Shep Hyken

FEBRUARY 16, 2022

And it’s not just because they are really smart. It’s because they educated you and made you smart! . When you make a customer smarter, at least two things are happening. That expertise creates confidence. . They are the same size, and many have similar great pictures. So which TV should you buy? .

Education 119

Education Customer Loyalty Customer Service Sales 119

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. I’m really delighted to be on the podcast today. Paul, how are you?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Steven Van Belleghem

APRIL 20, 2022

This also holds the power to have a huge impact on the interoperability between IoT devices in general and those of smart homes and smart cities in particular. This is where NFTs and smart contracts could have a huge role to play. But for me that’s all the more reason to investigate what it will mean for customers.

Advertising/ Marketing 117

Advertising/ Marketing Gaming Legal Social Media 117

Intercom, Inc.

JULY 17, 2021

I’d watched so many YouTube videos of people that really had managed to train goldfish. No, I’ve wanted to be so many things. I was really interested in journalism for a very long time. But there are a lot of things about engineering that I really enjoy, like problem-solving and collaboration.

Engineering 129

Engineering Technology Technology 129

Steven Van Belleghem

MAY 9, 2022

What things cost them too much effort? Or governments of smart cities looking for ways to better optimize their architecture and city planning. More shared value through smart contracts. The fantastic thing about that is that early fans could also get access to part of the revenues through a smart contract in this NFT.

Government 130

Government Customer Loyalty Customer Expectations 130

CommBox

DECEMBER 5, 2023

The rise of artificial intelligence (AI) has really paved the way for the integration of chatbots into customer service strategies in various aspects and environments. Take all this information to make smart choices about how to make things even better.

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

Intercom, Inc.

JUNE 17, 2021

It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. We have a really strong team behind us to help us design our workspaces. This data will provide insight into usage trends and things like indoor environmental quality. Is it safe? Are we ready?

Start-ups 207

Start-ups Construction Gaming Engineering 207

Callminer

NOVEMBER 27, 2018

The great thing about this kind of categorisation is that it will help you identify potential sources of complaints before they become a major problem. Our study showed that consumers really care about proactivity. One of the simplest things to get right is to just listen. Taking the pain out of complaining.

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

Intercom, Inc.

JULY 29, 2021

They needed to be really quick coming up with a new, adapted learning management system: “It’s the equivalent of going into an old house and stripping it back to the walls and having to really start from scratch again. We can grow really fast if we retain 90% of our people every year. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Steven Van Belleghem

MAY 29, 2022

In fact, it’s even worse than boring: if you interact with the company, you’re in a state of crisis so you really want as little interaction with them as possible. I really love how they attempt to reach the emotions of the customer at different touch points. As I said before, there is no such thing as a commodity.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Logicalware

SEPTEMBER 1, 2021

” Smart experience. I like to call that ‘smart experiences’ Doing smart things, surprising customers when it comes to service, experience and convenience. A smart experience is to stick a QR code on the fridge, scan it with your mobile phone and you are immediately forwarded to the right agent.

Omnichannel 98

Omnichannel Artificial Intelligence Innovation Social Media 98

Zendesk

DECEMBER 1, 2022

Secondly, there’s Smart Assist , an agent-facing application that provides insights about customers that can help agents respond more effectively. An experienced agent might be able to determine these things at a glance. Smart Assist. That’s a big mandate even during the best of times. But that’s not the case.

AI 52

AI Customer Service Sentiment Analysis Retail 52

Intercom, Inc.

FEBRUARY 19, 2018

There are things you don’t want to break. I know what you’re thinking: “That sounds like ‘move fast and break things’, right?” There are things you don’t want to break. Moving fast and breaking things as a modus operandi is a sure way to a broken spirit over the long term.

Engineering 210

Engineering Customer Feedback Event Production 210

Intercom, Inc.

SEPTEMBER 15, 2021

According to him, winning is not really about beating the competition – it’s about inventing a whole new game. However, the important thing is not necessarily to become the first company in the space, but to be the one who gets chosen as the dominant player and captures all that value as the market takes off.

Sports 205

Sports Start-ups CXM Innovation 205

Zendesk

MARCH 4, 2024

The level of cross-functional collaboration that I witnessed, that our team experienced over that three- to four-day period, was really remarkable. I believe that there are such things as really smart people and really good ideas, but ultimately what sets you up for success is putting your head down, working hard, and executing.

Engineering 52

Engineering Start-ups Sales Customer Expectations 52

Intercom, Inc.

JULY 30, 2019

” I understand where this definition is coming from, and somewhat relate to it – people are confident when they believe in themselves and trust that things will go as planned. In this scenario, my confidence becomes more specific, as I might be confident in my ability to do some things but not others. Defining the concept.

Engineering 167

Engineering Start-ups 167

Experience Investigators

DECEMBER 14, 2021

But some things won’t change. That’s where customer experience leaders can lean in and really lead in this new year. What do they need to know, hear and do to best communicate when things don’t go as planned? . Using techniques like root cause analysis and customer journey mapping can help leaders really understand and prepare.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

TeamSupport

OCTOBER 12, 2022

A common example of self-service is the self-checkout at a grocery store, but self-service is really just like the internet in a nutshell. Most people will probably Google it (or Bing it, if you’re into that sort of thing), read or watch a tutorial (thanks WikiHow) and ultimately do it themselves. Want to really drive the point home?

