CX Accelerator

SEPTEMBER 24, 2019

It takes time to build those relationships through collaboration, empathy, and respectful negotiation, with a deep awareness of where the other party is coming from and what they’re trying to achieve. Educating others and changing minds, whether on a small or a larger scale, is hard. Well, dial back your expectations a little.

CX 182

CX Education Social Media Government 182

Intercom, Inc.

JANUARY 14, 2021

Because the empathy and curiosity to understand the world and see, “Oh, this could be done differently,” combined with the knowledge of what’s feasible from the technology side, how digital products can be applied or built to solve the problems, that’s a unique approach. Use it to make better product decisions.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Doing CX Right

SEPTEMBER 19, 2020

Don’t wait for customer ratings to scale across the world. This will engage empathy. Please note: ExperiMentations Blog Post (“Our Blog Post”) is not intended to be a substitute for professional advice. We are not responsible and will not be held liable for third party comments on Our Blog Post.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Totango

SEPTEMBER 14, 2021

Do You Communicate Empathy in Your Customer Conversations? To track the effectiveness of your efforts to communicate empathy, consider building questions into your customer satisfaction surveys which invite feedback in this area. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 91

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Comm100

JANUARY 17, 2024

And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Certain complex and sensitive issues often require human empathy, creativity, and complexity that even the most advanced AI cannot provide.

AI 77

AI Customer Service Technology Technology 77

Execs In The Know

FEBRUARY 16, 2023

And an immediate turn-around in skill proficiencies – delivering improved empathy, customer satisfaction, active listening, and all the other actions we want them to practice for improved customer experiences.” It allows you to scale top-performing agents while removing the awkwardness and bias inherent in human-to-human role play.

AI 52

AI Scorecard Contact Center Compliance 52

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. However, automate­d tools can greatly assist in delivering pe­rsonalization on a larger scale. Relying on automation doesn’t fully satisfy customers’ needs for empathy, personalization, or complex problem-solving.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Intercom, Inc.

AUGUST 15, 2019

Here are five quick takeaways: You must establish deep empathy for the customer. As these companies scale, there seems to be a challenge for them in maintaining the pace and the agility they had when they were smaller. Examples of scaling challenges from Jeff Gothelf’s talk on Scaling Lean. Short on time?

Start-ups 179

Start-ups Innovation Engineering Retail 179

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

CX 129

CX Customer Experience Education Machine Learning 129

Callminer

AUGUST 1, 2017

On-site systems, like those offered by traditional PBX, are bulky and require more hardware when you need to physically up-scale your business. Hosted solutions also scale much better and by their very nature, are immediately much cheaper and more efficient to implement. More adaptive to tech, especially those that are cloud-based.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

OCTOBER 2, 2020

Empathy is a core tenant of relationship-building in the business world—people do business with people, not companies. You should: Establish and scale your digital communication . During these unprecedented times, it might be necessary to adjust your business offerings accordingly. Personalize communications.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

Intercom, Inc.

AUGUST 15, 2018

He had to quickly determine which team members displayed a potential for leadership and teach them the fundamentals of management so they could make new hires and scale – without ruining the culture. Darragh: You wrote a blog post recently about the impact of having sponsors during your time at Microsoft. Sponsorship vs. mentorship.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

SugarCRM

JUNE 16, 2022

Using AI to Create Empathy in Marketing Strategies. Empathy and personalization are key to performing here—all now easily in our grasp thanks to technological advances. We want to give that local corner shop experience, but it’s impossible to scale up. But only “17% use AI and machine learning across the function.”

CX 26

CX Sentiment Analysis AI Machine Learning 26

TeamSupport

DECEMBER 21, 2018

Inherent qualities such as empathy, attentiveness, positivity, humility, patience, and a problem-solving mindset are important for B2B customer service agents and extremely difficult to teach. Read the latest from their blog here. In fact, 51% of B2B companies will avoid vendors for at least two years after a bad customer experience.

B2B 49

B2B Customer Service B2C Customer Experience 49

Zendesk

FEBRUARY 7, 2022

Whether you’re a well-established firm or just starting to scale and grow, a successful customer support team can help attract new business, boost retention, and increase sales among your existing customer base. Build empathy into every interaction. Empathy in a support organization helps agents read between the lines of a situation.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences. Talk to your board.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom

FEBRUARY 1, 2022

Preparing an adequate knowledge base, help center, or blog with a clear navigation path is vital for empowerment. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers at scale. Empower your customers to self-serve. Setting goals to properly reflect the work.

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

Totango

JANUARY 17, 2019

That means responding to customer phone calls, emails, or even comments on social media with empathy. A customer-centered approach focuses on nurturing your customers towards long-term goals by using repeatable practices and scaling as their business grows. Prepare for Escalation. Listen to your customer to learn why they’re unhappy.

Customer Loyalty 74

Customer Loyalty Social Media Customer Retention Start-ups 74

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. In this piece, Help Scout’s Lead Recruiter, Leah Knobler, shares how she approaches recruiting with empathy — the secret sauce to consistently hiring skilled people who add value. We hope you enjoy reading them as much as we enjoyed creating them.

Sales 40

Sales Finance 40

Shep Hyken

NOVEMBER 7, 2022

They wanted more empathy and understanding than usual. MITechNews.com) The quality of the customer service and support you provide has to be solid, regardless of the scale at which your business operates. My Comment: The title says it all. While all five ideas may not apply to every type of business, at least one or two of them will.

Customer Service 14

Customer Service Outlook Customer Loyalty CX 14

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Structured training is great for organizations moving deeper into coordination or on to the scaling and optimizing stages. Where to Start.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Comm100

NOVEMBER 27, 2017

Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone?

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Empathy is the ability to put yourself in someone else’s shoes. How do you respond when you are stuck in a bad traffic jam?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. Both technologies are essential to achieve higher levels of personalization, customer satisfaction, and business efficiency.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. Scaling Customer Success: What Technology Does a CS Team Need? A well-organized CS team helps you build a brand reputation for being customer-centric.

Sales 97

Sales Customer Satisfaction Start-ups CRM 97

Intercom, Inc.

MAY 22, 2019

It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. Short on time? Paige: Deepa, welcome to the show. Deepa: I love telling this story.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

APRIL 15, 2021

AI is only helpful when we have a specific problem in mind that could benefit from a bit more scale. Start with something that works but needs to scale and use AI and automation to increase the scale. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Caught your interest?

AI 118

AI Start-ups B2B Predictive Analytics 118

Intercom, Inc.

SEPTEMBER 19, 2019

We chat about this exciting development, and we also look at the evolution of hiring needs when moving from startup to scale-up, how to build a culture that’s both collaborative and competitive, and why price and speed are his North Star. Ciaran: You mentioned moving from startup to scale-up mode. to Close.com. Short on time?

Sales 184

Sales Sports Start-ups Gaming 184

Hodusoft

SEPTEMBER 6, 2023

In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. Personalized and empathetic communication When it comes to lead generation, empathy can go a long way to forge strong relationships with prospects and build trust.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Totango

MAY 22, 2020

Make sure that the technology your remote Customer Success team is using helps scale your overall efforts. Have Empathy and Be Flexible. Especially for Customer Success teams new to remote work, exercising empathy and flexibility can make a world of difference in how well your team adapts to new systems and processes.

Start-ups 62

Start-ups Technology Technology 62

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. For companies with established virtual agent programs, scaling up support is critical.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. For companies with established virtual agent programs, scaling up support is critical.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

SurveySensum

OCTOBER 27, 2020

As such, it is much more common to see the board of directors or venture capital firms applying pressure to scale and optimize the Customer Success operations in order to achieve a higher growth and profitability rate for their portfolio of companies. Irit Eizips is the Chief Customer Officer & CEO at CSM Practice.

Education 59

Education Start-ups Customer Relationship NPS 59

Qualtrics

MAY 8, 2020

Consider establishing a team to manage your text data at scale. Respond with empathy and in a timely manner. Maybe after reading this blog, give yourself a 5-minute break—use your favorite meditation app, make a cup of tea, do some breathing exercises, step outside for fresh air, or do something else that feels calming to you.

Education 26

Education 26

Comm100

MARCH 28, 2018

This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team. Etiquette and empathy: This is the rating given by the observer about the agent’s behavior and etiquette as well as how they handle the customer. Provide consistent rating scales. Use open-ended questions.

Customer Service 46

Customer Service Contact Center Customer Satisfaction Customer Feedback 46

Intercom, Inc.

MAY 21, 2020

We’re so happy to have you here today to talk about how you and your team have helped us scale Intercom’s support experience with automation. Focusing in on automation, optimizing the support experience for a company like Intercom that’s scaling so fast is a challenge. Kaitlin: Ryan, welcome to Inside Intercom.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221