Callminer

MAY 19, 2021

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.

Technology 182

Technology Technology 182

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers.

Technology 216

Technology Technology Engineering Start-ups 216

Taylor Reach Group

MAY 19, 2021

By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good

CRM 169

CRM Start-ups Customer Expectations Customer Service 169

Totango

MAY 19, 2021

If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh

Scorecard 106

Scorecard Real Estate Start-ups Customer Retention 106

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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.

Qmatic

MAY 19, 2021

Managing multiple appointments has always been a complex challenge for service providers. For many years, we at Qmatic have identified and removed friction from the appointment process. In this article, I'll explain an important feature that will make it easier for you to reserve resources such as staff members, meeting rooms, and any equipment needed for the service.

93

93

The DiJulius Group

MAY 19, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at.

Customer Loyalty 59

Customer Loyalty Customer Service Customer Experience 59

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office.

Customer Service 52

Customer Service Social Media Start-ups 52

Zendesk

MAY 19, 2021

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager. After years of helping customers find answers to their queries and honing your service skills , you’re ready to take on more responsibility.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

SugarCRM

MAY 19, 2021

A Special Bonus Edition of The Scoop: SugarPredict for Market. Welcome to a very special bonus release of The Scoop by SugarCRM! We’re absolutely excited to share with you the amazing happenings at Sugar and we just could not wait another quarter. In this Scoop, we’ve got something really big for the industry—smarter marketing automation.

Artificial Intelligence 46

Artificial Intelligence CRM AI Sales 46

Qualtrics

MAY 19, 2021

At the Qualtrics Experience Symposium, we heard from thought leaders and educators about new approaches to student experience that spanned everything from supporting student well-being and improving the K-12 experience for students and their families to completely re-thinking how we measure student success in higher education. As well as a keynote session from Hamilton star Christopher Jackson and Nataly Kogan, creator of the Happier Method , we heard from K-12 and Higher Education organizations

Education 26

Education Scorecard Start-ups Technology 26

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

Zendesk

MAY 19, 2021

When people talk about hiring those with disabilities, the emphasis is often on what the candidates can’ t do. But 26 percent of people in the U.S. have some type of disability—from impaired vision to ADHD—and what these millions of people can contribute is profound. In fact, many speak of their disabilities as their superpowers. Still, underemployment among those who are disabled and of working age is high , especially among those without higher education.

Construction 98

Construction Legal Innovation Technology 98

Aquire

MAY 19, 2021

There’s something shifting in the financial services industry. The days when lifetime loyalty was a given are gone. In fact, fewer than 50 percent of millennials see themselves staying with their current financial services institution over the next few years. This shift has brought new challenges. And the only way to overcome them is by turning attention to financial customer experience — of the 50 largest global banks, three out of four now pledge themselves to some form of customer experience

Customer Experience Management 105

Customer Experience Management Customer Experience Net Promoter Score Customer Journey Map 105

Qualtrics

MAY 19, 2021

The public sector track of the Experience Symposium saw thought leaders and practitioners explore everything from the role of transparency in building trust in government, to enabling public sector employees to have a bigger impact on the communities they serve. With keynote sessions from former NASA astronaut Scott Kelly, and New York Times Best-Selling Author, Poet, and Educator Kwame Alexander, and sessions from the COVID Tracking Project, Office of Management and Budget, and many more, it wa

Government 26

Government Education Customer Experience Management Customer Experience 26

Qualtrics

MAY 19, 2021

The public sector track of the Experience Symposium saw thought leaders and practitioners explore everything from the role of transparency in building trust in government, to enabling public sector employees to have a bigger impact on the communities they serve. With keynote sessions from former NASA astronaut Scott Kelly, and New York Times Best-Selling Author, Poet, and Educator Kwame Alexander, and sessions from the COVID Tracking Project, Office of Management and Budget, and many more, it wa

Government 26

Government Education Customer Experience Management Customer Experience 26

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