Uniphore

JULY 10, 2021

Live Agent Assist Demos and Case Studies Showing: How to Train and Onboard Your Agents in the New Normal Without Relying on Knowledge Management How to Arm Your Agents With the 10 Superpowers that Reduce AHT and Boost NPS How to Coach Your Agents to Become Your Best Agents Without Traditional QM and PM How to Go Beyond FCR and Avoid the Next Issue.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Do we have friction points that frustrate our customers?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

Intercom

JUNE 7, 2023

There’s a big question being asked in the customer service industry right now: what will the future of support look like in the age of AI? AI and automation have presented huge opportunities for customer service teams in terms of scalability, time savings, faster resolutions and response times, and improved customer experiences.

Customer Service 103

Customer Service AI Technology Technology 103

Intercom, Inc.

MARCH 1, 2022

We are in the midst of a complete transformation in how companies and customers interact with one another. As all businesses become at least partially digital businesses, customers expect those online interactions with companies to be convenient, effective, and personalized. How can businesses adapt to this new reality?

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

TeamSupport

MARCH 11, 2024

Is your team ready for the future of customer support? We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Future is Now First things first - let's talk about how customer support has evolved. Self-Service: Customers are becoming more independent.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

Is your team ready for the future of customer support? We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Future is Now First things first - let's talk about how customer support has evolved. Self-Service: Customers are becoming more independent.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

Healthcare 98

Healthcare CX Sales Customer Experience 98

Intercom, Inc.

JANUARY 31, 2022

We’re working with venture capital, accelerator, incubator, and technology partners to help founders bring the best communication experience to their customers. It is an essential element of the startup stack as founders optimize their customer engagement”. Intercom was critical to Notion’s early engagement with customers.

Start-ups 118

Start-ups Innovation Technology Technology 118

ECXO

AUGUST 15, 2023

As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement. So the question becomes, if we can make digital twins of machines, can we make them for customers too, and what are the possibilities? How Do We Create a Digital Twin of the Customer?

Manufacturing 98

Manufacturing Artificial Intelligence Machine Learning Legal 98

Steven Van Belleghem

JANUARY 26, 2022

But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. Many companies just never seem happy with what they achieve for their customers.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Intercom

MARCH 27, 2023

You satisfy your customers, but can you satisfy our curiosity? With Libor Bitala, Head of Support at ROI Hunter. I am Head of Support at ROI Hunter. What’s the most valuable thing working in customer service has taught you? What’s the best customer service experience you’ve ever had?

E-commerce 105

E-commerce Retail Customer Service Customer Experience 105

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. Tactics for implementing a seamless omnichannel experience within your organization. Discover more about the ECXO at [link].

Customer Experience 80

Customer Experience CRM Omnichannel CX 80

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. Each underscores the importance of user experience in a program’s success: How do you define and measure the end-to-end process that impacts the user experience? Conversational AI can greatly improve the help desk user experience.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. Consequently, so does the demand for a good customer experience. We want to experience something new, something better.

Customer Experience 94

Customer Experience Touchpoint Start-ups CX 94

Beyond Philosophy

APRIL 1, 2023

You are probably underestimating the importance of a vital part of your Customer experience. However, neglecting to address it can have negative impact on your customer satisfaction, customer loyalty, and customer advocacy. Underestimating the significance of this part of your experience is a critical mistake.

Customer Relationship Management 88

Customer Relationship Management Engineering CRM Customer Loyalty 88

ECXO

MAY 25, 2023

link] By becoming a member, you’ll have access to all our actual and previous digital events and articles, including this webinar, and you can also follow us on LinkedIn for updates: [link] During this webinar, you’ll have the opportunity to learn a variety of valuable skills and techniques, including: 1.

