Intercom, Inc.

DECEMBER 1, 2022

At Intercom, we value principles over processes. As we’ve scaled, we’ve distilled and fine-tuned the foundations that shape what we build and how we build it. Principles tell us where we should focus, how we make decisions and move forward as a team, and help us consistently build great products at scale. And that’s exactly why, earlier this year, we started a series dedicated to exploring the reasoning behind each one.

Engineering 118

Engineering 118

Customer Think

DECEMBER 1, 2022

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. I have spent hours contacting a cell phone provider over a […].

Customer Service 122

Customer Service Retail 122

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace?

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Customer Think

DECEMBER 1, 2022

Experts aren’t sure whether 2023 will mark the start of a recession. Some claim that the record-low labor market is too strong for the economy to tank, while others believe that it depends on what the government does over the next few months. Regardless, people everywhere are beginning to react to the ominous clouds of […].

Sales 117

Sales Government 117

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Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no. Although plenty of organizations are seeing a return on their investment and profit from CX, some continue to struggle to bring in the wide range of rewards from this game plan.

Education 64

Education Omnichannel Gaming CX 64

Customer Think

DECEMBER 1, 2022

In the recent past, big names in the banking sector like Axis Bank and Deutsche Bank have made it to the news for incorporating RPA in their processes. However, even Japan’s biggest banks, like Mitsubishi UFJ Financial Group Inc.(MUFG), Sumitomo Mitsui Financial Inc. (SMFG), and Mizuho Financial Group Inc. (MHFG), made headlines for integrating banking […].

Finance 87

Finance Technology Technology 87

Customer Think

DECEMBER 1, 2022

New integrations with Twilio ® MessagingX, Twilio SendGrid ® and Doxee Pvideo ®

119

119

Zendesk

DECEMBER 1, 2022

Service teams have a ton on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents’ lives easier, it’s too difficult to implement without an army of developers and accruing high costs…right? Not quite. Zendesk has made AI tools that are accessible to companies and teams of all sizes.

AI 52

AI Customer Service Innovation Customer Expectations 52

Customer Think

DECEMBER 1, 2022

Since 2020, a work-from-home wave has washed across the country. Professionals who spent years commuting to an office and driving to in-person meetings every day, suddenly found themselves juggling their responsibilities from home. While the pandemic that sparked this remote work revolution is fading, it’s clear that many businesses will never return to the office […].

CRM 78

CRM Technology Technology 78

Zendesk

DECEMBER 1, 2022

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix like supply chain issues, staffing shortages, hiring freezes, and—eek—the holiday rush, agents have a lot cut out for them.

AI 52

AI Customer Service Sentiment Analysis Retail 52

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 1, 2022

November 28, 2022. Add to rss feed. These are difficult.

Customer Experience 126

Customer Experience 126

VOZIQ

DECEMBER 1, 2022

Customer engagement is crucial, but what if CEOs interacted with their audience personally? Would you be interested in knowing the strategic enablers of an AI retention program, or taking a brief look at Forrester’s predictions for subscription businesses in 2023? We have it all in December’s edition of customer intelligence. When CEOs Engage Directly with Customers.

Social Media 40

Social Media AI CX Customer Satisfaction 40

Customer Think

DECEMBER 1, 2022

The internet has revolutionized the worlds of online shopping and retail. In 2020, global ecommerce sales crossed$4.28 trillion, with no sign of this growth slowing down. Ecommerce is a 24-hour business where speed is of the essence. Speed of conversions, Speed of deliveries, Speed of marketing, and Speed of returns, all drive this highly competitive […].

Retail 75

Retail Sales Technology Technology 75

VOZIQ

DECEMBER 1, 2022

Customer engagement is crucial, but what if CEOs interacted with their audience personally? Would you be interested in knowing the strategic enablers of an AI retention program, or taking a brief look at Forrester’s predictions for subscription businesses in 2023? We have it all in December’s edition of customer intelligence. When CEOs Engage Directly with Customers.

Social Media 40

Social Media AI CX Customer Satisfaction 40

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 1, 2022

We spend lots of time and money focusing on onboarding new sellers. We provide training, tools, content to reduce their ramp time. Managers spend time helping them become productive. Ironically, we provide very little in the way of onboarding new managers, particularly new front line sales managers. Typically, the process is: “Lisa, [.]. The post Onboarding New Managers first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

Sales 75

Sales 75

SugarCRM

DECEMBER 1, 2022

The 2020s are shaping to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere. We’ve seen how Artificial Intelligence (AI), Virtual Reality (VR), and now the Metaverse enhance customer experiences and take them on journeys they have never been on before. Those embracing new customer experience technologies are excelling in customer retention rates.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

Customer Think

DECEMBER 1, 2022

Many customer relationships involve the potential risk of encountering problems that the customer does not fully understand. In many cases, the customer does not understand what they have bought and in others, such as warranties and insurance, they are expected to understand which risks are being mitigated and which are not. The last two years’ […].

Customer Relationship 75

Customer Relationship Customer Loyalty Customer Service Customer Experience 75

The Customer Service Blog

DECEMBER 1, 2022

Two of the busiest online shopping days of the year are upon us. In the middle of a cost-of-living crisis and recession, retailers will be desperately hoping that shoppers take advantage of discounts on Black Friday and Cyber Monday to bump up annual sales figures. While this would boost a sector that has yet to fully recover from the COVID pandemic, there’s a major downside.

Retail 52

Retail Engineering Manufacturing Social Media 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

Customer Think

DECEMBER 1, 2022

References to Customer Experience are everywhere, from annual reports and analyst calls to job descriptions and performance appraisals to business plans and operating procedures. There is a gaping chasm, however, between embracing CX as a core dimension of strategy and infusing CX thinking into the DNA of the organization as opposed to simply spewing the […].

CX 69

CX Customer Experience 69

Customer Think

DECEMBER 1, 2022

A billionaire sports team owner wants to cut the cost of American prescriptions. Should the big drug chains check their pulses? Mark Cuban, owner of the Dallas Mavericks and a long-time Shark Tank investor, in January launched his price-popping discount e-pharmacy, Mark Cuban CostPlus Drug Co. (Yeah, you need a glass of water to swallow […].

Sports 64

Sports 64

Customer Think

DECEMBER 1, 2022

Acquisition Adds New Inbound and Outbound Sales Support Capabilities.

Sales 59

Sales 59