Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.

CX 101

CX Touchpoint Engineering Technology 101

PeopleMetrics

JANUARY 28, 2021

PeopleMetrics Turns 20! 3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Hodusoft

JANUARY 28, 2021

Customer experience matters a great deal for financial services. You get more business and you get more recommendations from a satisfied customer. Communication is one important vector for customer happiness and given that customers may choose any channel of communication, the call center software plays an important role. Whether it is responding or reaching out, you just cannot do without call center solutions.

Social Media 105

Social Media Contact Center Omnichannel Sales 105

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Qualtrics

JANUARY 28, 2021

This is a special moment for Qualtrics, our employees, customers, and partners. Today, Qualtrics becomes a publicly traded company under the ticker symbol ‘XM.’ We are grateful for everyone who has helped us reach this incredible milestone on our journey. To our 3,500 employees, thank you for being customer obsessed and for being all in to get us to this milestone.

Touchpoint 26

Touchpoint Start-ups 26

Intercom, Inc.

JANUARY 28, 2021

Government services shouldn’t be renowned for their endless queues, confusing forms, and excessive bureaucracy. They should be simple, accessible, and easy to use for everyone. Amanda Renteria is a firm believer in this idea. In fact, it’s what’s been driving her in all her years as a public servant. For those working in the public sector, Amanda is a household name – she was the National Political Director for Secretary Hilary Clinton during the 2016 Presidential Campaign and served

Government 249

Government Start-ups Innovation Technology 249