Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Callminer

SEPTEMBER 6, 2022

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement.

Omnichannel 207

Omnichannel Technology Technology Customer Service 207

Adrian Swinscoe

SEPTEMBER 23, 2022

This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […]. The post Diminishing unconscious bias in customer service first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service 246

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

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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.

The Belding Group

SEPTEMBER 8, 2022

Have a Boss With Low Standards? Here’s What To Do Some bosses just don’t seem motivated to perform at high levels. Nor do they seem interested in motivating their teams to perform at high levels. They’re quite happy, it seems, with mediocre — which can be a frustration for team members who would like […]. Shaun Belding | www.shaunbelding.com.

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Inside Customer Service

SEPTEMBER 22, 2022

We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. It requires a lot of focus, calm nerves, and the ability to work through multiple distractions. All of that gets a lot harder when you have ADHD.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

Callminer

SEPTEMBER 29, 2022

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center.

Artificial Intelligence 182

Artificial Intelligence Customer Experience Contact Center Technology 182

Adrian Swinscoe

SEPTEMBER 15, 2022

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe.

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Intercom, Inc.

SEPTEMBER 29, 2022

It’s no secret that businesses today are feeling the financial squeeze. As costs and competition continue to rise, companies need to hone in on activating, engaging, and retaining their customers while minimizing their overheads. Luckily, we’ve launched a new guide to help you achieve just that. These times of change bring opportunities as well as challenges.

Customer Loyalty 211

Customer Loyalty Customer Retention Customer Expectations 211

The Belding Group

SEPTEMBER 30, 2022

It's a beautiful day, you like your job, you've got a good boss, and the universe is unfolding as it should. The next thing you know, that negative coworker of yours walks in with that black cloud over their head, and sucks the life right out of you. They are the poster children for bad attitude. Shaun Belding | www.shaunbelding.com.

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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

Heart of the Customer

SEPTEMBER 28, 2022

As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next week on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of […]. The post Do B2B Better Excerpt #3: Dow appeared first on Heart of the Customer.

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B2B CX Voice of the Customer Customer Experience 148

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.

Artificial Intelligence 148

Artificial Intelligence AI CX Technology 148

Callminer

SEPTEMBER 22, 2022

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology.

Innovation 182

Innovation Technology Technology 182

Adrian Swinscoe

SEPTEMBER 6, 2022

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. Today, businesses are realising that a top-notch customer experience is the […]. The post How to protect your business from loyalty fraud first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

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

Intercom, Inc.

SEPTEMBER 6, 2022

Large changes are hard to understand, and harder to debug. At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. This is the seventh post in a series exploring our product principles. Here, Aidan discusses our engineering principle “Build in small steps”.

Engineering 138

Engineering Start-ups Gaming Sales 138

The Belding Group

SEPTEMBER 27, 2022

Idea-trashing coworkers from Hell. They rarely have positive things to contribute, preferring instead to tell you why things are Bad Ideas or why they won't work. They aren't fun to work with. Shaun Belding | www.shaunbelding.com.

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Heart of the Customer

SEPTEMBER 22, 2022

As I mentioned in previous posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 148

B2B CX Voice of the Customer Customer Experience 148

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

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

Callminer

SEPTEMBER 13, 2022

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

CX 182

CX Customer Feedback 182

Adrian Swinscoe

SEPTEMBER 20, 2022

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]. The post CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Intercom, Inc.

SEPTEMBER 29, 2022

Our product principles are deeply embedded in Intercom’s culture. Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding. Recently, we started a blog series exploring the thought process behind each of our product principles, written by the people that know them the best – our R&D team.

Engineering 129

Engineering Start-ups 129

Steven Van Belleghem

SEPTEMBER 5, 2022

Some people like to ascribe its phenomenal success to an extra-long build-up, leading to an intense hype creation. That’s because ‘Top Gun: Maverick’ was scheduled for release in 2019, pushed back to 2020 ( several action scenes needed to be reshot), after which the pandemic hit and it was delayed a further four times before being released May 2022.

Customer Experience 128

Customer Experience Government CX 128

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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

Heart of the Customer

SEPTEMBER 20, 2022

Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. But I am particularly […]. The post Do B2B Better Excerpt #1: Roxie Strohmenger appeared first on Heart of the Customer.

B2B 148

B2B CX Customer Experience 148

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Callminer

SEPTEMBER 9, 2022

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage performance and improve efficiencies using technology.

Customer Experience 182

Customer Experience Technology Technology 182

Adrian Swinscoe

SEPTEMBER 9, 2022

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […]. The post Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero first appeared on Adrian Swinscoe.

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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

Intercom, Inc.

SEPTEMBER 22, 2022

A few years ago, we published The Onboarding Starter Kit , which helped thousands of businesses successfully onboard their customers. Today, we’re launching a completely refreshed guide to help you activate, engage, and retain more customers in the modern age. Since the onset of the global pandemic, many businesses have become internet businesses. In addition, due to economic uncertainty, company after company is tightening their tool budget, making it more valuable than ever to hold onto, nurtu

Start-ups 118

Start-ups 118

Beyond Philosophy

SEPTEMBER 3, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Heart of the Customer

SEPTEMBER 16, 2022

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.

CX 148

CX B2B Customer Experience 148

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. But what kind of questions should you include?

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

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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.