Intercom

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now: I order online through a delivery service or schedule a pick-up. Changing Expectations.

Contact Center 182

Contact Center CX Technology Technology 182

Customer Bliss

DECEMBER 12, 2019

This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. The Impact of Leadership Bravery…. What happens with leadership bravery is that there is a lens through which leaders make decisions. is Leadership BRAVERY. Is this action one-sided?

62

62

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. The customer service industry got turned on its head in 2020. We’re hoping that CX leaders realized the key to outstanding service was ensuring their employees were happy. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Execs In The Know

MARCH 13, 2023

Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital market, companies that satisfy and surpass customer expectations have a higher chance of succeeding, whereas those that fail to do so are at risk of losing their customers and market share.

CX 52

CX Hospitality Hospitality Government 52

Experience Investigators

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. Iterative Design.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. Finances : Save costs with self-service. And in business, finding cost-effective ways to deliver better services is a year-round pursuit.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Execs In The Know

OCTOBER 16, 2022

PHOENIX, ARIZONA, US, OCTOBER 17, 2022 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce that its signature event, the Customer Response Summit (CRS), returns on October 24-26, 2022, in beautiful Coronado, California. September 20-22, 2023: Customer Response Summit – Nashville, TN.

CX 52

CX Innovation Customer Experience 52

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The customer service industry is evolving and hasn’t looked back. We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

SugarCRM

OCTOBER 18, 2021

Many in the (legacy) CRM industry have recast the sector as the CX industry. The main point that they put forth is that CX is a company’s strategy for delivering a memorable and exceptional experience to their customers. Customer service software was a distinct software category with companies like Scopus and eGain.

CRM 49

CRM CX E-commerce Sales 49

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?

CX 181

CX Start-ups Business Growth Engineering 181

Execs In The Know

APRIL 26, 2023

The Impact on the Customer Experience When an organization undergoes transformation, it can have a significant impact on the customer experience. This can help ensure that the organization is aligned with the needs and expectations of its customers. Your next big idea may be just a brainstorming session away.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Shep Hyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

Fonolo

NOVEMBER 21, 2018

Twilio Flex was officially released prompting VP Al Cook to say , “Current approaches to cloud contact centers typically don’t offer the level of customization that these large organizations need … [unless] … you bludgeon a premises-based contact center into submission with enough time and professional services.” Importance of Chat.

Contact Center 57

Contact Center Social Media Engineering Innovation 57

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Leadership engagement.

Manufacturing 86

Manufacturing Government Innovation Customer Experience 86

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Why “it’s all about the long term” What it really means to be customer obsessed. It’s about how thinking long term and following your passions first can lead to not just profits, but a happy life for you, your employees, and customers.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Intercom

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Download your copy of the thought leadership paper now. Sound familiar?

Machine Learning 116

Machine Learning Actionable Insights Technology Technology 116

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 1: Honor and Manage Your Customer Assets.

Engineering 54

Engineering Construction Business Growth Innovation 54

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. About Darryl.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

1 to 1

JULY 7, 2021

Businesses had to quickly adapt and find new ways to connect to their customers while maintaining operations. At NRF Retail Converge , retailers weighed in on the consumer habits that they anticipate will outlast the pandemic, changing business models and the customer experience. So, what do customers want from an in-store experience?

Retail 26

Retail Gaming CRM Sales 26

Qualtrics

NOVEMBER 13, 2020

Consider how the “Amazon effect” influences our expectations around service delivery; Amazon can give customers what they want, when they want it (in some cases, within hours). As a result, customers have come to expect a similar experience everywhere - not just from companies but also government.

Government 32

Government Scorecard NPS Customer Satisfaction 32

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Customer Service 53

Customer Service Contact Center Social Media Sales 53

DMG Consulting

MAY 15, 2018

The argument that contact center solutions do not access or store personal consumer or customer data or protected health information, for example, might once have been valid, but it isn’t any longer. The market leaders will begin a major round of innovation to build “smart” and personalized contact center and self-service solutions.

Contact Center 59

Contact Center Compliance Artificial Intelligence Innovation 59

CX Journey

DECEMBER 8, 2015

Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. I’m honored to provide a guest blog, in keeping with her thought leadership on these important topics. Today I'm pleased to share a guest post by Joseph Michelli.

Customer Journey Map 37

Customer Journey Map Manufacturing Sales Customer Feedback 37

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

Contact Center 62

Contact Center Social Media Omnichannel Customer Satisfaction 62

Zendesk

NOVEMBER 3, 2022

Even the highest-performing service organizations need to know where they stand among their competitors and how they can continue raising the bar to retain their status as leaders. If you’re at this stage in your CX maturity, then you know the value a service organization—your service organization—brings to the business.

CX 52

CX Machine Learning Customer Service Customer Acquisition 52

Zendesk

MARCH 23, 2021

Quiz time: Is your customer support team having a hard time transitioning to work-from-home in the midst of the COVID-19 pandemic? Have you recently suffered a setback due to server crashes that resulted in unhappy customers? What is cloud computing for customer support? Why move customer service to the cloud?

Customer Service 52

Customer Service Contact Center Customer Satisfaction Social Media 52

Intercom

APRIL 7, 2022

Businesses quickly realized they were spending a bit too much on awareness and customer acquisition and not nearly enough on retention. And that, according to Catherine Blackmore , was the dawn of customer success. Over the years, Catherine realized businesses need to meet customers at their level. Short on time?

Start-ups 59

Start-ups Retail Technology Technology 59

Taylor Reach Group

SEPTEMBER 29, 2020

Also, legacy, current, and backward compatible versions to think about. Fortunately, most of these components can be found in a single cloud platform known as Contact Center as a Service, or CCaaS. CCaaS is a software deployment model that delivers all facets of the customer experience through vertical integration of its best features.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

SugarCRM

JULY 28, 2022

But B2B customers were very ready for it. Our customers barely noticed a difference. However, there were challenges along the way, both for many of our customers who were on the same journey and for us. Remote Is the “Old Normal” for Customer Service Teams. Some companies were ready; some were not.

CRM 26

CRM E-commerce B2B Omnichannel 26

Beyond Philosophy

JULY 4, 2016

CMC Thought Leadership Principal, Beyond Philosophy. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Customers want seamless, convenient banking experiences, irrespective of channels or when they are used. Let’s begin there.

Retail 90

Retail Innovation Finance Technology 90

Intercom, Inc.

JANUARY 9, 2020

An experience vision answers the question : “What will the experience of using our product or service be like some number of years in the future?”. Where is a lack of good design causing the organization to deliver products and services that are far less than they could be? Jon: Absolutely. Jared: Yeah. We can get past that.

Start-ups 165

Start-ups Sports Finance Education 165

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I think at the time when I started, my only understanding of customer feedback was as a customer of. PeopleMetrics Turns 20!

CX 62

CX Pharmaceutical Start-ups Text Analytics 62