Thu.Oct 14, 2021

3 Tips to Reduce Cost Per Contact in the Call Center

Fonolo

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool.

4 ways social listening reports unlock the business value of customer experience

Sprinklr

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels.

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2021 Gartner® Hype Cycle™ for Natural Language Technologies

Uniphore

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.”

Why training is a bad way to recognize good employees

Inside Customer Service

My first job was in a clothing store. It was a great place for a high school kid like me to learn new skills. I started in the men's department, but was eager to learn everything I could.

Retail 141

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

10 Questions for B2B2C CX Leaders

Heart of the Customer

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

CX 98

More Trending

How Sprinklr is continuing to deliver a world-class well-being program

Sprinklr

I am thrilled and humbled that Sprinklr was selected as a recipient of the Cigna 2021 Well-Being Award for demonstrating a strong commitment to improving the health and well-being of Sprinklr employees through its robust workplace wellness program.

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Service Design vs Customer Experience 2021

Customer Think

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

CX 105

Why Does Customer Success Matter?

SupportYourApp

According to Forrester, 72% of businesses say improving customer experience and success is their priority

Contactless Payment, Engagement and Loyalty: How to Have It All

Customer Think

It’s Happening: Touch-Free Buying is Breaking Off Contact Think ahead about what you give your customers, business owners, because it almost always changes how they interact with you. Today, all merchants should be thinking ahead about the implications of offering contactless payments.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Good Framing is Central to Change

Conversation Agent

Good framing is a design choice that affects behavior. Every time you see FREE online, you could interpret it in one of two ways: “I'm paying for it with my attention,” “I'm paying for it with my data.” Time is part of it in both cases. And time is a good way to reframe a scenario.

64

Why Customers Ask Vague Questions (and What To Do About It)

Help Scout

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions. Read the full article

59

The Intuitive Customer Trailer

Beyond Philosophy

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems.

CX 78

57 Customer Satisfaction Survey Questions To Ask For Better Feedback

Aquire

Asking the right customer satisfaction survey questions can tell you much more than whether your customers are simply satisfied or dissatisfied. The answers reveal feedback that can help you retain business, validate business decisions and strategies, and ultimately grow your brand.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Stumped for New Ideas? This is What is Stopping You

Beyond Philosophy

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens.

6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die.

How Alexa Skills Are Changing the Healthcare App Development Realm?

Customer Think

At home, voice interactions with AI companions are becoming increasingly popular. Amazon intends to bring Alexa to the office with Alexa for Business. Alexa, from Amazon, has quickly become the most popular platform for this type of engagement.

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

How Change Is Changing and What to Do About It

Customer Think

I read this interesting blog post about the changing nature of change, specially in the organisational context, in which the authors (Paul Kurchina, Glen Gonzalez & Stephanie Overby) share their perspectives and distinguish between the “C” change a. Blog Employee Engagement Leadership

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Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?

Khoros Innovates to Transform Contact Centers for the Digital Age

Customer Think

The company’s Autumn Innovation Release includes a new no-code chatbot offering, modern & secure messaging enhancements, and the first-ever Zoom integration for enterprise communities.

Stumped for CX ideas? This is what is stopping you

MyCustomer Experience

SI like books that show you another perspective you weren't expecting. Yuval Noah Harari's Sapiens: A Brief History of Humankind is an. 14th Oct 2021. By Colin Shaw Founder & CEO

CX 52

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way

Customer Think

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book tit. Blog Customer Experience

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?

Stumped for Ideas? This is What is Stopping You

MyCustomer Experience

SI like books that show you another perspective you weren't expecting. Yuval Noah Harari's Sapiens: A Brief History of Humankind is an. 14th Oct 2021. By Colin Shaw Founder & CEO

52

CXN Live: Future CX and Contact Centre Trends APAC

CX Network

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

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

Black Friday Hopes And Fears Are Here Again

MyCustomer Experience

BAlbert Einstein is often credited as once saying: “The definition of insanity is doing the same thing over and over again, but expecting. 14th Oct 2021. By terryrybolt Chief Revenue Officer

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Email Marketing Starter Guide

SugarCRM

Email is still a strategic piece of your marketing strategy, with 91% of marketers rating it as important. The two main goals that marketers prioritize when it comes to email marketing are to increase sales revenue (59%) and to boost lead generation (49%).