VOC 52

VOC CX AI Customer Feedback 52

Shep Hyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. When employees interact with customers, they have the great responsibility to represent the entire organization.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. AI has been quite overhyped in the past. ” Tab, tab, tab.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

SixteenVentures

AUGUST 14, 2022

Customer Success leaders understand the value of predictable results for their organization, so they evangelize, prioritize, and even incentivize Consistency with their team. World-class Heads of Customer Success don’t hold hustle and scramble as badges of honor for their CSMs. Stop Glorifying Hustle and Scramble.

Start-ups 60

Start-ups 60

Logicalware

SEPTEMBER 23, 2021

The change created a huge amount of work for the company’s customer service department. Overnight, the number of customer service cases increased by 500 per cent. In February 2015, we received almost 150,000 customer cases in just over 20 working days. At the time, we were probably the worst in Sweden! billion (£135.3

Technology 98

Technology Technology Customer Service Sales 98

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.”

Sales 223

Sales Start-ups Customer Relationship Technology 223

Intercom, Inc.

MAY 7, 2020

E ntertainment – what does the current situation mean for a sector that relies so much on “experiences?”. In New York City, award-winning independent restaurants are struggling to find a path forward , others are scrambling to offer takeout options to hungry customers. Open the digital door.

Sales 210

Sales Retail Government CRM 210

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. Or, what about creating those emotional feelings for the customer , to whom you can then pitch upgrades?

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. Back in 2013, our head of engineering Darragh coined this mantra: Shipping is our heartbeat.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Buyer Persona

DECEMBER 9, 2020

Oftentimes, we can create an over-reliance on past data and experiences to shape our assumptions about the present and the future. . There are many unanswered questions we face heading into 2021. After a revision, an ambitious marketing and sales plan was put into place to upgrade existing customers. No Longer Be True.

Sales 128

Sales B2B 128

Shep Hyken

JULY 5, 2022

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers. Top Takeaways: People consume differently and customers’ needs change.

Customer Service 77

Customer Service Customer Experience 77

Intercom, Inc.

JUNE 27, 2018

Perhaps you’re acquiring customers but they’re not sticking around. Rachel Hepworth, Head of Growth Marketing at Slack. Shaun Clowes, former Head of Growth at Atlassian, and many more. You’ll learn: How to pinpoint your product’s magic moment – and ensure users experience it as quickly as possible.

Customer Acquisition 157

Customer Acquisition Customer Retention Sales 157

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

SixteenVentures

AUGUST 14, 2022

World-class Customer Success leaders understand the value of predictable results for their organization, so they evangelize, prioritize, and even incentivize Consistency with their team. Stop Glorifying Hustle and Scramble World-class Heads of Customer Success don’t hold hustle and scramble as badges of honor for their CSMs.

Start-ups 52

Start-ups 52

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer Experience 245

Customer Experience Customer Service 245

Shep Hyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Customer Service 98

Customer Service Education Customer Satisfaction Start-ups 98

Intercom, Inc.

NOVEMBER 23, 2021

I’m excited to welcome three new senior leaders and a new Board Member to Intercom, to help deliver even more breakthrough value to our customers at an exciting moment for the company. She has more than 20 years of marketing leadership experience and was previously the CMO of Smartsheet, where she helped grow the company to $500M ARR.

Legal 118

Legal Sales Technology Technology 118

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

NOVEMBER 12, 2020

On the podcast, Dee talks to Loren Padelford ( Shopify Plus) , Michelle Curtin (Head of Personal Shopping at Brown Thomas ), and Colin Harmon (founder of 3fe Coffee ) about the social changes that are driving new trends across the sector. You become very much a part of people’s lives, and coffee is a catalyst for these social experiences.”.

Retail 221

Retail B2C B2B Manufacturing 221

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Intercom, Inc.

APRIL 23, 2020

E ntertainment – what does the current situation mean for a sector that relies so much on “experiences”? Will working from home become a more regular occurrence as companies weigh the pros and cons of remote employees? How have companies pivoted to serve their customers from afar? Amir Salihefendi? ,

Healthcare 197

Healthcare Start-ups Sales Technology 197