Experience Investigators

NOVEMBER 7, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Can you sort of take the lead here?”

Customer Experience 59

Customer Experience CX Start-ups Innovation 59

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Most call center software solutions fall under one of these common types. Most call center software solutions fall under one of these common types. Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Intercom, Inc.

MAY 3, 2018

Finding those problems to solve, however, becomes increasingly difficult as you scale – where the volume of feedback, and noise level of the vocal minority, compounds by the day. Rohini Pondhi , product management lead for Square’s Invoices product, knows this challenge well. If you enjoy the conversation check out more episodes.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

SugarCRM

JULY 13, 2023

As an organization, it is essential that you have a clear well-laid strategy and an idea of what objectives you would like to fulfill with a CRM migration. Below are four pieces of advice she gave us on ensuring your implementation process goes as smoothly as possible.

CRM 26

CRM Start-ups Technology Technology 26

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Hospitality 76

Hospitality Hospitality Non-Profits Direct Marketing 76

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Listen below and tell me what you think. IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Help Scout

OCTOBER 30, 2018

Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. Also, wow, this business has been funded, you say? At Help Scout, we build customer support tools , so our customers are at the center of everything we do.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Intercom, Inc.

OCTOBER 27, 2022

Manual document collection is not exactly what you would call a seamless process. Whether it’s customer onboarding or just gathering information for an event, we’re often trapped in endless follow-ups and back-and-forth emails until we finally get the assets and can move on with other, more meaningful tasks. SaaS-struck.

B2B 118

B2B Start-ups CRM Compliance 118

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. billion PC users.)

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. Then you had to try to reach them via email and convince them to fill it out. Short on time? But there’s a better way now.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

SurveySensum

JANUARY 23, 2024

Did you know that the average attention span of an online user is now shorter than that of a goldfish, lasting just about 8 seconds? Yes, that’s absolutely true! So, now you know why you didn’t receive enough responses on your LONG surveys. So, how does this work? Let’s dive in!

Customer Feedback 52

Customer Feedback Start-ups Touchpoint Gaming 52

Intercom, Inc.

JULY 9, 2020

Previously, he ran SEO at Atlassian and Dailymotion so it’s no surprise that he is widely regarded as one of the foremost voices in the SEO arena. When taken in the context of his ‘coming of age’ alongside SEO it’s little wonder that his insights on the topic are worth hearing. Kevin: Absolutely.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. But what do you do when everything is turned upside down? You can check out my full slide deck and blog post below. Embracing a philosophy of change.

Education 228

Education Event Planning Start-ups Healthcare 228

Hodusoft

FEBRUARY 22, 2024

The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. In this blog post, we discuss the ways IP PBX has transformed the communication landscape for MSPs and how you can handpick the right IP PBX solution for your MSP business.

Innovation 52

Innovation Technology Technology Gaming 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Intercom, Inc.

SEPTEMBER 5, 2019

?. In the latest episode of Intercom on Product, our SVP of Product Paul Adams and I dive into this question, and unpack what the sudden rise of a new generation of “keyboard-first” apps that focus on speed says about product design and how products evolve over time. Do these apps risk overserving their target customers?

Start-ups 138

Start-ups Engineering Sales Innovation 138

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The number one motivator is play.

Contact Center 140

Contact Center Gaming Technology Technology 140

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Intercom, Inc.

MAY 21, 2020

The first is routing: directing a customer’s question to the right team. Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help. You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221

Intercom, Inc.

OCTOBER 24, 2019

As one of the first 10 employees at Instagram, Bailey was wowed by the generosity and kindness that led early users to from Instameets around shared interests and hobbies. Short on time? To form a successful community, a company must be willing to collaborate, trust and empower its users and customers.

Start-ups 116

Start-ups Engineering Sports Social Media 116

Intercom, Inc.

JANUARY 18, 2023

If you’re short on time, here are a few quick takeaways: Despite the normalization of online tutoring, many teachers still have their doubts, not to mention the challenges in the equity of devices and internet access. Education is not exactly what we would call a tech-driven industry. Enter 2020. What has it been like to navigate this wave?

Education 205

Education Start-ups Technology Technology 205

Intercom, Inc.

JANUARY 28, 2021

If you’re short on time, here are some quick takeaways: To make government work for people, Amanda and her team actually walk a mile in their shoes – from waiting on queues to filling out tax forms. Only then can you understand what an efficient service looks like. Feedback can’t just be incorporated every election cycle.

Government 249

Government Start-ups Innovation Technology 249