CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 18, 2019
Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with redaction could've avoid this risk.
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Intercom, Inc.
AUGUST 7, 2019
A great onboarding experience is one that proves to new users that your product will help them do the job that they want. To put it another way, the ideal onboarding experience is a short, easy and frictionless path to finding value. Of course, many products have unavoidable complexity. If getting started with your product requires new users to install software, invite colleagues or message customers, then the path to value may not seem as short or straightforward.
Beyond Philosophy
AUGUST 1, 2019
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Lumoa
AUGUST 12, 2019
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.
Intercom
AUGUST 13, 2019
Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 27, 2019
When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is rarer still.
Intercom, Inc.
AUGUST 22, 2019
I’m excited to be joined today by Intercom’s own Jonathon Colman, a senior designer who came to us by way of the Nature Conservancy, REI and five and a half years at Facebook, where he most recently worked as a UX Content Strategy Lead for Marketplace. Since coming aboard in December, he’s influenced us with his thinking about the possibilities within the nascent field of content design.
Beyond Philosophy
AUGUST 25, 2019
Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.
Uniphore
AUGUST 28, 2019
“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated vo
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Fonolo
AUGUST 29, 2019
Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Well, it’s that time once again: We invited some of the top contact center experts from Ada , J Arnold and Associates , The Belding Group , Calzilla , Expivia , and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this inc
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 5, 2019
Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s needs.
Intercom, Inc.
AUGUST 15, 2019
? ?. If an organization’s founders aren’t designers and don’t come from a background where well-designed products played a key role in their lives, it can often be the last discipline to be brought onboard the team. Author Jeff Gothelf sees this all the time in his work as a consultant for medium- and large-sized companies, and it inevitably leads to a culture clash where designers feel unvalued.
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Beyond Philosophy
AUGUST 30, 2019
The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!
Customer Service Life
AUGUST 30, 2019
Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.
Fonolo
AUGUST 13, 2019
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.
Heart of the Customer
AUGUST 8, 2019
I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes […].
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Callminer
AUGUST 25, 2019
CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.
Intercom, Inc.
AUGUST 21, 2019
Online marketing content has long been dominated by brands creating product descriptions, how-to guides, branded articles, and blog posts to promote their business. While content creation is still an integral part of digital marketing, potential prospects are increasingly interested in seeing what independent sources have to say about your product. That is why peer-to-peer content is on the rise.
Beyond Philosophy
AUGUST 14, 2019
I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience.
Totango
AUGUST 29, 2019
Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .
Callminer
AUGUST 12, 2019
These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.
Intercom, Inc.
AUGUST 8, 2019
? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience. And I was excited to sit down behind the mic with Lane Collins.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Beyond Philosophy
AUGUST 23, 2019
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.
Customer Bliss
AUGUST 29, 2019
Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.
Fonolo
AUGUST 27, 2019
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
Myra Golden Media
AUGUST 29, 2019
You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
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