Thu.Jul 28, 2022

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Intercom’s Sanj Bhayro on creating the right foundation to help businesses scale

Intercom, Inc.

Growth is arguably the most defining and sought-after trait of technology companies. Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. However, growth is seldom linear, as is all too clear in the current economic climate. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn.

Sales 210
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How your customer service pep talks can stay fresh

Inside Customer Service

"My employees are tuning me out." The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. They'd heard the manager talk about the vision so many times that it had gotten repetitive.

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The Implication of the Long Tail in Today’s Environment

Beyond Philosophy

Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel. The problems with this show represent how the implications of the Long Tail in today’s environment dictate changing how we invest in our businesses and experiences, and that ignoring it

Gaming 88
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6 Inclusive Hiring Practices for Call Centers

Fonolo

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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If I Ruled the World

Conversation Agent

Have you ever wondered what could be if you ruled the world? I have. And since there's no chance of that happening, I'm with Umberto Eco on supporting political empathy. There's so much we would accomplish if interests were not financialized so much. Along similar lines, you can accomplish a lot if you don't care who gets the credit. Trust less what you read and more what you create.

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Forget cookies - cohort marketing is the future

MyCustomer Experience

FCustomer experience management (CXM) is a strategy implemented by brands aiming to create a seamless marketing journey, using data and tech. 30th Aug 2022. By Dan Wigley SVP, UK Analytics & Data Practice Lead.

CXM 59

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24/7 customer care and the cost-of-living crisis

MyCustomer Experience

2As the cost-of-living crisis continues, businesses should be going the extra mile to ensure their customers feel supported should they face. 18th Aug 2022. By Jonny Campbell Head of Customer Growth and Retention.

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Lead vs. prospect vs. sales opportunity: What’s the difference?

Zendesk

In marketing, the terms lead , prospect , and opportunity are typically thrown around interchangeably. But they have distinct meanings and uses that are important for anyone in sales to understand. In this article, we will explain what separates a lead, a prospect, and an opportunity; discuss best practices and strategies for converting a lead into a prospect; and break down the stages and characteristics of an opportunity.

Sales 52
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10 things to know about Google Analytics 4

MyCustomer Experience

1Google Analytics 4 (GA4) is the latest generation of web analytics platforms and replaces the former property type, Universal Analytics (UA. 8th Aug 2022. By Lynda Rice Head of Analytics.

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What is Customer Success, and What Is It Not?

TeamSupport

Some words are used so often that their meaning is blunted or outright transformed. One of these such words is “success,” and depending on the reader, can mean anything from “victory” to The Weather Girls’ album. As far as Customer Success teams are concerned, it leans towards the former (sorry fans of 1980s post-disco, your day will come). Hopefully it’s not a stretch to say that just about every business recognizes the importance of customer service and customer support.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Effect of the Long Tail in Today's Environment

MyCustomer Experience

TNetflix has a great show called "The OA," but you shouldn't watch it. You will wish you hadn't if you ignore me and queue it up. This. 28th Jul 2022. By Colin Shaw Founder & CEO.

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No sweat, new integrations are in

Zendesk

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Klaviyo. Klaviyo (Support) is a unified customer platform that gives your online brand direct ownership of your consumer data and interactions, empowering you to turn transactions with customers into productive long-term relationships—at scale—across all your channels (email, SMS, social, web, push).

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CRM Strategy Meets the Demands of Working Remote

SugarCRM

The pandemic accelerated digital transformation through a scramble to implement remote work. Some companies were ready; some were not. But B2B customers were very ready for it. Over the past 18 years of building a more than 500-person software company, I have had many employees working from home offices. And many of them complained in the past that we just “didn’t get remote working.

CRM 26