December, 2019

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Ship outcomes, not just features, with the Product Impact Framework

Intercom, Inc.

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. We’ve been thinking deeply about how to make this change in our own organization, with Des and Paul leading our discussions about it.

Start-ups 281
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Call Center Statistics You Should Know

Callminer

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call centers , in particular, represent just one facet of a large and varied international outsourcing industry.

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The Year of the Vision Board

CX Accelerator

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

Start-ups 182
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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Call Center Automation: Your first RPA use case

Uniphore

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?

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Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

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Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

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The Year of the Vision Board

CX Accelerator

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

Start-ups 182
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Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

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Call Center Automation: Your first RPA use case

Uniphore

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Best Way to Create a Customer Journey Map

Lumoa

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

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Found in translation: How multilingual support helps you scale customer experiences

Intercom, Inc.

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? In the United States alone, roughly 20% of the population doesn’t speak English at home. Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strateg

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25 Employee Satisfaction Survey Questions You Need to Ask

Callminer

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team members.

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Incentives and your Customer Experience

Taylor Reach Group

By Colin Taylor. “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast. However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .

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How to Build an Effective Social Customer Service Program

Win the Customer

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationshi

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The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their

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Demystifying account-based marketing: How to make it actually work for your business

Intercom, Inc.

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. ABM’s mixed reputation reflects the challenges that companies have faced implementing an account-based approach. Just two years ago, only 29% of marketers reported ABM to be an effective strategy.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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Sentiment Analysis Tools Buying Guide

Callminer

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the process.

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Managers Are Usually to Blame for Escalations

Myra Golden Media

Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. You teach customers to escalate by holding all the power in your headsets. .

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Our Most Important Learning in 2019

Beyond Philosophy

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

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2020 Vision: What Customer Service Looked Like in 2019

Fonolo

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general display of the way modern generations communicate, the performance of customer service agents is increasingly hitting the internet as a result. Whether it was good, bad, or ugly, 2019 was a heck of a year on social channels.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.

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Why You Should Know How to Journey Map

Heart of the Customer

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in. Here is what they said: The ability to see our business from the patient […]. The post Why You Should Know How to Journey Map appeared first on Heart of the Customer.

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How Vidyard uncovered a multimillion-dollar growth lever by moving downmarket

Intercom, Inc.

Most SaaS companies start with a free software offering – providing a preview of their product’s capabilities before encouraging their users to grow into pro or enterprise solutions. Vidyard did the opposite. Instead of capturing small businesses and then trying to upgrade them to paid plans, the video hosting and analysis startup attracted larger companies, then worked backwards.

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Examples of Customer Engagement Strategies & Tips from the Pros

Callminer

Here are 25 valuable strategies and expert tips for improving customer engagement - the totality of interactions between your company and its clientele.

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The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt. Check out the video below to hear Adam’s one win that you can take away from The Goal: A Process of Ongoing Improvement to improve your organization’s customer experience and customer service. [link]. About The Goal: A Process of Ongoing Improvement.

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The Hidden Costs of Poor Customer Onboarding

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.

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What is Important in 2020?

Beyond Philosophy

What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.

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Writing is About Paying Attention

Customer Service Life

Image by Pexels from Pixabay. Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude Journal. After reading this post titled, Great Remote Employees Do These 5 Things by Erica Marois , I decided to start a daily gratitude journal, listing a few things I’m grateful for both in the morning and the evening.

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25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees.

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Inside Intercom survey – what content do you need to excel at your job?

Intercom, Inc.

We’ve often said that the key to engaging your customers is to send the right message to the right person, at the right time. The same is just as true about our content. That’s why we’d love to learn more about you – our Inside Intercom readers and podcast listeners. Take this 10-minute survey to let us know exactly what you need from our content to help you excel at your job in 2020.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib