Adrian Swinscoe
OCTOBER 7, 2021
Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me […]. The post Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega first appeared on Adrian Swinscoe.
Inside Customer Service
OCTOBER 7, 2021
A few years ago, I stopped most of my consulting. The decision wasn't made lightly. My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. But something gnawed at me. Most clients weren't getting the results they wanted. Not just my clients. Companies that hired any customer service consultant were struggling to see any gains.
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Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
Fonolo
OCTOBER 7, 2021
With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers. That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience.
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Intercom, Inc.
OCTOBER 7, 2021
World-class customer support comes first. That has always been our priority. This means that, for the past few years, we’ve been working to staff teams across multiple time zones to make sure all of our customers have the help they need when they need it, no matter where they live. And so, naturally, we’ve slowly started building a remote team across the Pacific.
Uniphore
OCTOBER 7, 2021
It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
OCTOBER 7, 2021
What is Conversational Flow Analysis? Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation. With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation.
Customer Think
OCTOBER 7, 2021
Like many of you reading this, my company decided to go fully remote in March 2020, thinking it was a temporary safety precaution – not a work and office culture-shifting moment. While we’ve come a long way on the road back to normalcy and AnalyticsIQ’s offices are open, our employees were given the choice, and […].
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
Lumoa
OCTOBER 7, 2021
Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. Terminology can be tricky when seeking ways to improve, no matter the industry or trade. And although it might seem like a debate in semantics, understanding the distinction is something to keep in mind when looking for ways to set yourself apart from competitors.
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.
Zendesk
OCTOBER 7, 2021
As a company that builds software to help improve customer relationships, Zendesk has always considered human connection to be crucial to well-being. Many of the most complex social issues we face as a society can be traced, in part, to a breakdown in connection, from social isolation and digital exclusion to homelessness and food insecurity. Lack of human connection, and a related lack of a sense of belonging, are also at the root of many mental health problems, including a worldwide loneliness
Help Scout
OCTOBER 7, 2021
You need the right tools to deliver great support. Start your research with this explanation of the main types of customer service software.
Customer Think
OCTOBER 7, 2021
Every parent knows a contest or game can transform many situations by redirecting kids’ unruly energy. “Who can sit still the longest?” Counting backward from 100. Twenty questions. These are just a few of the go-to, often impromptu, games that can help rein in potential chaos. It’s amazing how often these simple games capture the […].
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
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.
Customer Think
OCTOBER 7, 2021
In today’s day and age, organizations worldwide are moving their applications and data to the cloud. With the vast amount of data at their disposal, it becomes impossible to store, process, and manage it through on-premise and traditional data centers. Although on-premise data storage has its advantages, they have minimal data storing capabilities that organizations […].
Myra Golden Media
OCTOBER 7, 2021
I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.
Customer Think
OCTOBER 7, 2021
By Matt Heinz, President of Heinz Marketing If you’re not already subscribed to Sales Pipeline Radio, or listening live every Thursday at 11:30 a.m Pacific on LinkedIn (also on demand) you can find the transcription and recording here on the blog every.
ClientSuccess
OCTOBER 7, 2021
Email marketing today is a lot different from what it used to be. Users these days want more than just a weekly or monthly promotional newsletter; they expect to be engaged and catered to. And if your emails fail to intrigue them, they have too many brands vying for their attention to really care about yours. . That’s why you need to be very conscious while planning out your newsletter campaign. .
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
Customer Think
OCTOBER 7, 2021
Because I wanted choice over my actions, I’ve spent a good portion of my life coding the trajectory of change so I could intervene to do something differently. I realized early on that knowing WHAT I wanted to change, WHAT doing it ’right’ entailed, and WHY I wanted to change, didn’t reliably lead me to […].
Execs In The Know
OCTOBER 7, 2021
PHOENIX, ARIZONA, US, October 7, 2021 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know (EITK) is proud to announce it has accepted the challenge of adopting a culture of openness, acceptance, and understanding regarding employee mental health and wellbeing and has formally taken the pledge to be a stigma-free company through the National Alliance on Mental Illness ( NAMI ) StigmaFree Company initiative.
Customer Think
OCTOBER 7, 2021
The future of retail eCommerce businesses is being transformed by technology at breakneck speeds, and you don’t want to be left behind! However, new technologies can come with some serious challenges if your business isn’t ready to adapt to them. Hence, it’s essential to learn about those new technologies and how they can affect your […].
cxservice360
OCTOBER 7, 2021
When you own your own law firm, you may have to be your own secretary for a while until you can build up a client base that can support additional employees. Even if you do have someone to answer your phones at your law firm, you need to ensure they are doing it properly so. Read more. The post 4 Best Practices for Answering Phones at Law Firms appeared first on CXService360 - Customer Service Articles, Stories and more.
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
MyCustomer Experience
OCTOBER 7, 2021
TFew industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before. 7th Oct 2021. By BlueOceanContactCenters.
The DiJulius Group
OCTOBER 7, 2021
More than 5,000 employees and customers (members) have Anytime Fitness tattoos. According to Chuck Runyon, the CEO and co-founder of Self Esteem Brands, LLC (parent company for Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U), one of the keys to their success is their obsession with.
MyCustomer Experience
OCTOBER 7, 2021
LThe global pandemic has thrown up several challenges for contact centre businesses. 89% of UK contact centre leaders say COVID-19 has. 7th Oct 2021. By Patty Yan.
Qualtrics
OCTOBER 7, 2021
With the new executive mandate enforcing COVID-19 workforce vaccination and testing requirements for many businesses across the US, how can you ensure compliance while also navigating PHI, PII, and HIPAA requirements? In this blog, we delve into the most frequently asked questions in relation to compliance, vaccination, and testing requirements, and what you can do to best prepare your business and people.
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
SugarCRM
OCTOBER 7, 2021
As a marketer, you are happy with your campaign since you’ve spent months planning and executing. Your prospects opened and clicked your email. You started building a relationship based on your business culture and philosophy. You nurtured your relationship, demonstrating value through your content—blog articles, emails, webinars. As trust deepens, the probability of buying from you increases.
Sprinklr
OCTOBER 7, 2021
What is competitive benchmarking, and why do you need it? Competitive benchmarking measures where and how your organization stands against your competitors. By using a set of predetermined metrics, benchmarking allows you to compare your company’s performance against your competitors and other best-in-class brands. Competitive benchmarking is not a new concept; in fact, Xerox first began the practice in 1979 to analyze unit production costs in manufacturing operations.
TeamSupport
OCTOBER 7, 2021
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. At TeamSupport, we honor our employees who work hard every day to ensure that our customers have a smooth, easy customer service experience. However, getting our organization to run like a well-oiled customer service machine didn’t happen overnight.
Qualtrics
OCTOBER 7, 2021
What is conjoint analysis and how can you use it to enhance the value of the products and services you provide to customers? Read on to learn more about how conjoint analysis works, why you should use it to ensure product and service success, and what we can do to support your efforts. Designing great experiences starts with understanding your customers.
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.
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