ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Intercom, Inc.

OCTOBER 28, 2020

The name suggests how simple this new message type really is – you can now create a message that occupies that prime real estate at the top or bottom of your website, on desktop or mobile, where it can capture the attention of visitors and customers with announcements , promotions, proactive support , you name it. Product Tours.

Real Estate 239

Real Estate Start-ups Sales 239

Intercom, Inc.

JUNE 9, 2021

It’s really nice to start at a company where it’s clear from the start that they care about the employee experience.” – Masha, Brand Producer. We needed to lean in and provide more opportunities and space for our new hires to connect, learn, and engage with each other and the business. “By Product demos .

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Social Media 157

Social Media Customer Relationship Customer Experience Management Customer Experience 157

Fonolo

JANUARY 19, 2023

TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. There is low productivity surrounding an employee leaving: co-workers are spread thin while covering extra duties, and supervisors scramble to keep things running smoothly. Happy agents = happy customers.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Customer Service Life

FEBRUARY 29, 2024

In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents. As you reviewed a handful of customer interactions, discuss the things the agent did well as well as those things they need to improve.

Contact Center 88

Contact Center Gaming Customer Service 88

Uniphore

JANUARY 26, 2022

Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. To stand out, banks need to create an engaging, easy-to-navigate customer experience that balances quality of care with operational efficiency.

AI 130

AI Finance CX Technology 130

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Sprinklr

OCTOBER 5, 2021

It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still, because they are looking for a way to gain free or discounted products and services. But that is exactly the kind of complaints management strategy that many brands have forced on their customers until now.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. The company, recognized by Fast Company as one of the Most Innovative Companies, focuses on creating high-quality, sustainable play products that grow with your child.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is a good FCR rate? .

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. ” Delighting Across the Digital Experience How do you deliver personalization across multiple, sometimes intersecting, customer personas?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 111

AI CX Artificial Intelligence Predictive Analytics 111

Intercom, Inc.

MARCH 3, 2020

Instead of making you guess what we care about, we’ll just be open and tell you. “You might look at what’s below and feel intimidated, but this isn’t meant to be a checklist of all the things you need for us to hire you” Just like our products, our hiring process has a strong focus on conversational design.

Engineering 290

Engineering Gaming 290

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Intercom, Inc.

AUGUST 31, 2022

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. How to respond to customers on social media. Using social media to strengthen relationships with customers. What did we learn? Foundations of social moderation and conversation.

Social Media 118

Social Media Start-ups Machine Learning CX 118

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Execs In The Know

APRIL 11, 2024

Dave Pitsch, Vice President of Guest Services at Arc’teryx , recently delivered a compelling keynote address at Customer Response Summit (CRS) in Tucson titled Shaping the Future of Guest Experience and Circularity. A commitment to circularity and sustainability guides Arc’teryx’s approach to customer experience.

Customer Experience 52

Customer Experience Innovation Retail CX 52

Zendesk

JUNE 5, 2023

Messaging allows healthcare organizations to do things like schedule appointments, send reminders, and provide virtual care while protecting patient data. Patients don’t need to haul themselves to a waiting room in order to get personalized, effective care. In order to manage their customer conversations, they deployed Zendesk.

Healthcare 91

Healthcare Compliance CX Education 91

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. In providing them as an option to customers, you are working some serious magic.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Intercom, Inc.

MAY 15, 2019

Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support.

Customer Service 199

Customer Service Customer Satisfaction Technology Technology 199

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. We believe there’s no value in innovating if it doesn’t solve our customer’s problem. Psychology is at the core of design.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

Customer Satisfaction 100

Customer Satisfaction B2C B2B Customer Relationship 100

Logicalware

APRIL 17, 2024

The financial landscape is evolving, and with it, the expectations on financial services to deliver not just products, but value, understanding, and care to their clients. It means moving beyond the transactional nature of customer service to build real consumer trust and satisfaction.

Compliance 52

Compliance Finance CX Customer Service 52

Logicalware

APRIL 2, 2024

The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. Contact centre agents are more than problem solvers – they need to be experts in products, software, and communication. How product knowledge improves service quality Knowledge is power.

Customer Satisfaction 40

Customer Satisfaction Customer Retention Innovation Customer Experience 40

Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. This is unfortunate because the less internal communication and collaboration between the two often results in more customer friction.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. DID YOU KNOW?

Contact Center 177

Contact Center Customer Service CX Start-ups 177