Social Media 98

Social Media Engineering Technology Technology 98

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses.

Technology 188

Technology Technology Finance Start-ups 188

CallCare

MAY 17, 2023

But for critical things like customer services, outsourcing could actually turn out to be a really good investment. Read on to find out how customer service outsourcing could be a smart decision for your SME. So, it can be a smart move to have someone else shoulder the responsibility.

Customer Service 52

Customer Service Customer Satisfaction Start-ups Technology 52

Fonolo

NOVEMBER 8, 2022

Conducting research should be the first thing on your list. Gather your customer data and really dig into their behavior and expectations. Gather your customer data and really dig into their behavior and expectations. High call volumes are three words that can strike fear into the heart of any call center professional.

Contact Center 156

Contact Center Start-ups Technology Technology 156

DMG Consulting

APRIL 4, 2022

Artificial intelligence—the term itself conjures up images from decades-old sci-fi books, television, and movies of autonomous robots that become so smart they eventually try to overthrow humanity. But as recently as five years ago, AI was not really a thing in most IT sectors, including contact center technology.

AI 48

AI Artificial Intelligence Contact Center Predictive Analytics 48

Intercom, Inc.

AUGUST 20, 2020

An important thing to consider in the adoption of new technology is the “tech to technique” ratio – what is the balance between the utilisation of a technology and the skill required to operate it, and how are older techniques preserved? You can be described as many things. Short on time?

Technology 243

Technology Technology Social Media Start-ups 243

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. As you can imagine, we’re a company that’s really all about conversations. Then this podcast has the answers.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Steven Van Belleghem

MARCH 10, 2022

But I’ll let you listen to the podcast episode to hear more about that: Today, Ron is one of the driving forces behind Enjoy, a fantastic Smart Last Mile™ solution with a network of Mobile Stores. Obviously, time is of the essence to deliver the products, but they really take their time to talk to and help the customers.

E-commerce 104

E-commerce Retail NPS Manufacturing 104

Shep Hyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. But the good news for retailers is that if you play it smart, you can avoid being front row, center. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Here are my top five picks from last week.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Steven Van Belleghem

JANUARY 10, 2020

Of course, I really enjoyed the obligatory futuristic examples like Uber Elevate’s and Hyundai’s electrically powered “personal air vehicles” (PAV) that will function as flying taxis for up to four passengers on trips of up to 60 miles at speeds reaching 180 mph. Remember the smart fridge that people have been talking about for many years?

Artificial Intelligence 52

Artificial Intelligence Outlook Manufacturing Start-ups 52

Steven Van Belleghem

NOVEMBER 27, 2022

In fact, I really believe that it is up to you to help them feel better. And I think that what I call the “Top Gun effect” falls beautifully in that last category: creating a no nonsense, simple but really enjoyable and pure 100% feel good experience for customers. That goes for your customers, too. You are not unique in that matter.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Zendesk

MARCH 18, 2024

It’s often described as “how we do things around here.” Core values are really the beliefs of the organization or, more specifically, the people who comprise the organization. A smart CEO uses the brand promise to align all of the activities of the organization. Seriously, their words. That cannot just happen on its own.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Experience Investigators

OCTOBER 19, 2021

After all, the customer journey is really the journey of a relationship. We haven’t yet gotten to the point when we can say “find those shoes I was admiring” to our smart speakers and they’ll know what the heck we mean. “Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments?

Invoicing 125

Invoicing B2C B2B Start-ups 125

Steven Van Belleghem

APRIL 18, 2023

that you really care. For instance, you could ask it “What are fresh ideas for a B2B lift construction company to wow its customers” or “How can I make things right with a repeat customer who is really mad because he missed his flight because one of my taxi cars that broke down in the road and failed to deliver him in time?”

Customer Experience 78

Customer Experience AI Construction Social Media 78

Intercom, Inc.

JULY 28, 2022

With him, he brings the lessons he learned over the past 20 years in the industry, and as he told us, few things are more important than setting up a solid foundation for growth and developing a sales model that can get you where you want to go. It’s very transparent, very collaborative, and filled with really smart, amazing people.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Steven Van Belleghem

MAY 9, 2021

I also really love their “Everyday Hero” concept, where, each week, they share a story with the entire organization about someone who has done something extraordinary for a customer. So focusing on an amazing human experience is indeed a smart way to get back into the hearts of customers. Wells Fargo.

Customer Experience 104

Customer Experience Artificial Intelligence Social Media Finance 104

Lumoa

JANUARY 8, 2024

Now you might say, that’s a lot of things to consider. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). Welcome to the ‘digital-everything’ era.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Comm100

JANUARY 23, 2023

Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. 2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment.

Customer Experience 120

Customer Experience AI Outlook CX 120

Experience Investigators

JANUARY 24, 2023

It’s what smart leaders DO with the feedback. That’s where the power of a CAB really lies. Just like most things, it’s good to start small and learn with one group before adding too many! So here are some ideas for how to structure and manage your CAB, and a few best practices to set up for success. The list goes on.

Start-ups 98

Start-ups B2C Construction Customer Feedback 98