Mon.Jun 20, 2022

The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC

Adrian Swinscoe

Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]. The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe

Why Too Many Organizations Do Not Take Customer Complaints Seriously

Customer Think

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the sam.

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Understanding Types of Salesforce Survey Mapping in Zonka Feedback

Zonka Feedback

The best utilization of your customer data in an effective CRM like Salesforce is to collate it with customer feedback data received through feedback survey responses.

CRM 52

How to scale your eCommerce business with 8 simple tactics

Customer Think

The eCommerce industry has been booming over the past few years. In 2021, retail eCommerce sales amounted to over $4.9 trillion globally. This number is expected to grow by another $2 trillion by 2025.

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Achieving PCI DSS compliance with Puzzel and PCI Pal in the era of v4.0

Logicalware

PCI DSS v4.0 was released in Spring 2022. As a result, organisations managing environments within its scope must prepare for significant changes to the PCI Data Security Standard (DSS) over the next 18 months. While the 12 core PCI DSS requirements remain fundamentally the same, v4.0

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Colin Taylor judging US CXA ’22

Taylor Reach Group

Awards represent an encouragement. They show us what the “best” have done and they can inspire all of us to do better. I have participated as a judge, and senior judge for contact center and customer experience awards in Canada, Asia, the UK, and the US.

A Guide to Video ad vs. Image ad: What’s The Better Choice?

Customer Think

The numbers speak clearly: in recent years, video marketing has gained unprecedented traction. So, what does this mean for static image-based advertising? Is it going to be completely replaced by its in-motion counterpart? Of course, not – the reality is more complex and multi-faceted.

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Banishing complexity: five ways to turn theory into practice

CX Network

Discover how to utilize customer experience theory for customer experience success

CX 56

Coaching Confusion

Customer Think

This is a good news/bad news post. For years, there has been little attention paid to the topic of coaching. Sure, there was lip service, but when one looked deeply into organizations, either coaching wasn’t done, or the coaching that was done was horrible.

Sales 59

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Pareto says not all customers are equal

MyCustomer Experience

PThe 80:20 rule, also known as the Pareto principle, has been around for decades from a marketing perspective. It still remains one of the. 27th Jun 2022. By Peter R-J Co-Founder

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9 best CRM practices for your business

Customer Think

As your business grows, so does the need to better manage your customer relationships. That’s where a CRM system comes in.

CRM 59

Using first-party data to find new customers

MyCustomer Experience

UFirst-party data is all the rage. Marketers want more of it to understand and get closer to customers. First-party data is rich in. 20th Jun 2022. By Chris Hogg Global Head of Platform Sales

Sales 52

Introducing B2B SaaS: The Complete Guide for Beginners

Customer Think

Succeeding in business is especially tough when you’re a beginner. It’s even tougher when there are terms flying around that you’re not particularly sure of. Even worse if they’re initialisms, acronyms, or abbreviations. Nobody likes acronyms.

B2B 59

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

5 Top Customer Service Articles of the Week 6-20-2022

Shep Hyken

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.

Implementing a customer-driven change strategy in three phases

Customer Think

In a recent post we discussed the four pillars of successful CX transformation. We explored the reasons why programmes will most likely fail if a business misfires on any one of these pillars: leadership, organisation-wide alignment, capability develop.

10 Must-Have Salesforce Dashboards You Should Consider Implementing

Customer Think

Data analysis is at the heart of a productive team. Using the best salesforce apps allows your team to ensure the continuous growth and sustainability of your enterprise. You want inaccurate sales data to become a thing of the past.

Sales 59

7 Best Practices for Using Label Design Software in E-Commerce

Customer Think

Don’t have the budget to hire a designer because you have a small web-to-print online business? Worry not. Now you can design and print your own labels with the help of label design software. The product label design acts as a book cover for customers.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Is it an Agile thing?

Customer Think

I woke up the other day to find that my computer had restarted itself overnight. I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of activ.

Amazon Connect adds new capabilities to improve contact center productivity and customer satisfaction

Customer Think

Amazon Connect Cases Now in Preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in General Availability.