Callminer
SEPTEMBER 1, 2020
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve.
Intercom, Inc.
SEPTEMBER 3, 2020
At Intercom we believe great things can happen when you have a conversation. Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Then this podcast has the answers.
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Beyond Philosophy
AUGUST 29, 2020
5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics 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. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?
Taylor Reach Group
SEPTEMBER 1, 2020
By Peg Ayers. A good leader is a person who takes a little more than his share of the blame and. a little less than his share of the credit. John C. Maxwell. In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?
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.
Callminer
SEPTEMBER 1, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experien
Heart of the Customer
SEPTEMBER 3, 2020
One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ClientSuccess
SEPTEMBER 3, 2020
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.
Callminer
AUGUST 31, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success!
The DiJulius Group
SEPTEMBER 2, 2020
1. Feature Article How to Be the Brand Employees Can’t Live Without By John DiJulius, Chief Revolution Officer Hiring new employees should not be your top priority. Instead focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee retention, which is much easier and. Read Full Article.
Steven Van Belleghem
AUGUST 31, 2020
The world needs perspective and positivism. The world is currently in need of perspective, of hope, of positive signals. Because of Covid-19 many people have lost loved ones, have suffered themselves or worried about the health of their family members. On top of these personal losses, Covid-19 has taken away a big part of our social life, it has ruined entire industries and replaced our world of personal freedom with a world of rules and regulations.
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.
ClientSuccess
AUGUST 31, 2020
You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .
Callminer
SEPTEMBER 1, 2020
See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisions.
The DiJulius Group
SEPTEMBER 2, 2020
What does it take to be an exceptional leader? In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing great leaders, which is built.
Steven Van Belleghem
AUGUST 30, 2020
The following videos were the three most popular ones during the last few weeks. AI Filters create the need to invest urgently in branding. Three customer benefits you can create thanks to technology. Bringing the human touch in a digital customer experience. The post Your three favorite summer insights videos appeared first on Steven Van Belleghem.
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TeamSupport
SEPTEMBER 1, 2020
This article was originally published Aug. 28, 2020 at 3:56pm EDT to Dallas Business Journal. As Pete Khanna interviewed with TeamSupport before he became CEO, there were no in-person chats. Instead, it was all handled over videoconferencing, a new experience for him amid COVID-19. [“In my mind, you actually had more quality interactions during this process than you had in the past, because back then, people felt like you only had a certain amount of time to cover a lot of information, and they
Callminer
SEPTEMBER 2, 2020
DMG Consulting
SEPTEMBER 4, 2020
Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It has outperformed most other contact center IT segments during economic slowdowns and recessions because of its ability to reduce operating costs while improving the customer experience and enhancing agent engagement.
Steven Van Belleghem
SEPTEMBER 2, 2020
Social challenges. Society is looking increasingly towards companies to help tackle society’s problems. People’s trust in the companies is greater than their trust in the government, as revealed by an annual study by the American PR and marketing advice bureau Edelman. Companies like Unilever, Danone, Salesforce, Nestlé and many others now have very clear climate objectives, which are in keeping with the societal ambition to limit the effects of global warming.
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.
Zonka Feedback
SEPTEMBER 4, 2020
Collecting Customer Feedback has become a necessary task for most of the businesses as this is the only way to know what your customers think and feel about you and how much they are satisfied with your products and services. Customer Feedback is important for any organization to grow.
Totango
SEPTEMBER 4, 2020
You can deliver more value in one targeted message than you can in an entire afternoon of aimless conversation. That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.
DMG Consulting
SEPTEMBER 4, 2020
Question: I’ve heard a lot about digital customer service solutions. Isn’t this just another way of saying that it’s omni-channel? Answer: Digital customer service (DCS) consists of more than adding digital servicing channels to contact centers, which has slowly been happening for years. It’s about meeting customers in their channel (or channels) of choice and conducting an ongoing discussion with them which enhances the customer experience and builds brand engagement.
TeamSupport
SEPTEMBER 1, 2020
We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. We conclude this series with Part 3 where we walk you through how to make strategic business decisions based on trends.
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?
Zonka Feedback
SEPTEMBER 3, 2020
Do you want to know why your visitors abandon your website? Do you know if your customers are happy with your website or not? What is the best way to know their views? Analyzing your website will help you understand what is lacking. Will that be sufficient? No, the best way to gather Customer Feedback is by directly asking them and ensuring you encourage different practices to collect feedback on your website.
Knowmax
AUGUST 30, 2020
Know your ‘Knowledge’: From Tacit to Explicit.
The Customer Service Blog
SEPTEMBER 4, 2020
I’ve just been reading an excellent article by Anneke Steenkamp of Zendesk. Anneke suggests that the perfect customer service employee has five main qualities: loyalty; good employee traits; natural problem solving skills; conscientiousness; and persuasiveness. I have reproduced the article below and acknowledge the ownership of the copyright in this article is held by Anneke Steenkamp and Zendesk.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Zonka Feedback
SEPTEMBER 2, 2020
Most businesses around the world consider Email as the preferred communication channel. Be it sharing promotional messages, conducting marketing research, or even surveying your customers – everything is possible with Emails. According to Statista , there are more than 3.9 billion active email users and is estimated to grow in the coming years. Despite being one of the traditional platforms, it’s a cost-effective and quickest way to reach out to your customers.
SurveySensum
SEPTEMBER 3, 2020
Want to know how exactly your customers feel! Are you able to comprehend your customers’ feedback? Do you want to simplify their complex opinions? Then, you are at the right place! . You can do it all with the Likert Scale! But what is the Likert Scale? The Likert Scale is a rating scale that helps you gauge the attitudes or opinions of your customers.
The DiJulius Group
SEPTEMBER 3, 2020
What are the common issues that you have in your company? Is it sluggish sales? Poor engagement? Lack of innovation? Every company has its own set of issues. The problem is that there are many leaders who aren’t actually solving the real issue. Getting to the Root Cause Whether that’s an issue around leadership, sales, Read Full Article. The post Creating The Trust Edge in Your Business appeared first on The DiJulius Group.
Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
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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
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