CX Accelerator

MARCH 9, 2020

Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. Who can relate?

Contact Center 182

Contact Center Social Media Start-ups CX 182

CX Accelerator

MARCH 9, 2020

Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. Who can relate?

Contact Center 182

Contact Center Social Media Start-ups CX 182

Intercom, Inc.

FEBRUARY 10, 2021

To help you narrow down what’s resonating most with your customers, we’ve added split testing to Series so you can test up to five different message types, message content, CTAs, timing, and more. Collaborate seamlessly with handy annotations. Streamline workflows with tag management.

Customer Satisfaction 104

Customer Satisfaction Customer Expectations Customer Experience 104

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. That is why peer-to-peer content is on the rise. That is why peer-to-peer content is on the rise. What do we mean by the term “review sites”? Peer review sites.

Start-ups 172

Start-ups Customer Acquisition B2B Business Operations 172

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.

Innovation 118

Innovation B2B Start-ups Education 118

SurveySensum

FEBRUARY 29, 2024

What is Employee Satisfaction Employee satisfaction refers to an individual’s overall contentment, happiness, and fulfillment derived from their work. What is Employee Satisfaction Employee satisfaction refers to an individual’s overall contentment, happiness, and fulfillment derived from their work. Well, it is!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Most expect to see CS emerging as a growth engine. Additionally, our CAB members are buzzing about AI.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Comm100

JANUARY 17, 2024

Table of Contents What is automation in customer service? The best Gen AI bots also automatically index website & company content to ensure they only deliver helpful & accurate answers, avoiding hallucinations that can deliver incorrect information. Chapters Chapter 1 What is automation in customer service?

AI 74

AI Customer Service Technology Technology 74

Zonka Feedback

SEPTEMBER 29, 2022

Table of Content. Whenever a new ticket is generated, an assigned Customer Service Agent can address the customer and work towards closing the ticket. But you’d still need to measure the efficiency of agents and helpdesk as well as the satisfaction of your customers with the Customer Service. Customer Service vs Customer Support.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction Customer Experience 52

Shep Hyken

AUGUST 19, 2022

Those with the opportunity to share their expertise become more invested in their work and benefit their coworkers with the content and experience they bring to the table. . When your problem is quickly resolved, and you hang up the phone, you can’t help but wonder: why don’t all of my customer service calls go like that?

Artificial Intelligence 77

Artificial Intelligence Customer Experience Customer Satisfaction Compliance 77

Sprinklr

AUGUST 24, 2021

Having a content library and making social selling simple and intuitive are just table stakes. There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” Build authentic relationships with social selling. So, what is social selling?

Social Media 111

Social Media Social Listening CXM Compliance 111

Zendesk

FEBRUARY 17, 2022

You can use sales funnel software and sales pipeline software to monitor the buyer’s journey and create different types of content for every stage. Consumers aren’t always willing to make a purchase on a whim. It can take days, weeks, or even months of careful thought before they commit to buying. That’s where the buyer’s journey comes in.

Social Media 98

Social Media Sales Education CRM 98

Intercom

NOVEMBER 29, 2023

And as AI becomes table stakes in customer service, it all comes down to one question: can you afford not to switch to a more modern support tool? The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Zendesk

JULY 9, 2021

The optimization of your knowledge base should follow a practical and effective 3-step SEO strategy: Research and plan your content. The optimization of your knowledge base should follow a practical and effective 3-step SEO strategy: Research and plan your content. Make your content digestible. Research and plan your content.

Engineering 89

Engineering Invoicing Education Customer Retention 89

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. This is the second in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve. Click here.”

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Fonolo

APRIL 27, 2020

Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries. If you think you can wing it for a couple more weeks, think again. ' says @TaxJar #remotework #cctr #management Click To Tweet.

Contact Center 112

Contact Center Gaming Start-ups 112

Zendesk

JANUARY 21, 2021

Customers want resolutions, and they want them yesterday. Your support teams are generally swamped with a variety of tasks ranging from simple service requests to major incidents that require immediate attention. That’s why KCS , knowledge-centered service, is a widely adopted approach to steer service processes in the right direction.

Artificial Intelligence 98

Artificial Intelligence Engineering Machine Learning AI 98

DMG Consulting

AUGUST 10, 2023

To learn more about the 2023 – 2024 Interaction Analytics for the Enterprise report, read the abstract and the table of contents , or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. Advancements in AI, automation, and integration are moving IA applications from practical to powerfully predictive.”

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

ClientSuccess

NOVEMBER 24, 2021

From building customer advocacy to creating customer-centric content to measuring and sharing customer sentiment , customer marketing programs can come in different shapes and sizes. Round table discussions and feature launches. Today, we’re going to take a look at a fourth customer marketing initiative: engagement.

Customer Relationship Management 52

Customer Relationship Management Gaming Customer Relationship Customer Experience 52

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 76% get frustrated when this doesn’t happen. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 63

Customer Service Omnichannel Customer Satisfaction Touchpoint 63

Intercom, Inc.

