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: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
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. .
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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 […].
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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 […].
Fonolo
NOVEMBER 2, 2021
Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Research from Salesforce states that 89% of consumers are more likely to purchase from a company again when they experience high-quality customer service—a percentage that’s far too high to ignore.
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.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
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.
Zendesk
NOVEMBER 3, 2021
Catchphrases are like fashion trends or pop songs (“Baby Shark” comes to mind): For a while, they are ubiquitous and beloved. People can’t get enough of them, and if you can pull them off as part of your communication, it proves you’re cool. Then, seemingly overnight, the thing’s popularity hits a tipping point and no one can stand it anymore. That’s the case with overused customer service expressions like “happy to help.”.
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.
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: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
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 […].
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.
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.
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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 […].
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.
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
How are customer success and customer experience different? If you don’t know the answer to this question, you’re certainly not alone. The two concepts are often confused because there are some similarities and overlaps. Though they’re both customer-centric roles, customer success and customer experience teams perform distinct functions. Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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