Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI

E-commerce 130

E-commerce Innovation Compliance AI 130

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.

Contact Center 148

Contact Center Gaming Education Sales 148

Intercom, Inc.

NOVEMBER 23, 2021

I’m excited to welcome three new senior leaders and a new Board Member to Intercom, to help deliver even more breakthrough value to our customers at an exciting moment for the company. We welcome former Smartsheet CMO Anna Griffin and former Lumileds Chief Legal Officer Cheree McAlpine to the executive team as Chief Marketing Officer and General Counsel respectively.

Legal 118

Legal Sales Technology Technology 118

Customer Think

NOVEMBER 23, 2021

Photo by Unsplash, CC0 1.0 What’s the greatest hurdle you face when trying to sell your products and services? For B2B sellers, grasping the thought process behind a customer’s purchasing decisions can be particularly challenging, as that thought process isn’t strictly governed by logical elements. Contrary to some commonly held sales beliefs of the past, […].

B2B 130

B2B Government Sales Customer Loyalty 130

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Shep Hyken

NOVEMBER 23, 2021

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.

Retail 115

Retail Sales Customer Service Customer Experience 115

Customer Think

NOVEMBER 23, 2021

Keeping a customer is so much cheaper than acquiring a new one- a discussion for eCommerce Customer trust precedes loyalty. You must engage your customers first, provide them top-notch service, and make sure always to offer additional value with your products. These may seem easy, but the difference between brands that survive and those that […].

Customer Loyalty 130

Customer Loyalty 130

Customer Think

NOVEMBER 23, 2021

When I was asked to present to a group of 8- to 12-year-old girls on the subject of digital transformation and change management, I found myself in a conundrum. With more than 20 years’ experience leading transformation initiatives at some of the world’s biggest companies, I had plenty of resources and success stories to draw […].

Technology 122

Technology Technology 122

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Net Promoter Score 91

Net Promoter Score CRM Customer Feedback Sales 91

Bill Quiseng

NOVEMBER 23, 2021

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for many who have wished me well as I recover. Today I would like to give a very special mention to the following people: Edgar Gum, regional vice president for Marriott Vacations and his team, along with my fe

Customer Service 78

Customer Service 78

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why.

Customer Experience 87

Customer Experience CRM Omnichannel Social Media 87

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

NOVEMBER 23, 2021

Retailers are finally sharing their customer data with other companies in ways that should deliver higher return on investment with each insight. But when opening their doors to buyers, are retailers creating the right experiences by inviting their customers in, as well? The looming demise of third-party digital consumer trackers, such as cookies, has forced […].

Retail 83

Retail Customer Loyalty 83

ClientSuccess

NOVEMBER 23, 2021

As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day. For these businesses to work together – and for customers to get the most out of their products and services – there must be a secure way to connect, share, and engage on both sides.

Compliance 76

Compliance Start-ups Sales 76

Customer Think

NOVEMBER 23, 2021

Making a good first impression is more important than ever before. With social media and the web, your online presence is an important tool in portraying your company and brand in a positive light. Here are nine ways to craft your online image to make a good first impression on your customers. 1. Show Up […].

Social Media 78

Social Media Customer Loyalty 78

Help Scout

NOVEMBER 23, 2021

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional.

Customer Service 70

Customer Service 70

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

NOVEMBER 23, 2021

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between eve.

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CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Customer Think

NOVEMBER 23, 2021

Apple Enterprise Management bridges the gap between Apple’s products and the security and collaboration requirements of today’s remote teams. It enables organizations to protect, manage, and connect all of their Apple devices such as Mac, iPad, iPhone, and Apple TV. This is possible no matter where their employees are working from. This sounds like the […].

Technology 64

Technology Technology 64

Help Scout

NOVEMBER 23, 2021

Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 9 Hiver alternatives.

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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

NOVEMBER 23, 2021

Education technology leader shares proprietary process for developing successful education initiatives that drive business results and real ROI.

Education 69

Education Technology Technology 69

CallCare

NOVEMBER 23, 2021

As we approach the most wonderful time of year, there are many reasons why both consumers and business owners are rubbing their palms. From the viewpoint of a consumer, this is an opportunity to reward themselves with a substantial discount. Wishlists are being honed, and the online community is waiting for companies to sound the discount alert. However, with all of the discounts and flashy advertisements enticing the customer’s imagination, it may be difficult to close the sale and move y

Customer Service 52

Customer Service Sales Retail Customer Satisfaction 52

Customer Think

NOVEMBER 23, 2021

Does CX experience matter? Or doesn’t it?

CX 75

CX Customer Experience 75

Ameyo Callversations

NOVEMBER 23, 2021

TechnolTechnology is ever-evolving, and it brings out the best with it to enable businesses to interact with their existing customers as well as potential customers. With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service.

Technology 98

Technology Technology Customer Service E-commerce 98

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

Zendesk

NOVEMBER 23, 2021

Even though most of us hear ‘sales’ and jump to the image of an individual buyer in a store, it turns out that the majority of sales money doesn’t come from customers but from other businesses. In fact, B2B sales are projected to bring in approximately three times the revenue of B2C sales by 2023. When looking to the future, therefore, it’s important for companies to understand what B2B sales are, what the best B2B strategies are, and how the B2B sales process and cycle differ from B2C sales.

B2B 98

B2B Sales B2C Social Media 98

Ameyo Callversations

NOVEMBER 23, 2021

TechnolTechnology is ever-evolving, and it brings out the best with it to enable businesses to interact with their existing customers as well as potential customers. With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service.

Technology 52

Technology Technology Customer Service E-commerce 52

Zendesk

NOVEMBER 23, 2021

No matter how successful a business is, every company is going to find moments where they need a sales boost. It might be towards the beginning to build a customer base, or somewhere down the line when sales are slow. This is the time for a sales promotion. In this piece, we’re going to discuss what a sales promotion is, the types of sales promotions, the pros and cons of using them, and the best strategies for your company.

Sales 52

Sales Social Media Customer Acquisition CRM 52

SugarCRM

NOVEMBER 23, 2021

Getting prospective customers to buy doesn’t happen overnight, regardless of how awesome your product or service is. Given the landscape of far-sighted customers and fierce competition, making the sale can be quite challenging. That is why most B2B marketers mainly focus on customer acquisition to the detriment of retention. You must build an effective customer-centric retention strategy to sustain long-term growth and elevate your customer acquisition percentage.

Customer Retention 26

Customer Retention Artificial Intelligence CRM Customer Acquisition 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

Zendesk

NOVEMBER 23, 2021

Measuring sales success isn’t as simple as it sounds. There are many ways to assess sales numbers and customer growth, so the task can quickly become overwhelming. Before you know it, you have contradicting statements and you’re forced to start all over again. This is where KPIs, or Key Performance Indicators, are essential. In this piece, we’ll discuss what KPIs are, which KPIs to use in certain situations, and how to implement KPIs in your sales team.

Sales 52

Sales CRM Customer Acquisition B2C 52

Aquire

NOVEMBER 23, 2021

‘Tis the season for giving thanks. For businesses, that means thanking their customers. And what better way to do that than on social media? Social platforms provide a great opportunity to display that most human of qualities — gratitude — while simultaneously building your online (and offline) brand. Why should I thank customers on social media? End-of-year corporate thank-yous can take many forms: gifts, coupons, and postcards to name a few.

Social Media 52

Social Media Social Listening Customer Relationship Sales 52