Zendesk

APRIL 26, 2023

Customer experiences aren’t meant to be one-size-fits-all. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. But its ability to make customer experiences inclusive and accessible for all will help shape a truly revolutionary future.

AI 98

AI CX Technology Technology 98

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

MARCH 9, 2022

We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. We work to ensure that what happens because of things we ship delivers tangible value to our customers.

152

152

Steven Van Belleghem

MARCH 9, 2021

Should companies try Clubhouse? Four Customer Experience Tactics for Clubhouse. In this blog I wanted to share some easy-to-implement tactics on how you can use Clubhouse for your customer experience strategy. Invite your customers on stage. Customers always appreciate such opportunities. What is Clubhouse?

Customer Experience 98

Customer Experience Event Planning Social Media 98

Execs In The Know

MARCH 14, 2022

These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectations in 2022 and beyond.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Logicalware

JANUARY 23, 2023

A proactive customer experience allows customers to move seamlessly along the journey, offering faster support speeds. According to the State of the Connected Customer Report by Salesforce , 73% of customers state that they expect companies to understand their unique needs and expectations.

Innovation 52

Innovation AI Customer Service Customer Experience 52

Intercom, Inc.

NOVEMBER 12, 2020

So while these shifts in consumer behaviors may be expedited by current circumstances, many unexpected industries were already exploring how to adopt B2B strategies for B2C – without losing the personal customer relationships that are at the core of their businesses. Welcome to S.H.O.P., Learning from B2B.

Retail 221

Retail B2C B2B Manufacturing 221

Fonolo

JANUARY 13, 2022

Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. Be communicative. . Act on data.

Contact Center 81

Contact Center Construction Customer Satisfaction Start-ups 81

Intercom, Inc.

JANUARY 16, 2020

We chatted about the company’s evolution from RealtimeBoard, a tool beloved by the UX community, to Miro – a rapidly growing SaaS innovator that boasts Dell, Netflix, Ikea, and Spotify amongst their steadily growing roster of clients. In our discussion we unpack what this means for them as a company and for their customers.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Zendesk

SEPTEMBER 20, 2021

Today’s sales reps are spending less time living out of their suitcases, and more time in their home offices (or repurposed guest rooms, walk-in closets, and kitchen corners). By the time you meet with a potential customer, they may have already run through the sales process in their mind and might be close to a decision.

Sales 96

Sales CRM Start-ups B2B 96

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. What have we learned during COVID?

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Actions must be congruent with our stated commitment to customer-driven growth.

CX Transformation 95

CX Transformation CX Customer Experience 95

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. And, like always, there was plenty of time to connect with colleagues and make new friends in CX. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty.

E-commerce 106

E-commerce Sales Social Media CX 106

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. 3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Why is Inclusive Agent Engagement Important?

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Zendesk

NOVEMBER 28, 2022

And smart ecommerce leaders are positioning their CX teams to not only resolve customer questions quickly and personally—but to also act as sales reps. And smart ecommerce leaders are positioning their CX teams to not only resolve customer questions quickly and personally—but to also act as sales reps. It’s all about relationships.

Sales 52

Sales Customer Service Social Media CX 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 107

Hospitality Hospitality Social Media Innovation 107

Zendesk

NOVEMBER 14, 2022

Yet as we learned in the early days of the pandemic, the companies who were further ahead on their path to digital-first had an easier time making the required shifts. Yet as we learned in the early days of the pandemic, the companies who were further ahead on their path to digital-first had an easier time making the required shifts.

Customer Service 98

Customer Service Customer Expectations CX AI 98

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. It happens at a primitive and emotional level.

Customer Experience Management 131

Customer Experience Management Customer Experience CX Customer Service 131

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. And they must do all this while meeting customer demand and keeping labor costs low. Improving EX is an important step in developing a productive and engaged workforce, and one way to do that is with proper agent scheduling.

Outlook 52

Outlook Construction Social Media AI 52

Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work. What is National Customer Service Week?

Customer Service 94

Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on.

Start-ups 202

Start-ups Customer Feedback Sales 202

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience. A thorough customer onboarding process.

Customer Service 98

Customer Service Start-ups Gaming CRM 98

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. It takes years to build, and therefore ranges from very weak to very strong. Who has it?

B2B 291

B2B Engineering Start-ups Transportation 291

Zendesk

SEPTEMBER 23, 2021

Customer acquisition cost (CAC) was on the rise for many companies prior to COVID-19. But since the onset of COVID-19, brands have actually been acquiring new customers more cost-effectively. McKinsey & Company reports that the shift to digital sales led to 30 percent higher acquisition efficiency for businesses.

Customer Acquisition 97

Customer Acquisition CRM Sales Social Media 97

Zendesk

FEBRUARY 21, 2024

Evolving technology means customers are no longer limited to shopping locally. No longer are they just selling products or services—they’re building relationships and selling a great customer experience. No longer are they just selling products or services—they’re building relationships and selling a great customer experience.

Sales 52

Sales Social Media CRM B2B 52

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. 3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Why is Inclusive Agent Engagement Important?

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. When I start working with clients, we build a team for each competency during the first four to six months.

Customer Experience 55

Customer Experience Engineering CX Start-ups 55

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. According to Salesforce Customer Engagement Research 2022 , 73% of customers expect companies to understand their unique needs and expectations.

Retail 52

Retail E-commerce Customer Experience Social Media 52

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Zendesk

MAY 3, 2023

You’ll want to be in the room(s) where it happens, and we’re not just talking about the inspirational keynotes and main-stage product announcements coming at Relate 2023. We’re betting those will prompt at least a gasp or a tear, but we know many of you are joining live to learn the how—not just the why—of customer experience.

AI 52

AI Customer Experience Retail Customer Retention 52