Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Contact Center Education Healthcare 318

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales 71

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 82

Customer Service Artificial Intelligence Start-ups Education 82

Intercom

DECEMBER 19, 2023

The potential for generative AI to revolutionize customer service was obvious from the moment we first had a conversation with ChatGPT, and our AI and Product teams sprung into action. The winning combination for customer service ? This blog post dives into the new approach we devised at Intercom to re-identify our PMF.

AI 96

AI Engineering Sports Customer Service 96

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Start-ups 78

Start-ups Gambling Social Media Education 78

Totango

FEBRUARY 23, 2024

On a recent episode of the MarTech Podcast, Karen talked about her first 60 days at Totango and the steps she took to ensure a smooth transition and set herself and her newly united team up for success. Here are three of Karen’s top tips for CMOs to have a successful first two months.

Start-ups 97

Start-ups Business Growth Sales 97

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . In other words, they haven’t taken the trip up the ladder over the top of the canopy. .

CX 132

CX Net Promoter Score Start-ups Customer Experience 132

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast.

Customer Experience 144

Customer Experience Customer Expectations 144

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Rightly so, to be honest.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Start-ups Government CX 165

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

Intercom, Inc.

APRIL 29, 2021

While a career in marketing wasn’t exactly in her plans (she stumbled into it by accident when she was living abroad in Paris), – her background in literature and film studies has given her an unusual perspective that encouraged her experiment with bold and new storytelling formats to drive organic growth. Inviting the audience in.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise.

Customer Loyalty 130

Customer Loyalty CX Customer Experience Customer Experience Management 130

Steven Van Belleghem

MAY 3, 2022

You can listen to our podcast conversation here: [link]. And as always, I wanted to write down my top insights here on my blog as well: Going above and beyond. The simplest way to illustrate this is with one of my own experiences. And as a customer, you won’t ever forget that. People: Training + Empowerment.

CX 109

CX Entertainment Sports Customer Feedback 109

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It is the same exercise with customers. A customer walks into a Customer Experience feeling something.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Education 140

Education Technology Technology Customer Experience 140

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. We discussed Price Image on a recent podcast. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. My wife Lorraine hates these stores!

Construction 120

Construction Start-ups Customer Experience 120

Intercom, Inc.

MAY 8, 2019

We specifically wanted to pick her brain all about customer acquisition : just how does HubSpot do it, and what marketing tactics do they deploy? This is episode nine of Scale , a brand new podcast series on moving from startup to scale up. These changes mean marketers need to constantly rethink how they bring in new customers.

Customer Acquisition 116

Customer Acquisition E-commerce Start-ups Gaming 116

Steven Van Belleghem

MARCH 9, 2021

Users can listen in to conversations, interviews and discussions between interesting people on various topics – it is just like tuning in to a podcast but live and with an added layer of exclusivity. Today Clubhouse only works on IOS, so you need an iPhone to experience this new cool place. So this is a good time to experiment with it.

Customer Experience 98

Customer Experience Event Planning Social Media 98

Execs In The Know

MAY 21, 2021

May 21, 2021 — Global customer experience (CX) industry leader Execs In The Know is pleased to share the news that its private, online community, Know It All (KIA), has surpassed the 500 member mark, strengthening its position as the world’s leading purpose-built community for CX leaders. SCOTTSDALE, Ariz., About Execs In The Know.

CX 52

CX Innovation Sales Customer Experience 52

Steven Van Belleghem

SEPTEMBER 26, 2019

So I was immediately drawn to his podcast which promises to “offer you best start-up advice from Silicon Valley and beyond”. More than anyone, he knows how to inspire his tribe, so it should not come as a surprise that he has a podcast show as well. A bit like an audio blog, actually. The GaryVee Audio Experience.

Innovation 52

Innovation Customer Experience Entertainment Machine Learning 52

Steven Van Belleghem

NOVEMBER 5, 2019

It’s the science and technology blog and news network of the legendary Singularity University, that was founded in 2008 by Peter Diamandis and Ray Kurzweil at the NASA Research Park in California. The blog also features a video and debate forum for its users to watch videos and interact with each other. Blake Morgan.

Innovation 52

Innovation Technology Technology Artificial Intelligence 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I

NPS 135

NPS CX Net Promoter Score Close the Loop 135

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . You’ll find tons of great content on all things SaaS, including customer success.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . You’ll find tons of great content on all things SaaS, including customer success.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. This summer, we actually did a blog post on how to put the recipe cards into action too.

Customer Experience 73

Customer Experience Business Growth Start-ups B2B 73

Intercom, Inc.

OCTOBER 3, 2019

Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. Your customers should know your employees by name. Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143