Callminer

JANUARY 28, 2019

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).

CX 207

CX Customer Experience 207

Intercom, Inc.

JANUARY 28, 2019

A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. Without these things, the relationship retreats to the magnetic stereotypes of both industries: Product teams think sales teams will do, say and sell anything to make money, while sales teams think product teams will build anything cool except things that actually make money.

Sales 193

Sales CRM Innovation 193

Lumoa

JANUARY 29, 2019

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.

Customer Experience 133

Customer Experience 133

Heart of the Customer

JANUARY 29, 2019

Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […].

CX 95

CX Customer Experience 95

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

Beyond Philosophy

FEBRUARY 1, 2019

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

Customer Loyalty 90

Customer Loyalty CX Customer Experience 90

Intercom, Inc.

JANUARY 31, 2019

We’ve thought about this truth a lot during the last few months at Intercom as we’ve been going through our annual planning. As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. The process of defining your positioning strategy is not a one-and-done deal – in a crowded marketplace, it needs to be an ongoing exercise.

Sales 165

Sales Start-ups CRM Engineering 165

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Customer Experience 93

Customer Experience 93

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor.

Education 79

Education Sales Customer Loyalty Customer Expectations 79

Intercom, Inc.

FEBRUARY 1, 2019

Onboarding a company to your product is different from onboarding an individual user. It requires many people across departments to get setup and start seeing the value your product can provide. If you sell your product to businesses and haven’t designed your onboarding to support groups of people, you’re likely asking people to complete tasks they’re not capable of or lack the permissions to do.

Legal 145

Legal Start-ups Sales Engineering 145

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-power

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

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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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Lumoa

JANUARY 30, 2019

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.

CX 84

CX Customer Experience Customer Experience Management 84

The DiJulius Group

JANUARY 30, 2019

Must Watch Video – The Future Of Customer Service Take ten minutes this week and show this The Future Of Customer Service video to your leadership team. Everyone needs to know what is happening and how to be ready for 2019 and beyond. The ONE THING The Best CX Companies Do Differently Nearly every business. Read Full Article. The post The One Thing The Best CX Companies Do Differently appeared first on The DiJulius Group.

CX 77

CX Customer Service 77

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Maybe you wonder if we practice what we preach ??. Here’s an inside look at how we use our bots 24/7. Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. We use our bots to automate everything from workflows to conversations.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Myra Golden Media

JANUARY 28, 2019

Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.

Entertainment 66

Entertainment Customer Service Customer Experience 66

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.

AI

Beyond Philosophy

FEBRUARY 1, 2019

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

Customer Loyalty 60

Customer Loyalty CX Customer Experience 60

ProProfs

JANUARY 30, 2019

Are you still not convinced about the power of social media and the benefits it offers for your business? Then, you need to take a closer look. With more than 2 billion users worldwide, your target customers are already there. These days, various marketing tools like free online quiz maker , survey makers, learning tools are making up for a crucial part of many brands’ marketing strategy.

Social Media 69

Social Media Gaming Entertainment Start-ups 69

Intercom, Inc.

JANUARY 29, 2019

There’s a classic response people have when talking to larger companies – I call it happy ears. It’s incredibly easy to be overly optimistic when you see a sexy new logo walk in the door. The thing you forget is that at large organizations, there are lots of people there who are constantly evaluating technology and looking for ways to use those new tools to help them stand out or leverage a proposal to negotiate better terms with their current vendor.

Sales 112

Sales Technology Technology 112

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

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

Customer Bliss

JANUARY 29, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Sales 69

Sales Education Customer Experience 69

Customers That Stick

JANUARY 31, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

Intercom, Inc.

JANUARY 31, 2019

We’ve spoken at length about the impact automation and bots can have on your sales and support teams – all powered by Operator. But you may be wondering what Operator is and what exactly does it do? Operator is our automation technology that powers all of our bots. It’s the driving force behind the bots that take mundane tasks off your hands, like Task Bots , Custom Bots and Answer Bot.

Sales 99

Sales Technology Technology Education 99

ProProfs

JANUARY 30, 2019

Well-developed employee training programs are necessary to meet the learning & development needs of both existing as well as new employees. It is how employers sharpen the skills of their workforce so that the latter can fulfill their defined roles and responsibilities. Only effective training methods can translate into positive employee performance and a significant bottom-line.

65

65

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

Fonolo

JANUARY 30, 2019

Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. There were too many announcements at last week’s show to cover them all in this post. So, I’ll just touch on some highlights, give links to the most interesting coverage, and summarize what the analysts thought.

Contact Center 57

Contact Center Social Media Education Customer Service 57

TeamSupport

FEBRUARY 1, 2019

In the data-driven corporate world we work in, metrics are everything. And, thanks to so many technology solutions on the market, getting information is easier than ever before. However, getting the right information is the real challenge and what differentiates a customer support data novice from an expert. Looking at the exact information your business needs can elevate an entire team to perform better and exceed expectations.

Technology 63

Technology Technology 63

Totango

JANUARY 29, 2019

We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire lifecycle. Such an approach takes time, dedication and attention to detail, but it’s worth it. Do it right and customers will stay with you for years. Keeping customers happy starts with obsessively gathering insights on your clients from data.

Customer Relationship Management 55

Customer Relationship Management Customer Relationship CRM Scorecard 55

ProProfs

JANUARY 28, 2019

Everyone loves a good quiz. They help us learn about ourselves or a topic we are interested in, or they point out things we should be learning. Quizzes are just enjoyable whether they help us with anything in particular or not. Creating blogging quizzes can do more for your site than just entertain readers. They can be used as a powerful medium for bringing in revenue.

Entertainment 58

Entertainment Start-ups 58

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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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CSAT.AI

JANUARY 30, 2019

“It’s not what happens to you, but how you react to it that matters.” – Epictetus 55-135 CE. Today it may sound like an overused phrase from a motivational speaker, but the Greek philosopher Epictetus made a point that is still valid today in life and in business. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Customer Service Customer Satisfaction 52

Steven Van Belleghem

JANUARY 29, 2019

Trusting algorithms over humans. Trusting machines works exactly the same way as trusting a human: if Phil always pays my invoices on time, I will trust Phil. If he doesn’t, I won’t. Exactly like that, if booking.com keeps suggesting hotels that turn out to be exactly what I like, I will trust booking.com, quite blindly. If it doesn’t, I won’t. Even companies tend to underestimate this simple law of trust, in the sense that most believe that people are still a lot more comfortable trusting a hum

E-commerce 52

E-commerce Invoicing AI Start-ups 52

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

UJET

JANUARY 31, 2019

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.

Customer Experience 63

Customer Experience Customer Service 63

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