Callminer
JULY 7, 2021
Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.
The DiJulius Group
JULY 7, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.
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Customer Think
JULY 7, 2021
Do your new customers resist or push back just when you expect them to be interested and engaged? Do your internal teams struggle to onboard new accounts? Do your users pause or even cancel their licenses before they ever go live? It may be due to the inner workings of the brain. Neuroscience offers intriguing […].
Shep Hyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.
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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.
Customer Think
JULY 7, 2021
Measuring customer satisfaction and related indicators have been a part of corporate success since time immemorial. A purported Soviet spy, Harold Ware, talked about it in as far back as the Soviet Union of the 1950s. The Net Promoter Score, which measures how inclined a consumer is to endorse a company to others, was established […].
Sprinklr
JULY 7, 2021
As Carrie Fisher once said, the problem with instant gratification is that it takes too long. Let’s face it — we don’t like to wait, especially when using an app or a website, where even a short wait can feel like eons. Today we talk about the importance of managing wait times, and dig into past, present, and future online strategies that can improve the customer experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Qmatic
JULY 7, 2021
Creating an effective learning and development strategy can contribute significantly to the success of your business. Unlike conventional teaching methods, eLearning is a convenient, flexible and cost-effective option for training your employees.
Conversocial
JULY 7, 2021
Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences. Each quarter we look at data from the Conversocial platform to analyze the different trends across a number of industries.
ClientSuccess
JULY 7, 2021
Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – the list could go on and on. This is why requiring CSMs to be excellent at leading strategic planning conversations with customers can sometimes be a little tricky. For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well.
Conversocial
JULY 7, 2021
Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences. Each quarter we look at data from the Conversocial platform to analyze the different trends across a number of industries.
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
JULY 7, 2021
NICE is delivering the industry’s most comprehensive integrated suite for digitally fluent customer service.
Service Quality Institute
JULY 7, 2021
Employees are driven by recognition. They want to feel valued, loved and appreciated. The less they are paid the more important they receive this recognition. The first program I developed was in 1977 called Better Than Money. Today we have a program called Coaching for Success that is implemented in a one-day seminar. Front line employees are typically not valued or appreciated.
Zendesk
JULY 7, 2021
When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request. Here’s why: When a customer reaches out for support, an agent typically needs a bit of context to fully understand the customer’s situation or problem. More than half of agents say they usually have to switch between multiple systems to solve a customer request.
MyCustomer Experience
JULY 7, 2021
TIf you are looking to transform your CSAT scores without spending any money, you may want to give serious consideration to what I call ‘. 8th Jul 2021. By Polar Bear Pirate Author and Motivational Speaker.
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.
Knowmax
JULY 7, 2021
Slow response rate: Check 5 tips for quick answers to customer queries.
Qualtrics
JULY 7, 2021
This week, our 20,000-member XM Community will have access to a fresh look and feel, and functionality that makes it easier than ever to connect with your peers, make your voice heard on product improvements, and get inspiration on maximizing the power of the XM Operating System. Since we launched the XM Community, we’ve steadily grown our network of XM practitioners and to date, over 8,000 questions have been posted and answered by community members.
1 to 1
JULY 7, 2021
Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining operations. And it’s not over. 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.
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