APRIL 23, 2018

When building your products, the security and privacy of your customers’ data needs to be a top priority. And that is also true when selling and marketing your product, particularly with the arrival of GDPR, which has brought the issue of data security and privacy to widespread public awareness. What is a ‘privacy ecosystem’ and why it matters.

Compliance 220

Compliance Legal Engineering Sales 220

ECXO

MARCH 24, 2024

It’s becoming quite exhausting to keep discussing the same topic but here I am also putting it on the table! Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers.

AI 52

AI Customer Experience Social Media Machine Learning 52

ClientSuccess

JANUARY 25, 2021

Approaching a customer about a marketing opportunity shows them that you trust their opinion, that you value the business they’re bringing to the table, and that you are serious about providing exceptional service to take their account to the next level. Actionable ways to bridge the gap between customer success and marketing. Case Studies.

Customer Retention 81

Customer Retention Sales 81

Zendesk

JUNE 3, 2021

In addition to meeting customers where they are, social media is a great method for customer outreach whether or not you pay to promote content. In addition to meeting customers where they are, social media is a great method for customer outreach whether or not you pay to promote content. Table of contents.

Social Media 98

Social Media Social Listening Start-ups Omnichannel 98

Intercom, Inc.

OCTOBER 14, 2019

The old world of sales was akin to a high stakes poker table where buyers and sellers wore dark sunglasses and headphones to avoid tipping their hand. The old world of sales was akin to a high stakes poker table where buyers and sellers wore dark sunglasses and headphones to avoid tipping their hand. or “Am I getting a good deal?”

Sales 162

Sales Start-ups Education Machine Learning 162

Execs In The Know

NOVEMBER 30, 2021

Registration is simple, free, and it takes only a minute to get immediate online access to this insightful content. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. Moderator: Mike McCarron, Gladly. Panelists: Radha Penekelapati, YouTube.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Intercom, Inc.

JUNE 9, 2022

They can take the form of visual design rules, interaction design standards, or content design best practices. They can take the form of visual design rules, interaction design standards, or content design best practices. In today’s episode, we’re covering two principles. Looking for a little more? Going back to fundamentals.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Aquire

AUGUST 2, 2021

Include an order summary Add live chat for real-time conversations Make checkout mobile friendly Ask only relevant questions Use a readable table-based layout Avoid using too many fields Make paying easy Build trust with your customers. In order to do so, you need to perform ecommerce shopping cart optimization. Include an order summary.

E-commerce 84

E-commerce Start-ups Sales Omnichannel 84

Execs In The Know

JANUARY 8, 2023

Anyone who is getting started with an outsourcer knows it’s now table stakes. What additional capabilities and insights are you coming to the table with? No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. Let’s get started.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

SugarCRM

MAY 12, 2022

We compete for attention in our customers’ inboxes, and we need to be smart about delivering content. A CRM system such as Sugar Sell and Serve enables you to create an extraordinarily rich information schema about your customers and contacts using many related tables. Within our Sugar Platform , we have added something new.

CRM 26

CRM Customer Relationship Management CX Customer Relationship 26

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Intercom, Inc.

JUNE 23, 2020

As they see traditional industries like health and finance invest in modern software, investing in the Conversational Support Funnel is fast becoming table stakes. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. ” Charles Darwin.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

ProProfs

JULY 10, 2020

The teachers and students can have access to digital content in different formats to implement collaborative activities. In this situation, a few areas such as e-commerce and e-learning are getting immensely popular. According to UNESCO , the lockdown enforced the shutdown of schools all over the world, resulting in 1.38 Rise of E-Learning.

E-commerce 119

E-commerce Education Government Transportation 119

Intercom, Inc.

NOVEMBER 4, 2021

If your brand is how your company presents itself to the world, Creative Director Scott Smith recently wrote , as the business takes off, the brand will inevitably need to mature as well. As I said, they’ve been quite busy. In this episode of Inside Intercom, we chat with some of the team behind the brand: Scott Smith , Creative Director.

Start-ups 222

Start-ups B2B Customer Service 222

DMG Consulting

JUNE 21, 2023

This Report provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors and delivers comprehensive insights into the market’s performance in calendar year 2022. The Report also examines the business, market, and technology trends and challenges impacting the rapidly growing and dynamic CCaaS market.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

SurveySensum

MARCH 19, 2024

The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? So, naturally, you give one-word answers just to get it over with. Now, think about the authenticity of the feedback received by the company, do you think your feedback will be actionable for the? But how to do that?

Net Promoter Score 52

Net Promoter Score Customer Feedback Construction Customer Survey 52

Sprinklr

SEPTEMBER 8, 2021

I understand the perception. But, my friends, I need to tell you something. We can’t oversimplify the situation! The reality is citizens and customers of government have more voice and more power than ever, especially with the proliferation of social media, chat, and other digital channels. They can: Complain to elected officials.

Government 72

Government Social Media CX Artificial Intelligence 72