CX Accelerator

APRIL 1, 2022

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr

Legal 266

Legal Contact Center Social Media CX 266

Shep Hyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Shaun Belding

APRIL 7, 2022

The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […]. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 130

Customer Service 130

Callminer

APRIL 27, 2022

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space.

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Adrian Swinscoe

APRIL 29, 2022

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe.

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Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. That doesn’t mean we don’t obsess over user interfaces; it means spending time on the right things. Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.

Customer Expectations 183

Customer Expectations Customer Service Customer Loyalty Customer Experience 183

Shaun Belding

APRIL 7, 2022

The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year. The impact on customer service was no different If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 […]. Shaun Belding | www.beldingtraining.com.

Customer Service 130

Customer Service 130

Callminer

APRIL 25, 2022

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS.

Contact Center 182

Contact Center Customer Experience 182

Adrian Swinscoe

APRIL 22, 2022

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service B2C 246

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

Intercom, Inc.

APRIL 14, 2022

I am delighted to share that our senior leadership team here at Intercom continues to grow. Today, I’d like to welcome three experienced new senior leaders, starting with L. David Kingsley, who has joined Intercom as our first Chief People Officer. As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplac

Real Estate 129

Real Estate B2B Customer Experience 129

Inside Customer Service

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.

Customer Service 130

Customer Service 130

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.

Customer Experience 118

Customer Experience Start-ups Sales 118

Shaun Belding

APRIL 28, 2022

Internal customer service has become a hot topic over the last few years. It’s frustrating when you feel you can’t rely on your coworkers to do their part. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 100

Customer Service 100

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

Callminer

APRIL 10, 2022

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.

Technology 182

Technology Technology 182

Adrian Swinscoe

APRIL 1, 2022

This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe.

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Intercom, Inc.

APRIL 28, 2022

The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. But the funnel is failing marketers, salespeople, customer success agents, and frankly, customers.

CRM 118

CRM Start-ups Sales Customer Journey Map 118

Inside Customer Service

APRIL 14, 2022

It's hard to build customer service skills when you can't practice. Perhaps you're a student, in-between jobs, or transitioning into a new career. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.

Customer Service 130

Customer Service Retail Start-ups 130

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Steven Van Belleghem

APRIL 26, 2022

SpaceX and Starlink. I want to illustrate the higher purpose of Elon Musk’s Starlink company – probably my top favourite visit in this tour – with a story about their custom-made devices for Ukraine. Walking around in the Starlink factory, we could see that the packages were separated into two piles: one for Ukraine and another for all the other countries.

Customer Experience 120

Customer Experience Government Technology Technology 120

Shep Hyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.

Customer Service 119

Customer Service Start-ups Customer Experience 119

Callminer

APRIL 4, 2022

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric.

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Adrian Swinscoe

APRIL 25, 2022

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […]. The post Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET first appeared on Adrian Swinscoe.

Technology 190

Technology Technology CX Contact Center 190

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Intercom, Inc.

APRIL 26, 2022

I’m excited to announce that we have welcomed a new and accomplished member to the Intercom board: Eileen Naughton, previously an executive leader at Google, President of Time Magazine, and General Manager of Fortune. Eileen is a genuine, down-to-earth, exceptional leader, who brings an unusually broad set of experiences across a range of fields and industries.

Healthcare 118

Healthcare AI Business Operations Technology 118

Inside Customer Service

APRIL 7, 2022

Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one. You can find past updates here. Here's the short version: Sally and I sold The Overlook.

Start-ups 130

Start-ups Gaming Sales Customer Experience 130

Steven Van Belleghem

APRIL 20, 2022

For those of you who’re still pretty new to Web3, first a very short tutorial on what it is: web1: read. web2: read + write. web3: read + write + own. Web1, the first – read-only – version of the internet, consisted of simple, static websites with limited functionality or interaction. In the next phase, that of Web2, the web became participatory.

Advertising/ Marketing 117

Advertising/ Marketing Gaming Legal Social Media 117

Shep Hyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

Manufacturing 116

Manufacturing Customer Service Technology Technology 116

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience

Callminer

APRIL 6, 2022

All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.

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Adrian Swinscoe

APRIL 19, 2022

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […]. The post Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo first appeared on Adrian Swinscoe.

Management Consulting 190

Management Consulting Customer Experience CX 190

Intercom, Inc.

APRIL 4, 2022

March was a big month at Intercom. St. Patrick’s Day celebrations returned, more and more of our teams were able to work from the office, and we hosted our first ever global virtual event, New at Intercom – bringing together our leaders and customers under one virtual roof. They shared industry trends, customer insights, and revealed some game-changing products that will transform your business.

Gaming 118

Gaming Customer Feedback Customer Experience 118

SixteenVentures

APRIL 19, 2022

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. But there are three things that elicit such a deep, visceral response that the only applicable word is hate. Strong word, but strong emotions. In my many years of helping companies grow through Customer Success, the thing I’ve always tried to do is understand why humans behave the way they do.

Customer Relationship Management 114

Customer Relationship Management B2B CRM Technology 114

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.