PeopleMetrics
SEPTEMBER 24, 2018
The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few).
Callminer
SEPTEMBER 25, 2018
We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.
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Intercom, Inc.
SEPTEMBER 26, 2018
In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Remember those halcyon days when software was sold through licenses and you only had to win over each customer once to stay profitable? Those days are over.
Beyond Philosophy
SEPTEMBER 26, 2018
Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.
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
Uniphore
SEPTEMBER 26, 2018
Jacada & Google Dialogflow Address Concerns of Enterprise Organizations Who are Eager to Leverage Cognitive Services in Customer Service. Jacada works with Google Cloud Platform (GCP) to help clients rapidly design, scale and securely manage intelligent assistants using Dialogflow. Enterprise organizations who are eager to leverage a leading cognitive service such as Dialogflow to build differentiated customer experiences are cautious of certain aspects such as: Read More.
Callminer
SEPTEMBER 26, 2018
Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
SEPTEMBER 25, 2018
As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. From servicing customers on social media, to curating unique “real life” opportunities for consumers to interact with your brand, there are many emerging standards in the world of customer service that companies are striving to meet.
Customers That Stick
SEPTEMBER 27, 2018
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Beyond Philosophy
SEPTEMBER 28, 2018
How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discuss the psychological theories and how they can be practically implemented in your customer experience. The post How Other People Sell Your Product appeared first on.
Intercom, Inc.
SEPTEMBER 24, 2018
Messaging has fundamentally changed how businesses and customers communicate. Now we believe we’re on the cusp of another change which will drive faster growth for businesses who embrace it. On October 11th, we’ll share our vision for this next chapter in business growth and what we’re building so you can benefit from it. Seven years ago, we made a huge bet on what was then an unheard of thing: business messaging.
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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.
Taylor Reach Group
SEPTEMBER 25, 2018
By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.
UJET
SEPTEMBER 27, 2018
Customer Service Week isn't just an opportunity for your team to celebrate. It's a great time to reinforce the importance of making sure each customer's experience is the best it can be. Parties, awards, and recognition for your customer service agents should be baked into the week as well, but if you're not using this week as a chance to refocus on the customer experience, you'll be missing out.
Customer Bliss
SEPTEMBER 27, 2018
“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma
Intercom, Inc.
SEPTEMBER 25, 2018
The number of tools used by sales and marketing teams only continues to grow, and with that expansion of options, it is more crucial than ever that you ensure your budget and time is being spent on the right tools. At Intercom, we want to make it easy for our customers to see the value of building real relationships with leads and customers. That’s why we recently released our new revenue and sales team performance reports , which gives marketing and sales teams instant visibility into how using
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.
Myra Golden Media
SEPTEMBER 24, 2018
Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him. Looking annoyed, he turned around and grabbed a cable off the shelf and handed it to me. It didn’t look like what I had before, so I asked, “Are you sure this is the cable for my laptop?
Fonolo
SEPTEMBER 27, 2018
Big news in the call center world broke last week: NewVoiceMedia (NVM) was acquired by Vonage for $350M. What does it mean? Well, the obvious take-away is that cloud-based call centers continue to be a hot space and a great way to build value for investors. Some commentators talk about a “wave of consolidation” as if it’s a time-limited event, but as I look back at the last decade, it seems more like a constant rhythm in the industry.
Customer Bliss
SEPTEMBER 25, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On a recent episode of my podcast , I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expan
TeamSupport
SEPTEMBER 28, 2018
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.
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.
ClearAction
SEPTEMBER 27, 2018
Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Clay that’s well-centered yields a strong result; off-centered clay is ugly or eventually cracks. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids<sup>®</sup>” and may eventually cease to exist.
ClientSuccess
SEPTEMBER 27, 2018
As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success. For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning.
Fonolo
SEPTEMBER 26, 2018
Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered. Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed.
Comm100
SEPTEMBER 27, 2018
Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.
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
CSAT.AI
SEPTEMBER 26, 2018
Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of a sun-ripened tomato. Labor. Like a farm, labor is the highest cost involved in operating a call center.
Totango
SEPTEMBER 24, 2018
Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house.
DMG Consulting
SEPTEMBER 26, 2018
DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.
Confirmit
SEPTEMBER 24, 2018
Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. As a discipline with allocated budget and resources, it is key to retaining customers and generating positive word of mouth, among other benefits, which drive business ch
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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.
The DiJulius Group
SEPTEMBER 26, 2018
Economy Booming = Poor Customer Service There are many positives of an excellent economy. I will argue that there are a significant number of drawbacks as well. As a result of a booming economy, companies experience rapid growth and need more employees. This makes it an “employee market.” An increase in job opportunities causes an. Read Full Article.
ClientSuccess
SEPTEMBER 26, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Help Scout
SEPTEMBER 23, 2018
The first 90 days in support, especially at a new company, can be incredibly hectic and stressful. Your new employee is tasked with learning an almost entirely new product from front to back, as well as any secondary tools that you might require them to use, and they’re expected to know the product so well by the end of their training that they can effectively support other people who are also learning an entirely new product.
Confirmit
SEPTEMBER 25, 2018
It’s that time of year again, where employees at Confirmit get ramped up to celebrate CX Day , and more importantly our customers! This year we plan to celebrate our clients that won ACE Awards by showcasing them on a dedicated website for CX Day. We are also sending our customer success managers out in the field to meet with their customers and thank them with little treats.
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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