Futurelab

JUNE 30, 2021

I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before designing the future state. Know the current state so that you can make near-term fixes and improvements while you’re re-imagining and redesigning the future state, which can take some time.

Customer Experience 246

Customer Experience 246

Callminer

JUNE 30, 2021

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more.

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Futurelab

JUNE 30, 2021

As companies strive to improve their customer experience, the desire to do more than satisfy customers is becoming increasingly important. . But at the same time it is remarkable how few companies have a programme in place to capture the profits of turning someone into a brand advocate. This is an expensive oversight. It leaves companies with the investment for improving their customers’ experiences.

Customer Experience 147

Customer Experience 147

Shep Hyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.

Customer Service 144

Customer Service 144

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Futurelab

JUNE 30, 2021

“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire , and (c) see the business results you desire. Tags: Annette Franz (Gleneicki) candidate experience culture customer-centric culture hiring human resources Facebook Like.

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Customer Think

JUNE 30, 2021

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, […].

Customer Loyalty 137

Customer Loyalty Technology Technology 137

Customer Think

JUNE 30, 2021

Ever since there was competition, businesses of all sizes have always known that the key to staying relevant in the market is understanding their customers’ needs. Whether that was achieved through good old chitchat in the store around the corner, or through an elaborate research project in the Customer Experience department using the latest messaging […].

Customer Experience 101

Customer Experience 101

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value.

Customer Retention 94

Customer Retention 94

Customer Think

JUNE 30, 2021

Starting a new blog sounds fun and exciting. But when it comes to managing it to grow and make money out of it, you might be intimidated. But that’s okay. As a blogger, there’s always a lot on your plate, especially if you’re working solo. From setting up the blog, working on its technicalities, creating […].

Start-ups 96

Start-ups 96

Zendesk

JUNE 30, 2021

Making sales calls is undoubtedly challenging, especially as consumer behaviors and expectations continue to evolve. The Zendesk Sales Trends Report 2021 revealed that customers are now better informed about products and services during the buying process. They also expect salespeople to understand their unique needs, goals, and pain points fully—generic pitches won’t cut it anymore.

Sales 59

Sales Data Entry CRM Start-ups 59

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

JUNE 30, 2021

The average person sends 15 texts per day, and 90% report that they read incoming texts within three minutes. Text is the channel many people — especially younger consumers — use most often to communicate with friends and family. And text can be a great way for insurers to communicate with customers and build relationships. […].

Customer Loyalty 95

Customer Loyalty 95

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. MEDIA ALERT. A new standard of intelligent automation that benefits the front and back office. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Customer Think

JUNE 30, 2021

If you administrate an eCommerce site, you’ll be aware that offering a range of quality products is only half the battle. As well as having to provide a good product, online stores must create a seamless user experience if they’re to succeed in converting visitors into customers. Seamless in this case means without unnecessary hurdles […].

Customer Experience 80

Customer Experience 80

The Customer Service Blog

JUNE 30, 2021

I’ve recently switched my energy supplier from E.on to British Gas. I was hoping to have a simple switch-over process, but it’s been a flipping nightmare from start to finish! Like many people in the UK, I switch my energy supplier around once a year when the contract comes up for renewal. Each year it’s the usual procedure of receiving a renewal reminder two months before the fixed term contract is due to expire.

Start-ups 52

Start-ups Finance Customer Service 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

Customer Think

JUNE 30, 2021

Duplication of tasks, broken customer promises, over-promises, mis (or no) management of expectations, customer issues passed around, dropped without clear ownership, blaming other departments, hiding away from the customer when things go wrong, inefficient and complex processes and inconsistent customer experiences — recognise any of these? Why do these things happen in some companies and […].

Customer Experience 80

Customer Experience 80

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction.

Customer Service 52

Customer Service Customer Experience Social Media Start-ups 52

Customer Think

JUNE 30, 2021

Businesses around the globe with an active presence in the online medium rely on websites. This has created a tremendous demand for developing websites for a host of businesses. To cater to this demand, web developers rely on two major tools; WordPress or website builders. Among these two options, WordPress is used to create more […].

Technology 65

Technology Technology 65

Zonka Feedback

JUNE 30, 2021

We started off building an all-new Survey Builder in May, and we've not stopped. We are excited to introduce our all-new Survey Builder to you, making it 10x times easier to create and edit surveys.

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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

Customer Think

JUNE 30, 2021

The need for test automation framework has brewed up in the minds of many software testers. Stakeholders now understand that implementing an automation framework is one of the key factors to the success of software automation projects. From improved test efficiency to minimal manual intervention, the benefits of test automation frameworks are many. Let us […].

Technology 65

Technology Technology 65

MyCustomer Experience

JUNE 30, 2021

CE-commerce has grown at a dramatic rate and shows no sign of slowing down. This is in part thanks to the pandemic – but it is by no means. 30th Jun 2021. By Jack Underwood CEO.

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Customer Think

JUNE 30, 2021

The Age of Contact Center Transformation Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% […].

Contact Center 59

Contact Center Customer Service 59

MyCustomer Experience

JUNE 30, 2021

TOne of the more welcome side-effects of the global pandemic is a renewed focus on health and wellbeing. From solo running apps to zoom-. 30th Jun 2021. By Emma Newman Client Success Director.

Retail 52

Retail CX 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

Customer Think

JUNE 30, 2021

Helps retailers and brands increase conversions, accelerate checkout and improve onboarding to meet growing consumer demand for on-time delivery as eCommerce surges.

Retail 52

Retail 52

CX Network

JUNE 30, 2021

A guide to winning, serving and retaining customers through customer service.

Customer Service 52

Customer Service 52

SugarCRM

JUNE 30, 2021

In 2020, like so many others, we pivoted our annual customer event series, SugarConnected, to a digital format. For the increased accessibility that a virtual event offers and a world still socially distanced, we planned our third-annual SugarConnected series for 2021 to be entirely online—and what a success it was. With sessions held worldwide, this year’s series started with the APAC region on May 25, followed by the Americas on June 9, and was wrapped up nicely for the EMEA region on June 22.

Artificial Intelligence 29

Artificial Intelligence CRM Predictive Analytics AI 29

Zonka Feedback

JUNE 30, 2021

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Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

Intercom, Inc.

JUNE 30, 2021

Many designers become managers for the wrong reasons. Often, they’re incentivized by their companies to become managers to gain greater impact, influence, and compensation. If you’re a senior designer it may seem like the obvious next step. Certainly that was my own experience a couple of years ago when I decided to dip my toes into management.

Engineering 174

Engineering Start-ups Customer Satisfaction 174

Zendesk

JUNE 30, 2021

There’s no getting around it—money matters to employees. According to research by TINYpulse, 43 percent of workers would leave their jobs for a 10 percent salary increase. Salespeople are no different. When My Indo Airlines reduced commissions for its sales team, agents became discouraged by the change, and sales decreased across the board. A sales commission involves giving agents a percentage of every new sale they make.

Sales 52

Sales Real Estate Manufacturing Start-ups 52