Futurelab

AUGUST 10, 2021

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success. Tags: customer experience customer success digital Annette Franz (Gleneicki) Facebook Like.

CRM 246

CRM Customer Experience 246

Callminer

AUGUST 10, 2021

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation.

Business Growth 182

Business Growth 182

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Futurelab

AUGUST 10, 2021

Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.

CX 130

CX Customer Experience 130

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Conversocial

AUGUST 10, 2021

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.

AI 119

AI 119

Customer Think

AUGUST 10, 2021

The integration of these capabilities into Pipeliner CRMs offering is an industry-first, enabling users to enjoy expanded functionality without the added cost for expensive third-party add-ons.

CRM 105

CRM 105

Customer Think

AUGUST 10, 2021

New product offering capitalizes on platform’s rich data set to provide immediate view of customer journeys, empowering brands to proactively optimize the digital experience.

Actionable Insights 98

Actionable Insights 98

Zendesk

AUGUST 10, 2021

With so much still uncertain and a new variant delaying some companies return-to-work plans , we are more reliant than ever on cloud solutions that allow us to connect and collaborate remotely. SaaS startups have a real opportunity to capitalize on the shift to a truly digital-first world, and among the top cloud companies named in the Forbes Cloud 100 this year, the vast majority are using Zendesk to give their customers a great experience.

CX 98

CX Omnichannel Customer Expectations Sales 98

ModSquad

AUGUST 10, 2021

As customer expectations rise, support teams need to deliver a reliable, quality experience across every channel — and that includes email. A key part of your effort must include integrating email support into your larger strategy. Email brings in a staggering $38 for every $1 spent by a company. This includes marketing outreach efforts, retention emails, and, of course, customer support communications.

Customer Experience 98

Customer Experience Start-ups Customer Satisfaction Customer Expectations 98

Aquire

AUGUST 10, 2021

Looking to create a knowledge base and provide 24/7, automated, self-service support for your customers? Well, this post is going to show you how to do just that…and in 7 easy steps. Customers know that reaching out to a live agent means spending a big chunk of time waiting for a response or explaining their issue. In some cases, they’ll be transferred over and over or told to call back.

Engineering 98

Engineering Start-ups CRM Sales 98

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Sprinklr

AUGUST 10, 2021

It’s impossible to remember everything. With the rising popularity of conversational chatbots , simple customer queries are now handled automatically. That’s great for customers because they get faster answers, and it’s great for companies because it lets them scale to meet fluctuations in demand. But it also means that the kinds of queries that service agents handle get more complex.

AI 98

AI CXM Contact Center Customer Satisfaction 98

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. Despite that fact, employers across the country are searching for ways to find qualified candidates for open requisitions. Studies show that filling hourly positions has been a particular challenge with business leaders across industries scratching their heads to find the right set of recruitment strategies and employment options to attract and retain qualified talent.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

ClientSuccess

AUGUST 10, 2021

We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. Maybe it’s a year into using your technology when it’s time to discuss renewals. Or, maybe, something as simple as scheduling issues resulted in weeks of missed meetings. However customers go dark, it is often the CSMs responsibility to rein them back in and get them back on the path to success.

Start-ups 85

Start-ups Customer Loyalty Customer Relationship Technology 85

Shep Hyken

AUGUST 10, 2021

Customer Insight. Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.

Artificial Intelligence 81

Artificial Intelligence Technology Technology AI 81

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

AUGUST 10, 2021

LinkLive gives healthcare providers a dynamic, safe, and secure means for digital patient engagement through virtual channels in one centralized solution.

Healthcare 85

Healthcare 85

ModSquad

AUGUST 10, 2021

As customer expectations rise, support teams need to deliver a reliable, quality experience across every channel — and that includes email. A key part of your effort must include integrating email support into your larger strategy. Email brings in a staggering $38 for every $1 spent by a company. This includes marketing outreach efforts, retention emails, and, of course, customer support communications.

Customer Experience 52

Customer Experience Start-ups Customer Satisfaction Customer Expectations 52

Zendesk

AUGUST 10, 2021

The global pandemic made staying home and going online a necessity. But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. In fact, the Zendesk Customer Experience Trends Report found that ecommerce sales increased by 30 percent in 2020. Today’s customers also care about different things than they did pre-pandemic.

Sales 52

Sales Social Media Gaming Start-ups 52

Lightico

AUGUST 10, 2021

Corporate KYC , or Know Your Customer , is the process of vetting a business or corporate entity and its beneficiary owners for the purposes of AML /KYC compliance. In this blog post, you will learn what corporate KYC entails, what information a corporate customer is required to provide, and how corporate KYC processes can be automated with simple tools.

Compliance 52

Compliance Customer Relationship 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

CX Network

AUGUST 10, 2021

Senior manager of customer support operations at Intercom, Ryan Steinberg, explores the benefits of automated customer service.

Customer Service 52

Customer Service 52

Customer Think

AUGUST 10, 2021

Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.

AI 40

AI 40

Knowmax

AUGUST 10, 2021

How do cloud-based scripting platforms promote agent efficiency?

52

52

Intercom, Inc.

AUGUST 10, 2021

Your brand is how your company presents itself to the world, but inevitably there will need to be slight adjustments needed along the way. A brand is not a singular design element, font, color, illustration style, or icon. ( Your brand ? your logo , for example.) Rather, it’s a system of interconnected elements that represent how your company looks, feels, and acts, and which combine to create a consistent, recognizable, unified personality.

257

257

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

ProProfs

AUGUST 10, 2021

What is a Learning Style Quiz? A learning style quiz is a type of quiz that you deploy to identify a learner's learning style & preference. It helps learners better understand how they retain new information and provides the teachers/instructors an in-depth insight into their learning abilities. As a kid, I often found it challenging to keep up with my Maths lessons.

Education 52

Education Sports Start-ups AI 52

CommBox

AUGUST 10, 2021

Excellent customer service in the governmental services industry has been largely lacking for many years. Citizens face walls of bureaucracy and old working methods while attempting to receive essential services or file requests. According to ACSI 2020 report, citizen satisfaction with American federal government services plunges to a five-year low in the United States. .

Government 52

Government Omnichannel Customer Service Compliance 52

SugarCRM

AUGUST 10, 2021

Where do you prefer to keep in touch with your customers? If the answer consists of a single channel touchpoint, there’s room for improvement. Successful companies carry customer interactions across multiple touchpoints as part of what we know as omnichannel customer service. . Customers expect seamless interactions with brands and dislike limited communication options.

Omnichannel 26

Omnichannel Customer Service Net Promoter Score Touchpoint 26