Callminer

DECEMBER 21, 2021

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process.

Customer Satisfaction 335

Customer Satisfaction 335

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. And yet, here at Intercom, we have been determined to make the most of these difficult times.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic. In 2021, businesses began to rise to the challenge; according to a recent Forrester study, the […].

Customer Experience 132

Customer Experience CX Contact Center 132

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.

Customer Loyalty

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. And what a year it has been! More than integrations and features and quarterly reports, back in August, Intercom turned 10. It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited.

Engineering 118

Engineering Government B2C Start-ups 118

Customer Think

DECEMBER 21, 2021

The charity sector is often reluctant to talk about commerciality, but that doesn’t mean it’s not important. Ultimately, a charity needs to encourage people to donate, which means finding the right audience, communicating clearly to them what the charity does or what the cause is, and then encouraging them to donate – all of which […].

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Customer Think

DECEMBER 21, 2021

Image Source AI (Artificial Intelligence) is something that used to belong firmly in the realms of science fiction. Yet now, it is widely accepted and often integral to many aspects of how we do business. Our businesses use it for everything from spam filters to managing inventory turn over. And in ecommerce, we use it […].

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AI Artificial Intelligence 124

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

Net Promoter Score 100

Net Promoter Score NPS Invoicing B2B 100

Customer Think

DECEMBER 21, 2021

Follow this process to design the ultimate customer experiences eCommerce Personalization is the process of delivering personal experiences on eCommerce sites by dynamically showing content, product recommendations, and specific offers based upon previous actions. Marketers can use browsing behavior to track data from various sources such as demographics or purchase history to offer a more […].

Customer Experience 121

Customer Experience 121

Zendesk

DECEMBER 21, 2021

It’s the holiday season, and this year is looking like one to remember. Thanks to supply-chain issues, popular items were out of stock or delayed before the shopping season even began. I bought a fancy scarf online in October, thinking I was going to beat the rush. Within a week, I had a backorder email. Two weeks later, no word—until about a month had passed, and my order was finally canceled.

CX 98

CX Retail Start-ups Customer Service 98

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Aquire

DECEMBER 21, 2021

We’re well into the holiday season, and, for many, that means preparing for festivities. And, it’s also that time to look back, reflect, and set intentions for the new year. That’s right, it’s resolution time. And while most will focus on personal goals, like “read more books” and “exercise more,” we think there’s also a little room to work on professional goals, too.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

TeamSupport

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

B2B 98

B2B Sales Customer Loyalty Customer Satisfaction 98

Zendesk

DECEMBER 21, 2021

We’re well into the final quarter of 2021, and that means it’s time for the fiscal year to wrap up, year-end statistics to flood in, and 2022 strategizing to begin. Just like last year, though, sales are in a unique place as buyers continue to work remotely, online sales increase, and the pandemic leaves companies on edge. Despite everything, your company’s goal for the coming year is probably the same as always: to grow and increase sales revenue.

Sales 98

Sales Social Media CRM B2B 98

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. At Puzzel, our mission is to enable brands to deliver exceptional experiences for their clients by combining people and technology, and this year you did exactly that.

AI 98

AI Technology Technology Innovation 98

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

DECEMBER 21, 2021

There are evergreen CX trends like omnichannel, digital, self-serve and personalisation that are part of the strategic fabric of every customer-centric business. They have been shaping customer experience plans for years. These trends have gradually ch.

CX 90

CX Omnichannel Customer Experience 90

MyCustomer Experience

DECEMBER 21, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 21st Dec 2021. By Rhys Fisher Editorial Assistant.

CX 81

CX Customer Experience 81

Customer Think

DECEMBER 21, 2021

Have you ever spent hours preparing for an online event? You put in effort, gather lots of valuable information, you might even create tools. And then? Within an hour or two of the event being over, it’s all gone! OK, so this is where repurposing content is brilliant; all that effort you put in needn’t […].

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Shep Hyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

Technology 61

Technology Technology CX Customer Service 61

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

DECEMBER 21, 2021

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term cus.

Innovation 83

Innovation Customer Experience 83

Zonka Feedback

DECEMBER 21, 2021

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

Customer Service 52

Customer Service Customer Feedback 52

Customer Think

DECEMBER 21, 2021

Electronic Data Interchange (EDI) is a technology that enables companies to exchange business documents in a standard electronic format between partner ecosystems. By replacing paper-based documents or records such as purchase orders or invoices, EDI allows business users to transact faster, and ultimately transform their ease of doing business. Along with that, it allows businesses […].

Invoicing 72

Invoicing Technology Technology 72

Zonka Feedback

DECEMBER 21, 2021

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

Customer Service 52

Customer Service Customer Feedback 52

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

Zendesk

DECEMBER 21, 2021

Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Zendesk. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed seven Zendesk customers. In this study, Forrester lays out the benefits and costs of Zendesk, with the analysis pointing to benefits of $31.2M over three years versus costs of $8.1M, adding up to a net pres

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ProProfs

DECEMBER 21, 2021

IQ or intelligence quotient is a metric that is often used to evaluate someone’s psychological abilities to decide their eligibility for a specific program. . However, the existence and the use of not just IQ quizzes but all quizzes have long been debated. . But the quizzes are here to stay. . In fact, IQ quizzes are one of the most accurate ways of measuring a person’s intelligence.

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Education Start-ups 52

Uniphore

DECEMBER 21, 2021

As we begin to close out another year filled with massive, seize-the-day opportunities, I like to look at what our team achieved, even amidst significant challenges, and what’s to come. 2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. Today we are more robust than ever before. The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry.

Machine Learning 49

Machine Learning AI Innovation Government 49

MyCustomer Experience

DECEMBER 21, 2021

PRetail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) –. 21st Dec 2021. By Shellie Vornhagen Chief Experience Officer.

CX 52

CX Customer Experience 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

Knowmax

DECEMBER 21, 2021

The post DIY knowledge base for handling customer calls with ease appeared first on Knowmax.

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MyCustomer Experience

DECEMBER 21, 2021

TThe past two years have taught the world a lot of lessons about developing a competitive advantage through superior customer experience. 21st Dec 2021. By ecrespo Geo Vice President.

Customer Experience 52

Customer Experience 52

Zendesk

DECEMBER 21, 2021

There’s a lot of debate as to what makes a business “successful.” Is it money? Is it household-name branding? Is it longevity? All may seem like markers of a successful company to the general public. But what makes a business succcessful in the eyes of other businesses? A soaring sales growth rate. We know the last thing you need is yet another sales metric to track, but since the rest of the business world will be watching your sales growth rate, you’ll want to keep an eye on it as well.

Sales 52

Sales CRM Customer Acquisition 52

SugarCRM

DECEMBER 21, 2021

Every year brings new challenges, and marketing makes no exception in getting its head around a new year’s plan. It might be very tempting just to close the door and embrace the thrill of new beginnings, but when the budget meetings start popping up, marketers everywhere shudder. It doesn’t have to be the same for you! When it comes to planning and budgeting for next year, follow these steps to prepare: 1.

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Sales CRM Start-ups Technology 26

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