November, 2021

And the winners are…congratulations to our LISTEN 2021 Award recipients!

Callminer

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients

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Destiny and the Revolution: How the future of Uniphore is the future of customer experience

Uniphore

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

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Navigating Company Acquisitions as a Customer Success Leader

TSIA Customer Success

Company acquisitions require Customer Success Executives to be prepared. Whether you know it or not, you’re now competing for your own position against the Chief Customer Officer, Vice President of Customer Success, or Director of Customer Success of the acquired/acquiring company

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Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

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.

How can managers support and progress their hybrid workforces?

Adrian Swinscoe

This is a guest post from Natasha Bougourd, a copywriter for Impact International. COVID has revolutionised the way we work, and many businesses are now living […]. The post How can managers support and progress their hybrid workforces? first appeared on Adrian Swinscoe

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More Trending

Prioritization and Decision-Making Tools: The Rice Scoring Model

Futurelab

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

Uniphore Named One of the Fastest-Growing Companies in North America on the 2021 Deloitte Technology Fast 500™

Uniphore

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif.

Great Service is Great Theater. An Encore.

Bill Quiseng

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say.

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

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.

Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy

Adrian Swinscoe

This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe

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A New Old Look at Work-Life Balance

The Belding Group

Maybe you're looking at work-life balance the wrong way. Yes, working is something we have to do to survive. We also, however, have to eat to survive. Yet, how often do you hear someone roll their eyes and say, "Having to go to a restaurant is cutting into my Eat-Life balance.".

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Tips to Activate Your Customer Personas

Futurelab

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires.

How Emotional Intelligence Drives CX Success

Uniphore

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered?

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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.

Introduction to Responsible AI: The CallMiner Research Lab Responsible AI Framework

Callminer

The CallMiner Research Lab Responsible AI Framework outlines definitions and concerns, as well as some of the driving questions, leading to deeper considerations about our tools, models, and datasets

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“Satisfaction Guaranteed” Does Not Lead to Customers Guaranteed

Bill Quiseng

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, they were satisfied.

Customer service teams: the time for more service advocacy is now

Adrian Swinscoe

Customer service teams are often taken for granted. Some of you may think that that is a strong statement. But, if you look up the expression […]. The post Customer service teams: the time for more service advocacy is now first appeared on Adrian Swinscoe

4 Easy Ways to Make Call Center Training More Fun

Fonolo

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.

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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.

When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

Insights on the Value of Conversational Automation

Uniphore

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.

Delivering Excellent B2C Customer Service: 7 Best Practices

Help Scout

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

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Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.

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.

Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM

Adrian Swinscoe

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe

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How to master new skills like a training professional

Inside Customer Service

I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? I usually don't recommend any of those, at least not right away.

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A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

Creating a Better Collections Experience

Uniphore

When customers miss payments, it’s up to collections departments and agencies to recover what is owed.

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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.

6 Ways to Remove Employee Roulette from your Brand’s Customer Experience

The DiJulius Group

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have.

14 Actionable Live Chat Metrics to Start Tracking Today

Help Scout

Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today. Read the full article

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Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM

Adrian Swinscoe

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe

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