Adrian Swinscoe
OCTOBER 25, 2021
In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]. The post On-site search, customer experience and inexplicable inaction first appeared on Adrian Swinscoe.
Callminer
OCTOBER 25, 2021
The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market.
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Intercom, Inc.
OCTOBER 25, 2021
We’re extremely excited to connect with the tech community – in person – at Web Summit in Lisbon from November 1st to 4th. This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. We can’t wait to see old friends and make new ones. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer sup
Shep Hyken
OCTOBER 25, 2021
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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
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.
Help Scout
OCTOBER 25, 2021
Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce.
Comm100
OCTOBER 25, 2021
Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lightico
OCTOBER 25, 2021
By now, insurance professionals need not hear the digital transformation speech. Whether you’re a carrier, broker, or agent, the need to digitize business processes is no longer a question of if, but more of a question of, why now ? For Life and Annuity (L&A) insurance companies, answering these questions is essential to growing a loyal customer base.
Comm100
OCTOBER 25, 2021
Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates.
MyCustomer Experience
OCTOBER 25, 2021
TI recently had the privilege to sit on a judging panel for the DMA Awards , one of the most prestigious award programmes in the marketing. 25th Oct 2021. By Neil Davey Managing editor.
Comm100
OCTOBER 25, 2021
Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.
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ClientSuccess
OCTOBER 25, 2021
For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Customers are churning over unforeseen circumstances, and CSMs are left wondering what went wrong. One of the best ways to proactively stay on top of unforeseen customer issues (including churn) is tracking leading indicators.
Comm100
OCTOBER 25, 2021
Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no surprise therefore, to hear that higher education institutions are looking to offer a digital-first approach to improve student engagement and experience. The Covid-19 pandemic has pushed the need for digital transformation even further, and its effects are unlikely to abruptly end.
Qualtrics
OCTOBER 25, 2021
One of the biggest challenges facing every single government department and agency is designing new and improved experiences and initiatives that continually address the evolving and diverse needs of their residents and the employees who serve them. The services and support being delivered by governments are critical as we adapt to a changing world.
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