Shaun Belding
AUGUST 24, 2021
Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet. Interest that goes beyond their immediate needs, and into who they are, what they do and what goes on in their […].
Adrian Swinscoe
AUGUST 24, 2021
Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe.
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Fonolo
AUGUST 24, 2021
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.
Customer Think
AUGUST 24, 2021
The pandemic might’ve expedited the process, but the future of B2B sales has always been virtual. Now that we’ve settled into the age of video conferences and Zoom meetings, the next step is figuring out how to successfully sell virtually. The good news is that if you’re an effective seller in person, you’ll probably be […].
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Shep Hyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
Sprinklr
AUGUST 24, 2021
There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” It was a trick question, intended to weed out the inexperienced social explorers from those that had hands-on enterprise social media experience. The panel listened carefully to how the candidates framed their answers: those that described social selling as just another form of social media marketing or advertising were missing the bigger picture.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 24, 2021
The modern digital marketing landscape solely relies on personalization, and businesses need to understand their consumers before approaching them. Gone are the days when buyer personas and customer pain points were the only aspects required by marketers to design a winning marketing strategy; personalization plays a crucial role today. A 2020 survey revealed that 78% […].
PeopleMetrics
AUGUST 24, 2021
It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) to assess your Voice of the Customer program and pivot as needed to keep driving customer-centricity and organizational alignment at your company through the end of
Customer Think
AUGUST 24, 2021
When you conceive the idea of a business, the first thing that comes to mind is profitability and success, no matter what your venture idea is or what you plan your business model to be like. Very seldom do business owners or leaders start off with a large team with all the members of the […].
Intercom
AUGUST 24, 2021
As your company grows, it’s easy to focus on shipping the next great feature or going after the shiniest logos. But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. After all, whether you’re aiming to drive product-led growth or you’re going with a sales-led strategy, once you’ve brought in those new users, you still need to provide an exceptional customer support experience in
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
AUGUST 24, 2021
Marketing Week published an article earlier this month that is sure to provoke a strong response from proponents of account-based marketing. In "Account-based madness: The new craze in B2B," authors Jon Lombardo and Peter Weinberg fire a broads.
Zendesk
AUGUST 24, 2021
Enterprise sales is like running a marathon. Your focus isn’t on short-term wins—you’re playing the long game. And just like a marathon results in big physical and mental gains, enterprise sales results in significant revenue and increased opportunities for your business. That being said, you wouldn’t run a marathon without training first. You shouldn’t jump into enterprise sales unprepared, either.
Customer Think
AUGUST 24, 2021
Does your business currently serve customers in more than one language? Do you hope to expand into more countries in the coming years? Have you ever faced difficulty trying to overcome language and cultural barriers when tapping into new markets? If you answered “yes” to any of these questions, it’s time to start thinking about […].
ClientSuccess
AUGUST 24, 2021
It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad.
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.
Customer Think
AUGUST 24, 2021
Enterprise businesses across all industries have one thing in common: connection. No business today exists in isolation. Every organization works with dozens, if not hundreds, of vendors and an even larger number of customers. In this interconnected world, one business’s output is another’s input, creating an endless stream of value across entire industries and ecosystems. […].
MyCustomer Experience
AUGUST 24, 2021
BTTEC recently published a white paper (in partnership with Forrester Research) focused on the evolution of sales and how technology is now. 24th Aug 2021. By Iain Banks Group Vice President.
Customer Think
AUGUST 24, 2021
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave the foreman a quick orientation about the best door to use, location of the weight room containing the old.
Qualtrics
AUGUST 24, 2021
Steve Bennetts, EX Solutions & Strategy. Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .
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
Customer Think
AUGUST 24, 2021
Quizzes aren’t the first thing you might consider when you’re trying to tackle serious topics like conversions and engagement. However, for eCommerce stores looking to improve the customer experience, a quick quiz can provide a wealth of useful information, as well as encouraging visitors to make a purchase. The usefulness of these quizzes primarily comes […].
Zendesk
AUGUST 24, 2021
It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. Focusing on the customer experience is especially critical for B2B companies. They typically have fewer customers than B2C companies, making it imperative that none of them slip through the cracks.
Customer Think
AUGUST 24, 2021
It can be challenging to find the right staff for your startup. It’s even more difficult to find customer centric talent for a fledgling business. Many young professionals are more focused on developing skills needed to acquire new customers rather than nurturing current ones for cross-sell and up-sell opportunities, but these are the most likely […].
Zendesk
AUGUST 24, 2021
It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. Focusing on the customer experience is especially critical for B2B companies. They typically have fewer customers than B2C companies, making it imperative that none of them slip through the cracks.
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
Customer Think
AUGUST 24, 2021
AI-enabled features leverage wide array of customer data to ensure that every support and service interaction is personalized and empathetic to drive loyalty and increase satisfaction.
Aquire
AUGUST 24, 2021
In this article, we’ll look at simple lead generation best practices you can implement right now to drive leads into your sales funnel and convert them into paying customers. In fact, these best practices helped skyrocket our lead generation significantly over the last few months. We applied these lead generation best practices to our marketing approach and saw incredible results.
Customer Think
AUGUST 24, 2021
Combination Expands and Deepens Serviceaide’s Capabilities as a Leading Provider of Modern Enterprise-Ready Service and Support Solutions.
SugarCRM
AUGUST 24, 2021
“Customer experience has never been more important than right now because when the pandemic is finally behind us, customers will remember which companies treated them well during this difficult time.” — Dan Gingiss, Host, Experience This! Podcast. There’s no question that customer experience has emerged firmly into the forefront of business concerns in the current environment.
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
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