Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
Callminer
OCTOBER 18, 2017
Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
OCTOBER 12, 2017
Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].
Fonolo
OCTOBER 4, 2017
10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around
eglobalis
OCTOBER 29, 2017
What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 2, 2017
Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.
Heart of the Customer
OCTOBER 18, 2017
Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs.
Fonolo
OCTOBER 18, 2017
Last month we shared 4 Call Center Reports Worth Your Time. Hope you’ve read them all because here comes the next batch! A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. As always, we’re grateful to the authors (and sponsors that back them) for the hard work that goes in to producing this content.
Uniphore
OCTOBER 5, 2017
Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
eglobalis
OCTOBER 3, 2017
Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.
Beyond Philosophy
OCTOBER 5, 2017
The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.
Callminer
OCTOBER 23, 2017
As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves.
Win the Customer
OCTOBER 5, 2017
Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business. Networking for business owners is slightly different than for employed professionals, but many of the same concepts still apply. Here are four of the top tips in networking for newer business owners looking to build their brands.
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.
Comm100
OCTOBER 30, 2017
Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. While it’s a wonderful thing to try to show you care, too many businesses miss the mark by buying gifts for customers that are boring, bland or thoughtless – think corporate personalized pens, coffee mugs or gift cards.
Customer Bliss
OCTOBER 5, 2017
You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised. Their former CEO, Richard Smith, testified before Congress recently. This is one part of the exchange: “It’s like the guards at Fort Knox forgot to lock the doors and failed to notice the thieves were emptying the vaults,” Greg Walden, the chairman of
eglobalis
OCTOBER 3, 2017
In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.
Beyond Philosophy
OCTOBER 18, 2017
Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.
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?
Callminer
OCTOBER 11, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.
ProProfs
OCTOBER 23, 2017
Have you ever encountered a situation where you have been forced to use a machine with no clue about how to run it – probably at a self-check-in counter at an airport that has its default language set to language you don’t know or a self-service kiosk for a tram that needs you to share information and money to print your ticket? Thinking what would you do in such a situation?
Heart of the Customer
OCTOBER 10, 2017
Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of a fascinating (but really dense) book? You bet. But he’s not really known for his CX chops. Yet, one of his findings shows why many surveys – as well as quite […]. The post Behavioral Economics Explains Why Your Surveys are Flawed appeared first on Heart of the Customer.
Fonolo
OCTOBER 12, 2017
Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.
Advertisement
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
eglobalis
OCTOBER 22, 2017
In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.
Beyond Philosophy
OCTOBER 2, 2017
It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.
Callminer
OCTOBER 12, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.
ProProfs
OCTOBER 25, 2017
The present era is dominated by interactive multimedia. Nobody wants to see static and one-dimensional objects and elearning is no different. In the technology space, people are extensively discussing the relevance of augmented reality (AR) and its varied applications. To many it may appear a bit “futuristic” in its approach, AR should be considered as a candidate for online learning.
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.
Totango
OCTOBER 2, 2017
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business.
Fonolo
OCTOBER 25, 2017
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance. While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service.
Customer Service Life
OCTOBER 25, 2017
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to connect with Sean on LinkedIn , Twitter , and read his blog. Join us as we talk about some of our quirks that make us annoying roommates. We also share some practical ways to keep agents and employees engaged.
Beyond Philosophy
OCTOBER 12, 2017
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.
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.
Expert insights. Personalized for you.
229 
Let's personalize your content