Callminer
NOVEMBER 13, 2018
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards.
Intercom, Inc.
NOVEMBER 14, 2018
There are many parts to a high-performing sales organization – the right people, processes and strategy, to start. But today, the underlying backbone of all of it is the right data. That’s not to say there’s no art to practicing sales. Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them.
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Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.
Uniphore
NOVEMBER 12, 2018
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos
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
NOVEMBER 14, 2018
Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.
Intercom, Inc.
NOVEMBER 13, 2018
The holidays are quickly approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team. . To help you stay on top of your support this season – without increasing overhead – we’ve curated a few tips for automating your support load. These tips apply broadly to many different automation products, but if you’re an Intercom customer, they’re actionable today and require no engineering work.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
NOVEMBER 16, 2018
This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer.
Callminer
NOVEMBER 12, 2018
Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.
Intercom, Inc.
NOVEMBER 16, 2018
Back in April, we released our biggest ever update to our Messenger – we completely rethought how a messenger designed for business should work. One of the key developments was Messenger Apps, integrations with third-party apps and tools you use everyday. These are built right into the Intercom Messenger and can be installed from our Intercom App Store , or you can build them yourself.
Beyond Philosophy
NOVEMBER 16, 2018
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.
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.
Heart of the Customer
NOVEMBER 14, 2018
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.
DMG Consulting
NOVEMBER 13, 2018
It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement.
Customer Service Life
NOVEMBER 13, 2018
This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.
The DiJulius Group
NOVEMBER 14, 2018
Nearly five years ago, Comcast had a bad year—a really bad year. One that the internet world along with a Customer eXperience (CX) consultant and author like myself capitalize on for great content and examples of what not to do. Their year was similar to the one experienced by United Airlines in 2017, Lululemon in 2013, Spirit Airlines in. Read Full Article.
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Heart of the Customer
NOVEMBER 12, 2018
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer.
DMG Consulting
NOVEMBER 13, 2018
Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work? Answer: Answer: Artificial intelligence (AI) is a branch of computer science focused on the development of computer programs and machines to solve complex problems by simulating behaviors associated with intelligent beings.
Customer Bliss
NOVEMBER 13, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Steven Van Belleghem
NOVEMBER 15, 2018
I think the Disney film Inside Out illustrates how this plays out. Because through the framing of the film, we understand that our brains have some “programming problems” that have to be overcome – there are too many negative emotions, and we need to work to cultivate Joy. We need to remember to ask ourselves in any customer situation, “What would Joy do?
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.
Heart of the Customer
NOVEMBER 13, 2018
Most journey mapping projects fail to drive change. One leading success factor is selecting the right journey to map, and it’s the first place that problems occur. The post We still have challenges navigating trade-offs when deciding what to map. appeared first on Heart of the Customer.
Chip Bell
NOVEMBER 13, 2018
Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the protection of birds. Their 2018 grand prize winner was Steve Mattheis who made an amazing photo of a Great Gray Owl in Wyoming with a Nikon D850 camera. The story behind how he made the shot was fascinating.
UJET
NOVEMBER 15, 2018
When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data.
Steven Van Belleghem
NOVEMBER 14, 2018
I love the W Hotel Barcelona. For the last 3 years, I’ve been hosting my event there, and through that program, have been responsible for renting literally hundreds of nights of hotel time at the W. I thought this made me a pretty good customer. But still, every time I enter the lobby, I’m asked “Is this your first time with us?” It’s not a great customer experience.
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?
Heart of the Customer
NOVEMBER 15, 2018
There are a ton of journey mapping tools out there. They all excel at certain components of journey mapping, but they don’t address some of the largest problems. The post Journey mapping tools don’t address the most critical challenges. appeared first on Heart of the Customer.
CSAT.AI
NOVEMBER 14, 2018
“Have you tried turning it off and on again?” The phrase spoken by many IT pros and made even more famous in the Britcom The IT Crowd. The character Roy has repeated this question so much he made a recording of it that he plays whenever a call comes in. It’s funny because it really happens, but don’t assume your customer is an idiot before they even speak or all is doomed from the start.
Totango
NOVEMBER 12, 2018
The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders.
Steven Van Belleghem
NOVEMBER 14, 2018
One example comes from one of my trips to New York and San Francisco, where I had the opportunity to witness the progress being made with self-driving cars. But what really got me thinking was looking at the LiDAR device on the roofs of these cars, and the other kinds of applications they’re being put to. Now, obviously, these devices are the “eyes and ears” of the driverless car, helping it see all around.
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.
Customer Bliss
NOVEMBER 15, 2018
As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer e
ProProfs
NOVEMBER 14, 2018
To see your dreams materialize into reality, you’ve to start by planning and laying out the steps that can lead you to your destination. The achievement of any task be it excelling in an exam, getting promoted at work, buying a house five years down the line, etc., is preceded by a proper plan that can channelize your efforts in the right direction.
TeamSupport
NOVEMBER 16, 2018
If you’re new to customer-focused industries, you may look at the title of this post and think “ what is a web based help desk solution ”? It’s an online system help desk teams use to not only stay organized but to become more efficient. Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information.
Help Scout
NOVEMBER 12, 2018
Delivering 24-hour customer service is an exciting challenge to solve. It typically means your business is expanding or you are taking on larger customers. Scaling a team to this level comes with some unique considerations that range from cost and location to language and local customer demands. The strategy you choose needs to take into account your customers’ needs, the region or time of day at which your load is growing most, and your business goals and expansion plans.
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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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