Intercom, Inc.

JULY 29, 2021

Well, at the beginning of 2020, no one had the playbook for that. And so, Mark Rudden and his team had to figure it all out by themselves. Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Inside Customer Service

JULY 29, 2021

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. A computer program ran in the background during each call to determine if the customer was eligible for the company credit card.

Customer Service 147

Customer Service Scorecard Contact Center Start-ups 147

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

Customer Think

JULY 29, 2021

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization.

Customer Experience 134

Customer Experience 134

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Sprinklr

JULY 29, 2021

Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to spend 31% more on a business with excellent reviews. In other words, customers are paying close attention to feedback about your products across a wide variety of digital channels and using that information to guide their decisions.

CXM 111

CXM Manufacturing Social Media Social Listening 111

Customer Think

JULY 29, 2021

Understanding how to give your customers an experience they will remember is critical in retaining them for the long run. You have spent time and money acquiring those customers so it’s vital to keep them coming back time and time again. Getting a new customer to try your business can be anywhere from five to […].

Customer Experience 124

Customer Experience 124

Customer Think

JULY 29, 2021

With technology advancements, mobile apps have now become a necessity. The increase in smartphones and tablets has encouraged businesses to develop and launch their mobile apps in the market. There is no denying that setting it up and forgetting it doesn’t work when it comes to technology. For this reason, businesses keep adding functionalities, and […].

Technology 116

Technology Technology 116

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that.

Construction 89

Construction Start-ups Retail Innovation 89

Customer Think

JULY 29, 2021

Ready to develop a mobile app in 2021? If yes, pay attention to cross-platform app development closely. Why? You see, folks, there were 2.8 billion Android and 1.5 billion iOS users present in 2020. But, despite this massive mobile user base, 9,999 in 10,000 mobile app fail. That means just targeting either Android, iOS, or […].

Technology 111

Technology Technology 111

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

Customer Experience 89

Customer Experience Management Consulting CX Customer Service 89

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

JULY 29, 2021

Over the last decade, and especially in the past five years, eCommerce has taken over the internet. Due to the rise of the digital era, most companies have embraced a “store-less” approach to doing business. This new trend has rapidly taken over most industries, and online shopping has become the new norm. As a direct […].

Customer Experience 75

Customer Experience 75

Customer Bliss

JULY 29, 2021

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). Once, I was talking to Colleen, and what she said was: Jeanne, at almost every board meeting, we have to fight to make sure that we don’t let those fees seep in, that we don’t start charging change fees or luggage fees, because that’s the foundation upon which people believ

Start-ups 74

Start-ups Customer Survey 74

Customer Think

JULY 29, 2021

In over a year of constant adjustment for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and Mckinsey, is pointing towards the digital shift in consumer habits being here […].

Retail 75

Retail 75

The DiJulius Group

JULY 29, 2021

Turn your company into the brand your customers can’t live without. And it shouldn’t take too much effort to do it. With the Customer Experience Cycle (CEC) as part of your company culture, you’re able to ensure consistent world-class, excellent customer experience. Also known as journey mapping, this technique looks at every stage and touch. Read Full Article.

Customer Experience 69

Customer Experience 69

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

JULY 29, 2021

I’m proud to have started my career and spent much of it (over 25 years) working to help some great brands deliver on the promises they made to their customers. Perhaps I was lucky that I started my career at the RAC where I was instrumental in creating the new and often iconic service centres […].

Contact Center 75

Contact Center Technology Technology 75

Aquire

JULY 29, 2021

When it comes to omnichannel retail customer experience, the multi-billion dollar question is: what exactly are customers looking for? The answer? Well, it keeps changing as consumer expectations evolve. At least that’s what we learned at a recent 50-minute webinar we hosted titled “Customer Experience in an Omnichannel World”. The webinar was moderated by Mayur Anadkat, former VP of Marketing at Acquire, who has nearly 20 years of experience in customer service and customer experience.

Omnichannel 59

Omnichannel Retail Customer Experience Sales 59

Customer Think

JULY 29, 2021

This is the first post in a series titled “Customer Experience IS Team Member Experience.” As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes t.

