Execs In The Know

MARCH 22, 2023

You can check out their perspectives below, or read and download the full CX Leaders Trends & Insights: 2022 Corporate Edition report here. When you empower voices at all levels, growth becomes part of your culture, and your service center experience is better for it.” April Obersteller Director of Global Experience: EX + CX Pg.

CX 52

CX Contact Center Start-ups Education 52

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

SEPTEMBER 26, 2019

Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence.

Contact Center 52

Contact Center Social Media Customer Loyalty Gaming 52

SugarCRM

DECEMBER 15, 2021

2021 is the year we let SugarCRM make the hard things easier for marketing, sales, and service teams. With that in mind, we set out to let the data out of hiding without adding on more busy work for marketing, sales, or service teams. 2021 is the year we let the platform do the work. We Drove Innovation. We Stayed Connected.

Event Planning 49

Event Planning Construction AI Sales 49

Zendesk

AUGUST 10, 2021

But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. Prospecting is the process of cold calling, emailing, texting, or otherwise contacting potential customers to gauge interest in your products or services and generate leads. What is prospecting?

Sales 104

Sales Social Media Gaming Start-ups 104

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. Social Customer Service: The Savior to a Successful Omni-Channel Strategy.

CX 68

CX Innovation Customer Experience Customer Service 68

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. Research shows tests and quizzes can help with information retention. Self-service content like help documentation is always useful, and the more robust you can make it, the better.

Education 113

Education Customer Service Legal Compliance 113

Fonolo

JUNE 14, 2018

With a crowded online marketplace and so many variables at work (be they social media, evolving digital tools, emerging AI, employee turnover, cutbacks, or the increasingly discerning consumers in the global market), developing a workable strategy to engage with – and win over – the hearts of customers can seem impossible.

CX 90

CX Gaming Artificial Intelligence Social Media 90

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Zendesk

DECEMBER 4, 2020

So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. Give them direct access to the answers and help they need through web self service. What is web self service? What is web self service? Your customer service agents will thank you, too.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

Zendesk

APRIL 10, 2021

Self-service options aren’t just nice-to-haves for customers. Our Customer Experience Trends Report 2020 found that high-performing businesses were 76 percent more likely to provide self-service options—but only one-third of companies were offering any sort of self-service. For customers, the benefits of an FAQ page are obvious.

AI 52

AI Customer Expectations Customer Experience Technology 52

C3Centricity

JANUARY 4, 2021

It is regularly updated so it remains highly relevant in today’s marketplace. 7 Ways to Deliver Awesome Customer Service. Is it Time to Do Away with Market Research Departments? What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Callminer

FEBRUARY 21, 2018

Able to adapt with the future additions and expansions of your other service bundles. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. This is a service that will put callers on a virtual hold and will call them back when it’s their turn.

Contact Center 210

Contact Center CRM Technology Technology 210

C3Centricity

JANUARY 13, 2021

It is regularly updated so it remains highly relevant in today’s marketplace. 7 Ways to Deliver Awesome Customer Service. Is it Time to Do Away with Market Research Departments? What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. Digital channels expand access to student services For the students of today, the Internet has become a part of daily life. In this chapter, we’ll look at why higher education is now adopting live chat.

Education 86

Education Omnichannel B2B Customer Service 86

Zendesk

AUGUST 10, 2021

But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. Prospecting is the process of cold calling, emailing, texting, or otherwise contacting potential customers to gauge interest in your products or services and generate leads. What is prospecting?

Sales 52

Sales Social Media Gaming Start-ups 52

SurveySensum

FEBRUARY 17, 2021

Gather your current research data and share that too, this might include reviews, pain points, revenue numbers, app store ratings, etc. . It is imperative that all the participants understand what your business research is saying. So, sharing the collected research data with all the participants brings them on the same page.

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

Intercom, Inc.

FEBRUARY 26, 2018

I’m referring to the full spectrum of business execution, from product management to design to engineering to marketing to sales to support and all the other functions needed to scale a business. The Apple and Google Play app stores give developers an instant marketplace, a gateway to billions of customers. Cloud computing is dominant.

Engineering 224

Engineering Technology Technology Innovation 224

ClearAction

OCTOBER 16, 2019

A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. A one-time investment in these four prerequisites establishes the foundation necessary for achieving the full financial promise of customer experience investments.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

SugarCRM

NOVEMBER 24, 2020

UX incorporates every aspect of a consumer’s interaction with a product, service, or system. To achieve real success online, you need to make everything about your online presence —from your site navigation menu to your after-sales service—about UX. How many of them contact your customer service team?

