Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.

Customer Service 109

Customer Service Technology Technology 109

Zendesk

MAY 14, 2021

. . . If there’s one silver lining to the pandemic, it’s that we’re all finally talking about mental health in the workplace. And unlike masked social gatherings or 24 hour-a-day pajamas, that’s not likely to change once things get under control. “This is something that’s going to stick with us ,” said Frances Brittingham, a customer experience manager at Calm , a meditation app.

Start-ups 98

Start-ups AI Customer Experience Management Customer Experience 98

Myra Golden Media

MAY 14, 2021

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask. What advice can you give me for enforcing a mask requirement while getting the respect I deserve?”.

Transportation 79

Transportation Customer Service Customer Experience 79

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Customer Retention Rate. Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR).

Customer Retention 65

Customer Retention Net Promoter Score NPS Voice of the Customer 65

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Qmatic

MAY 14, 2021

When you decide to put part of your vaccination operation in the hands of an external software provider, you need a reliable system. This article will describe the importance of stability and safety of a COVID-19 scheduling solution from a software developers' perspective.

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Comm100

MAY 14, 2021

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Customer Think

MAY 14, 2021

Conversation Intelligence provides constructive insights to build stronger person-to-person connections, enhances prospect’s buying experience and boosts sales performance.

Artificial Intelligence 40

Artificial Intelligence Construction Technology Technology 40

Qualtrics

MAY 14, 2021

This past year our kitchens became conference rooms, bedrooms became classrooms, and all of us had to throw out the playbook on how—and where—we do our work. At Qualtrics, when the pandemic sent employees home, we went from 25 offices to more than 3,000 “home offices” overnight. We asked everyone to dig deep, act like owners, and focus on our customers as we took the business to new heights—all while working remote.

Innovation 40

Innovation Technology Technology 40

SugarCRM

MAY 14, 2021

How marketers approach marketing matters. Customers crave quality interactions and educational content. In the past, marketers exclusively advertised a product or service, but this approach does not work well with modern customers. As a result, marketers started to get more creative with their content and strategies, extending their capabilities tremendously.

Social Media 29

Social Media Education B2C Engineering 29

Qualtrics

MAY 14, 2021

This past year our kitchens became conference rooms, bedrooms became classrooms, and all of us had to throw out the playbook on how—and where—we do our work. At Qualtrics, when the pandemic sent employees home, we went from 25 offices to more than 3,000 “home offices” overnight. We asked everyone to dig deep, act like owners, and focus on our customers as we took the business to new heights—all while working remote.

Innovation 26

Innovation Technology Technology 26

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