Customer Experience 72

Customer Experience 72

CX Network

JULY 29, 2021

Optimizing your digital presence with data, automation and design for the ultimate customer experience.

Omnichannel 73

Omnichannel Customer Experience 73

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

Customer Think

JULY 29, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device market size is approximately half a trillion U.S. dollars.

Hospitality 64

Hospitality Hospitality Manufacturing Technology 64

Zendesk

JULY 29, 2021

You’re at a party nibbling on cheese when someone who looks vaguely familiar strikes up a conversation. You’re doing a good enough job faking your way through it, until your partner joins and asks for an introduction … and you don’t know the person’s name. Sales and support conversations aren’t so different from chats at parties. A great call with a customer will end badly if you don’t remember their personal details—whether that’s their name or their most recent purchase.

Sales 52

Sales Data Entry CRM Omnichannel 52

Customer Think

JULY 29, 2021

You may consider it unlikely that cybercrime will affect your business. However, the number of enterprises falling prey to attacks is increasing. According to a 2018 report by Hiscox, 47% of small businesses reported one cyber-attack over the course of a year. Of these, 44% reported more than one. The same report found that cyber-attacks […].

Technology 64

Technology Technology 64

Aquire

JULY 29, 2021

Search online for wise words about customer service efficiency and you’ll find a lot. People are queuing to give up their two cents on the subject (even non-business personas like Bruce Lee, who said that “efficiency is anything that scores” – more on that a bit later). . And that’s because, as with so many other things in business, efficiency – and the ways to achieve it – aren’t as clear-cut as we would all like.

Customer Service 52

Customer Service Start-ups Omnichannel Technology 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

cxservice360

JULY 29, 2021

Sometimes when companies go above and beyond to delight customers, these customers are keen to show appreciation to the business and share their experience with others. A great customer service story will put a smile on your face and serve as an inspiration for frontline workers in other organizations who wish to delight customers with. Read more. The post Customer Service Story – The Roomba Vaccum Vaccum appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 52

Customer Service 52

Lightico

JULY 29, 2021

Lost or stolen credit cards are a common occurrence encountered by banks or financial institutions, most of which have already established a process to help customers report these incidents. But what in many cases starts out with a simple call from the customer reporting that they’ve lost their credit card can often evolve into disputed charges that require them to send supporting documents, or even escalate to a fraud investigation — and it’s the gaps between these scenarios that can further co

Contact Center 52

Contact Center Start-ups Touchpoint Innovation 52

CX Network

JULY 29, 2021

Discover how to boost omnichannel customer service through the integrationof social media platforms such as Facebook, Twitter and Instagram.

Social Media 57

Social Media Omnichannel Customer Service 57

SugarCRM

JULY 29, 2021

Your sales team sells your products and sets expectations for customers. Your service team needs to deliver on those promises and maintain the level of value your customers expect. We would like to help you align your sales and service teams to improve your brand reputation, and focus on building solid communication channels, robust hand-off processes with technology that makes the hard things easier. data-secret="tF8KwCpYSh" frameborder="0" scrolling="no" width="500" height="281">.

Sales 52

Sales Close the Loop CX Start-ups 52

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

Qualtrics

JULY 29, 2021

Today is an exciting day— Qualtrics has agreed to acquire Clarabridge , the industry leader in omnichannel conversational analytics. One of the reasons we went public was to accelerate our category leadership and build a mission-critical software platform used by every organization around the globe. And part of achieving that goal is being able to complement our organic innovation with smart acquisitions.

Omnichannel 49

Omnichannel Unstructured Data Actionable Insights Innovation 49

MyCustomer Experience

JULY 29, 2021

5My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management. 29th Jul 2021. By Colin Shaw Founder & CEO.

Customer Experience 52

Customer Experience 52

Knowmax

JULY 29, 2021

Efficiently implementing Knowledge management for Self-Service.

52

52

MyCustomer Experience

JULY 29, 2021

CWhen the current world covid pandemic subsides, the return to “normal” is likely to see some changes in the dynamic of the market and the. 29th Jul 2021. By Nicholas Watkis Principal Consultant.

40

40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

CX