E-commerce 49

E-commerce Social Media CRM Outlook 49

Qualtrics

DECEMBER 8, 2020

This creates: A marketplace that favors the company with the strongest brand equity. This will give you the full picture - the what and the why. Key methodologies to use include: Focus groups, research panels or customer brand perception surveys. Are you tracking your brand? Find out how in our guide to brand tracking.

Net Promoter Score 59

Net Promoter Score Social Media Sales Start-ups 59

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

Customer Bliss

MARCH 30, 2016

Normally, this occurs through channels such as traditional customer service, the website, and social media. You’re missing out on a huge chance for research and trend knowledge , which can lead to business growth. Starting every new marketplace hire on either order-filling or in the warehouse.

Social Media 78

Social Media Engineering Retail Business Growth 78

Intercom

JUNE 2, 2022

Elizabeth currently leads Strategy and Research and Development for Service & Hospitality at Chick-fil-A and has been a professional speaker for over a decade. First, find out your differentiator, the quality that uniquely adds value to the marketplace or the customers. Liam: That’s fantastic. Liam: 100%.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Intercom, Inc.

FEBRUARY 6, 2020

Seeing a real demand for business courses in their consumer marketplace, the team identified an opening in the market to disrupt corporate training and hypothesized that employers would be more than willing to pay. In 2019 research firm IDC found them to deliver 869% ROI (??) along with time savings and higher productivity.

B2B 243

B2B B2C Start-ups Sales 243

Qualtrics

FEBRUARY 17, 2020

Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown. We need to listen more, and across the full employee lifecycle, they said. Financial Services — 16:00-16:45 // Weds, 11 March + Thurs, 12 March.

Close the Loop 29

Close the Loop Gaming Healthcare Innovation 29

SugarCRM

MAY 31, 2021

Two of the most important factors in the ongoing digital transformation of the modern marketplace are artificial intelligence (AI) and automation. Given a strong data set, AI tools like SugarPredict can provide a real-time insight into the health of the full range of deals in a company’s pipeline and predict possible deals.

AI 26

AI Sales Artificial Intelligence CX 26

1 to 1

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand.

CX 26

CX Customer Journey Map Customer Retention VOC 26

SugarCRM

OCTOBER 4, 2022

On this episode of the Fuel Growth podcast series, my co-host Lizzy and I got the opportunity to sit down and speak with Bret Piatt, CEO of CyberFortress, a global company providing data backup services built for the world’s best recovery. It’s going to make a difference at the end of the day by warming up the handoff. “If

Customer Acquisition 49

Customer Acquisition Start-ups Innovation Customer-Centric Organization 49

Intercom, Inc.

JUNE 17, 2021

With this data, along with the post-occupancy surveys and feedback from full-time folks on the ground, we’re going to continually fine-tune the workplace and our policies to optimize performance and support more people over time. ” What we did was we looked at the marketplace and identified three things that we wanted to capture.

Start-ups 207

Start-ups Construction Gaming Engineering 207

Lumoa

OCTOBER 31, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. Read the full answers of the experts below. However, research shows most customers still value an emotional connection with the people fronting the organization.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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. And content design definitely spends time focusing on those words, on that service.

Start-ups 209

Start-ups Engineering Entertainment Innovation 209

Help Scout

FEBRUARY 19, 2019

As with any big project, we started by speaking to hundreds of customers and running exhaustive research to get a sense of how we should approach this task. It’s always nice to look backward as a reminder of where we started — for Beacon, that was a humble little Docs widget which grew into a full-service documentation and chat product.

Engineering 40

Engineering Start-ups Customer Experience 40

Qualtrics

SEPTEMBER 15, 2020

Hear the full interview. Read full transcript. See Full Transcript. Julie currently leads consulting services for Qualtrics digital customer experience. I'm lucky enough to get to spend a lot of my time working with customers to help them set up strong programs of digital experience research. Access Now.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Fonolo

OCTOBER 26, 2023

But it’s a big, crowded marketplace out there, full of consumers who want different things at different times on different channels. What do customers expect from your customer service department? Let’s take a closer look at what research reveals about customers’ expectations. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ECXO

DECEMBER 26, 2023

This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results.

CX 52

CX Social Media Sports Customer Service 52