Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. And because it’s Intercom, we’ve reimagined what “transactional messaging” looks like. In addition to email, you can now choose from a range of conversational message types – like push notifications, in-product messages, banners – so you can engage and inform your customers in the right place, at the right time, using the channel

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Experience Investigators

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?

Customer Feedback 138

Customer Feedback CX Invoicing Start-ups 138

Customer Think

AUGUST 31, 2021

Digital marketing has advanced a lot in the last few years. And with the outbreak of the pandemic and the mandatory isolation it brought along, the internet and digitization became an indispensable part of our lives. Unlike ever before, 2020 saw a massive leap in digitalization. Everything went online. Working from home became the new […].

132

132

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

Shep Hyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.

Social Media 129

Social Media Customer Experience Customer Service 129

Uniphore

AUGUST 31, 2021

Learning is complex. What does it take for a person to learn a language, for example? If it’s a modern language, the student buys a book, takes a class or downloads an app. In each option, the student receives specific instruction for mastering part of the language, including feedback from the teacher, checking answers in the book or interacting with the app’s interface.

Artificial Intelligence 100

Artificial Intelligence Machine Learning Structured Data AI 100

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and the requirements of the role.

Social Media 95

Social Media Innovation Touchpoint Start-ups 95

Customer Think

AUGUST 31, 2021

“Pura Vida!” our host yelled as we maneuvered down the gravel road on a balmy summer evening. We were road weary after a five-hour plane ride and a two-hour bumpy drive to the little coastal town of Tamarindo in Costa Rica. It was nearing dark, but we were greeted by our Airbnb host as if […].

Innovation 93

Innovation Customer Loyalty CX Customer Experience 93

DMG Consulting

AUGUST 31, 2021

Question: We support voice and some text-based channels, what should we add? Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Contact Center 78

Contact Center Social Media Customer Expectations Customer Experience 78

Customer Think

AUGUST 31, 2021

Buying and selling are two different activities. The Buy Side: People don’t want to buy anything, merely resolve a problem at the least ‘cost’ to their system and become buyers when they’ve determined the expenditure to be less than the status quo. The Sell Side: Sellers seek to place solutions by finding those with a […].

Sales 78

Sales 78

Advertisement

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.

MyCustomer Experience

AUGUST 31, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 31st Aug 2021. By Neil Davey Managing editor.

CX 83

CX Customer Experience 83

Customer Think

AUGUST 31, 2021

Over two decades ago, Sergio Zyman, the one-time chief marketing officer of Coca-Cola, wrote, "The sole purpose of marketing is to get more people to buy more of your product, more often, for more money. Yes, you need to advertise and create ima.

B2B 76

B2B 76

Doing CX Right

AUGUST 31, 2021

Successful organizations connect marketing and CX throughout the customer lifecycle. Learn ways to drive alignment to achieve real results. The post CMO And CXO Must Partner To Transform The Customer Experience appeared first on Doing CX Right.

Customer Experience 59

Customer Experience CX 59

Customer Think

AUGUST 31, 2021

I’ve mentioned elsewhere that I am continually interviewing customers for our clients. And I always learn something constructive when I do. In a recent interview for a client who sells office furniture, I interviewed a woman who ended up buying a chair.

Construction 76

Construction Sales 76

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

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Executives are trying, and many have spent more to enhance their CX in the last couple of years than ever before, displaying their willingness to invest in improving their performance, perception and brand.

Contact Center 59

Contact Center Technology Technology Net Promoter Score 59

Customer Think

AUGUST 31, 2021

Continuing the trend from 2020, cloud is unveiling its dominance on the tech world as companies using cloud computing pursue such benefits as easy scalability, improved data security, and not to mention increase in revenue that is expected to reach 330 bln by 2022 according to Gartner. The possibilities that come with introducing cloud technologies […].

Technology 76

Technology Technology 76

ClientSuccess

AUGUST 31, 2021

As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an agenda to keep things on track. . But did you know there is a difference between a meeting agenda and a meeting objective ? While an agenda is required to keep your team and your customer on track to make the most of your time together, both an agenda and an objective are needed t

52

52

Zonka Feedback

AUGUST 31, 2021

While some people may think email to be an old way of sending surveys, but in reality, there are over 4 billion email users all over the world, which means more than half of the global population actively uses emails. Email is one of the most accepted and official forms of communication.

52

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

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. As companies strive towards this level of support, live chat has become an integral channel – but the hard work doesn’t stop here.

Omnichannel 52

Omnichannel Customer Satisfaction AI CRM 52

MyCustomer Experience

AUGUST 31, 2021

HIf you still think that brand and customer loyalty are what will keep your business ticking, think again! In this age of exponentially. 31st Aug 2021. By HazelRaoult.

CX 52

CX Customer Loyalty 52

Totango

AUGUST 31, 2021

Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. In this blog, we’ll take a look at how AI has redefined customer success in terms of digital technology and delivering success at scale.

Artificial Intelligence 90

Artificial Intelligence Outlook AI Technology 90

MyCustomer Experience

AUGUST 31, 2021

WAs I highlighted in an earlier article ‘Taking a healthy approach to retail cx’ , people looking for sports and activewear have specific. 31st Aug 2021. By Emma Newman Client Success Director.

CX 52

CX Sports Retail 52

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

Qualtrics

AUGUST 31, 2021

Employee surveys have been in use since the 1970s when they focused on gauging people’s satisfaction with things like pay rate, schedule, and office space. As the decades passed, companies began to realize that although satisfied employees are a great thing to have, they don’t necessarily add value to the business in terms of productivity, problem-solving, or innovation.

Innovation 49

Innovation Customer Satisfaction 49

MyCustomer Experience

AUGUST 31, 2021

HBrexit has become the catalyst for a national driver deficit. With the UK no longer having access to the single market, the added border. 31st Aug 2021. By Jack Underwood CEO.

52

52

SugarCRM

AUGUST 31, 2021

Well executed marketing strategies can help you stand out among your competition and sell your products. . However, B2B marketing is a little different from what you’re used to: your target audience is informed and educated, and your content should generate leads and drive prospects through the sales funnel. The good news is, you have marketing automation software to assist you in the process.

B2B 46

B2B Social Media Artificial Intelligence B2C 46

Aquire

AUGUST 31, 2021

Implementing live chat software is anything but a set it and forget it tactic. If you’re not measuring live chat metrics, it’s almost impossible to understand the impact it has on your business. The exact metrics you use will depend on your business, but certain ones are key for providing insight into agent performance and the happiness of your customers — vital elements to any company’s growth and success.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Touchpoint 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX