Intercom, Inc.
NOVEMBER 2, 2021
Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause.
Adrian Swinscoe
OCTOBER 30, 2021
This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest. Just as digital marketers use analytics to understand their customers better, […]. The post A quick intro to people analytics and how it improves employee experience first appeared on Adrian Swinscoe.
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Inside Customer Service
NOVEMBER 4, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Small problems are easy to dismiss with a shrug. When a few more customers call, confused about how to use the latest software update, it's easy to shrug it off.
Customer Think
OCTOBER 31, 2021
Artificial Intelligence (AI) – the capability of a machine or piece of software to display human-like intelligence – permeates our daily lives, often in ways we do not notice. It touches us in myriad ways. Advanced technology operates behind the scenes, powering and optimizing smartphone apps, transportation, healthcare, retail, and more. In the words of […].
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Intercom, Inc.
NOVEMBER 4, 2021
You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human.
Adrian Swinscoe
NOVEMBER 5, 2021
Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]. The post CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
OCTOBER 30, 2021
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer e.
Intercom, Inc.
NOVEMBER 3, 2021
Alert fatigue is a common problem among engineering teams that handle operations and maintain infrastructure. The problem usually stems from a haphazard approach to writing alerts as teams grow and begin using more infrastructure of increasing complexity. This is quite normal – as a company or a team grows, it often takes time for an observability culture and solid alerting practices to take shape.
Experience Investigators
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
Shep Hyken
NOVEMBER 5, 2021
Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Customer Think
NOVEMBER 5, 2021
Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus develop for the organization. Throughout my career I’ve had the good […].
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
Uniphore
NOVEMBER 2, 2021
By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Customer Think
OCTOBER 30, 2021
The concept of fashion is essentially more than what someone wears. This industry is figuring out which technological aspect suits it best and generates maximum benefits, especially in light of the reasons and technological developments throughout the world. Artificial Intelligence is a new force that is reallocating the ideas of following fashion trends from the […].
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
Execs In The Know
NOVEMBER 5, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
Uniphore
NOVEMBER 1, 2021
Andrew Dahlkemper is a global Human Resources executive with over 25 years of experience working for multinational companies, including Google, Dolby, Electronic Arts, PepsiCo, Citibank and Johnson & Johnson. He has extensive experience in leading all elements of Human Resources, including compensation & benefits, talent management & succession planning, diversity & inclusion, organizational design, workforce planning, change management and leadership development.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Customer Think
NOVEMBER 2, 2021
TweetLinkedInShareEmail If you ask most B2B marketers how they use chat platforms like Drift, the immediate answer would most likely be: converting Web visitors. And indeed, increasing Web engagement and Web conversion rates is still a primary us.
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
The DiJulius Group
NOVEMBER 3, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s. Read Full Article.
Execs In The Know
NOVEMBER 3, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Think
NOVEMBER 2, 2021
Customer Experience (CX) has been changing and adapting year after year, but the early 2020 up to today changed the landscape of how customers interact with companies. The pandemic changed the way experts look at CX and they had to do it abruptly to keep their business afloat and to continue giving the same quality […].
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
Zendesk
NOVEMBER 1, 2021
Ever wandered into a store and immediately felt like you were in the wrong place? It could’ve been the inventory, the music, the vibes—whatever it was, it just wasn’t very you, so you lost interest in the brand. You’re not the only shopper who craves familiarity. Consumers want to buy from companies that understand them and deliver customized experiences.
Execs In The Know
NOVEMBER 1, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Think
NOVEMBER 5, 2021
In the early days of starting a new business, it’s normal to hyper-focus on getting as many customers as possible. As long as they’re purchasing something, it’s a win, right? However, as time goes on and you’re looking to scale, having a loyal, high-quality customer base becomes much more important for your ROI. You don’t […].
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
Aquire
NOVEMBER 1, 2021
Customer engagement is top of the agenda for many businesses these days. But even though companies are quick to agree that customer engagement is something they want more of, it isn’t always clear exactly what they mean by it or how it can be best harnessed. So, let’s dive in and take a look for ourselves. What is customer engagement? Customer engagement is all about the psychological and emotional connections created by the interactions between a business and their customers.
Knowmax
OCTOBER 30, 2021
Why move from Legacy document management to a future-ready knowledge base?
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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