Intercom, Inc.

JUNE 22, 2021

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies.

Technology 233

Technology Technology Sales Customer Expectations 233

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Contact Center 151

Contact Center Start-ups Technology Technology 151

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

Customer Satisfaction

Intercom, Inc.

JUNE 24, 2021

?. For the second June in a row, many of us are still celebrating Pride from our own homes (and screens). That’s why our theme for Pride this year is “being out while the world is in.” And with this in mind, we took a very Irish idea and shared it with our colleagues – the concept of being out out. What is “ out out”, you may ask? Well, if you’re going to the cinema, you might say you’re going out.

Start-ups 221

Start-ups Sales 221

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. 1.

Contact Center 147

Contact Center Start-ups Gaming CX 147

Kate Nasser

JUNE 20, 2021

Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on KateNasser.com.

Healthcare 140

Healthcare Customer Service 140

Intercom, Inc.

JUNE 23, 2021

You can’t build software without encountering incidents – from critical bugs to full-blown outages, dealing with incidents are an inevitable part of the process. As a result, you’ll find no shortage of articles telling you how to write a review – or as they’re commonly known, a post mortem – of your incident. These top tips are widely practised: Avoid blame.

Construction 129

Construction Engineering Start-ups Customer Experience 129

Taylor Reach Group

JUNE 21, 2021

The Taylor Reach Group, Inc. (TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of course, being a crisis line means the operation needs to be functioning optimally,” says Colin Taylor, CEO and Chief Chaos Officer at TRG.

Compliance 128

Compliance Contact Center Government Retail 128

The Belding Group

JUNE 23, 2021

If you work in a large organization, you can sometimes feel like a tiny, invisible piece of a gigantic puzzle. What does it take to get noticed if you're hoping for career advancement, or even just a little recognition? Here are 5 rules of getting noticed: Shaun Belding | www.shaunbelding.com.

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130

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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.

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The DiJulius Group

JUNE 22, 2021

Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennials, although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These devices are necessary parts. Read Full Article.

Customer Service 127

Customer Service Social Media 127

Shep Hyken

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling.

Retail 124

Retail Start-ups Customer Service 124

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

E-commerce 120

E-commerce Sports Retail Contact Center 120

The Belding Group

JUNE 21, 2021

Grumpy, whiny, indecisive, loud, argumentative, insensitive, demanding behaviors, to name a few, are all just part of the customer service landscape. Shaun Belding | www.shaunbelding.com.

Customer Service 130

Customer Service 130

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

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Experience Investigators

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

Steven Van Belleghem

JUNE 23, 2021

Clothing retailer ModCloth understands that people sometimes want to window shop while other times they might want to buy on impulse or take their time with a more calculated purchase decision. The company also understands that the same person can choose to shop in all three ways (and many others) when the mood takes them. So the retailer has created a website that allows users to like items, save them to lists and browse without any pressure to click the buy button (when the mood doesn’t take t

CX 104

CX Customer Experience Entertainment Retail 104

Shep Hyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? . Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 102

Sports VOC Voice of the Customer CX 102

CommBox

JUNE 24, 2021

Delivering an exceptional customer experience (CX) is one of the most impactful aspects that set brands apart from their competitors. That being said, knowing how to provide an outstanding customer experience is usually more easily said than done. With all the available tools, channels, and solutions it can seem overwhelming. . Without the right CX strategy , not only will most businesses miss the mark, but it will increase their costs in the long run.

Customer Experience 98

Customer Experience Omnichannel CX AI 98

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.

AI

Sprinklr

JUNE 23, 2021

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. This is an incredibly humbling milestone, and the beginning of an exciting new chapter in our journey. Everything we’ve built and accomplished over the past decade has led us to today, and put us in a position to achieve the opportunity ahead of us, which has never been more clear: . 1.

CXM 98

CXM Government Start-ups Customer Experience Management 98

Zonka Feedback

JUNE 23, 2021

There is no shortcut for achieving rapid business growth. Still, you can improve your sales by focusing on retaining your existing customers and acquiring new customers. Customer retention would be beneficial in the long run because it is 5 to 25 times more expensive to acquire new customers than retaining the existing ones. In addition, retaining customers will save your acquiring cost and improve profit rate; according to research, a 5% rise in customer retention rate increases by 25% to 95% p

Customer Retention 92

Customer Retention Business Growth Sales Customer Experience 92

Fonolo

JUNE 24, 2021

Did you know that 61% of customers don’t like the traditional IVR (Interactive Voice Response) audio model? Nobody likes lengthy phone prompts, and customers usually prefer to speak to a human. However, IVR is an efficient tool with benefits for both contact centers and customers when used correctly. IVR helps route customers to the right person to satisfy their needs, and with customers’ growing disdain for audio IVR, Visual IVR is fast becoming a standard for contact centers.

Contact Center 91

Contact Center Customer Satisfaction Technology Technology 91

Beyond Philosophy

JUNE 19, 2021

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. The concepts behind behavioral science are powerful stuff. The psychology that drives how people make decisions has far-reaching and critical influences on how people act as customers.

Management Consulting 88

Management Consulting Customer Experience CX 88

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 Experience

Help Scout

JUNE 24, 2021

Today’s businesses face more competition than ever before. Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. You need something to differentiate your company from your competitors. Some try to go viral with a quirky ad or use one-off incentives like promotional discounts to stand out, but those can be costly and time consuming and can deliver mixed results.

Omnichannel 85

Omnichannel Start-ups CRM AI 85

Shep Hyken

JUNE 22, 2021

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.

B2B 84

B2B Technology Technology Customer Experience 84

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. And, while this unprecedented shift to digital has been embraced in the world of customer service, confidence in the quality of digital-first customer service is lagging behind.

Customer Experience 82

Customer Experience Contact Center Omnichannel Artificial Intelligence 82

Zonka Feedback

JUNE 23, 2021

Surveys are the best way to collect information regarding how your customers feel about the products and services you provide them. There exist many ways to collect Customer Feedback. You can do it through email surveys, SMS Surveys, website surveys, or set your devices like iPad, iPhones, tablets, and smartphones as kiosks at your location. One of the most useful among them is to gather survey responses through Android Survey Apps.

Customer Feedback 81

Customer Feedback 81

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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.

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Sprinklr

JUNE 25, 2021

At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Kristina Henry, who shared her thoughts on working at Sprinklr.

Artificial Intelligence 78

Artificial Intelligence CXM Start-ups Education 78

Lumoa

JUNE 23, 2021

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers. What is Qualitative Data? Qualitative data is data that describes qualities, patterns, and characteristics, usually in the form of descriptive words.

NPS 78

NPS Customer Feedback Sales Business Growth 78

Zendesk

JUNE 22, 2021

If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the past year, everything has changed about the way that larger firms do business. And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics, and being at ease with the uncertainties that come with change.

CX 75

CX Technology Technology Customer Service 75

MyCustomer Experience

JUNE 22, 2021

BManaging your pricing against low-cost competitors can feel like playing a game of poker. But how do you know when to hold ’em and when to. 28th Jun 2021. By Mark Thacker President.

Gaming 70

Gaming 70

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.

Technology