Adrian Swinscoe
AUGUST 16, 2021
Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]. The post Pink Goldfish, standing out, portmanteaus and wabi-sabi – Interview with Stan Phelps and Dave Rendall first appeared on Adrian Swinscoe.
The Belding Group
AUGUST 16, 2021
Looking to build stronger, closer relationships at work and in your personal life? Here are three we should always be working on: Shaun Belding | www.shaunbelding.com.
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Taylor Reach Group
AUGUST 16, 2021
A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations.
Customer Think
AUGUST 16, 2021
While technology, comprising everything from laptops and software to bandwidth and the Internet, make remote working easier and more feasible than ever before, it’s taken the COVID-19 pandemic to bring the virtual office into reality. For almost a year, to control the virus, many inside sales reps made home their base of operations. And it […].
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Shep Hyken
AUGUST 16, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 16 Great Customer Service Tips and Examples by Tom Coombe. (Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.
Customer Think
AUGUST 16, 2021
It’s become high fashion to declare the future of selling is “virtual.” While F2F, telephone, text, and other approaches will continue to exist, everything is moving to virtual. Usually, there’s a whole bunch of data to support why this is important. For example, sales people can make back to back sales calls through the [.].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 16, 2021
Digital transformation is advancing at breakneck speed, helping businesses become more competitive, resilient and profitable. In fact, a recent Deloitte survey found 69% of surveyed leaders plan to increase their financial commitments to digital transformation, particularly in response to the pandemic. With the pandemic serving as a forcing function to modernize technologies and strategies, businesses […].
DMG Consulting
AUGUST 16, 2021
Question: What is the difference between a zero-footprint contact center and digital first? Answer: DMG defines a zero-footprint contact center as “a service, sales, collections, human resource, field service, etc. department that uses self-service solutions and software robots to automate the handling of 100% of inquiries.” These zero-footprint service departments do not give their customers and prospects the opportunity to speak to a live agent, as none are employed.
Customer Think
AUGUST 16, 2021
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business and especially in our customer experience work, we seek alignment – from both executives and emplo.
ClientSuccess
AUGUST 16, 2021
Juggling the day-to-day responsibilities of a customer success manager can be overwhelming at times. It can be hard to know where to focus between serving as the main point of contact between customers and the rest of your business and managing all of the minute details of implementation and ongoing projects. While focusing on the ins and outs of customer success strategy can allow CSMs to grip their weekly to-do lists better, sometimes it helps to go back to basics.
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.
Customer Think
AUGUST 16, 2021
As we emerge from the pandemic, there are a lot of discussions about the future of sales. A lot of the discussion focuses on virtual selling–leveraging technologies like Zoom, Teams, and others as key engagement approaches. F2F continues to play a role, but many of the “pundits” are declaring virtual selling to play [.]. The post Virtual Selling Is Not The Future Of Sales!
Lightico
AUGUST 16, 2021
Do you want to increase your productivity when it comes to mortgage lending? If so, then workflow automation is the answer. It offers a solution for mortgage professionals who are looking at scaling their engagement with prospects and customers, continually track and optimize their performance, and even integrate with artificial intelligence when automated communication is desired.
Customer Think
AUGUST 16, 2021
Do you want to increase your conversion rates right away? And how about getting the customers you have to upgrade and stay with you longer? Sounds good, right? And that’s why you should make product education a critical part of your business strategy. Product education is all about teaching your customers what your product is, […].
ProProfs
AUGUST 16, 2021
83% of enterprises believe that developing leaders at all levels is important. Of all the employees who left their company at some point, 52% believed that their manager could have done something to prevent them from leaving. Whether you’re talking about CEOs, operations managers, or team leads, leaders play a crucial role in a business. They are responsible for keeping employees motivated, engaged, and committed to business success.
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.
Customer Think
AUGUST 16, 2021
As a business, you should strongly consider a call recording software to record business calls and improve quality assurance and customer service. Here we will look at some ways companies are using call recording tools to increase office productivity. Why Should Your Business Record Calls? More and more companies are recording business calls in order […].
Ameyo Callversations
AUGUST 16, 2021
The customer engagement landscape is changing, and so are contact center dynamics. That makes cloud call center solutions more critical than ever with the growing consumer expectations and time. Technology empowers businesses and agents to provide omnichannel customer service and enables customers to handle most queries through self-service. Achieving high omnichannel engagement requires streamlining communication across voice, email, and other digital channels.
Lightico
AUGUST 16, 2021
By the time most banking customers request a deferment or extension of their loan, they’ve already been handling the stress of dealing with financial challenges for some time. Handling these requests efficiently is critical for banks to avoid process gaps and misunderstandings with customers that can waste time and frustration for both sides, drag them into collections processes, and escalate into disputes.
Customer Think
AUGUST 16, 2021
In conjunction with the acquisition, Seismic closed a $170 million Series G funding round led by Permira; Seismic now valued at approximately $3 billion.
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
CommBox
AUGUST 16, 2021
Customer Communication in the hospitality and tourism industry is rapidly changing due to industry events. The hospitality and tourism industry took one of its biggest hits in 2020. According to the U.S. Travel Association, international travel and business travel showed the sharpest declines due to COVID-19. Global travel spending in the U.S. fell 76%, while business travel spending fell 70%. .
CommBox
AUGUST 16, 2021
Customer Communication in the hospitality and travel industry is rapidly changing due to industry events. The hospitality and travel industry took one of its biggest hits in 2020. According to the U.S. Travel Association, international travel and business travel showed the sharpest declines due to COVID-19. Global travel spending in the U.S. fell 76%, while business travel spending fell 70%. .
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