April, 2018

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Is Your Data Being Held Hostage (by your Speech Analytics Vendor?

Callminer

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.

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Why Survival Mode Kills The Customer Experience

CX Accelerator

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters

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A new dawn for the business messenger

Intercom, Inc.

Today is a big day for our customers. We’re releasing the biggest ever update to our Messenger. We’ve completely rethought how a messenger designed for business should work. And it goes way beyond chat. With over 500 million conversations every month, we’ve long known that our Messenger provides a personal, mutually beneficial experience for both our customers and their customers.

Start-ups 223
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5 Real Cases How Customer Feedback Influenced Business KPIs

Lumoa

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.

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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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Has Intelligent Assistance Entered the Trough of Disillusionment?

Uniphore

A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.

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How To Uncover Your Customer’s Hidden Needs

Beyond Philosophy

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.

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Why Survival Mode Kills The Customer Experience

CX Accelerator

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what

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10 core principles for starting up

Intercom, Inc.

There is an infinite amount of advice for startups, but if I had to boil it down to just 10 essentials, these are the most crucial principles for starting up that every founder needs to understand from an early stage. You need a vision. You need to run a good beta. You need world class onboarding. You need to know who your real competitors are. You need to understand the four forces.

Start-ups 223
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Wearing The Honorable Badge of Hours Worked

Customer Service Life

Guilty as charged. I’m guilty of it myself. While I love working in customer service, I admit, I’ve done it. Done what, you ask? I’ve worn the honorable badge of hours worked. . I was caught up in the swirl of “the more I work, the more worthy I am” The more valuable I am. The more people I can help. The more I can lead my team.

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5 Ways to Start Modernizing Your Customer Support for a More Personal UX

UJET

Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.

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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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Contact Centers Focusing Less on 80/20 Service Level

Fonolo

In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.

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Do you know how to turn your contact centre from a cost to profit centre?

Callminer

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle.

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Be Attentive, but Don’t Hover Over Customers

Customers That Stick

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The 5 insights understood by all great SaaS sales reps

Intercom, Inc.

Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. They have a knack for identifying quality prospects, making strong impressions quickly, and closing deals that seem out of reach. So what is it about these SaaS sales reps that differentiates them from the rest?

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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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7 Tools for Providing Better Customer Service Support

Return Customer

Companies are always looking for new ways to streamline their customer support department efforts. This doesn’t strike us as a surprise. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care.

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Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan

Customer Service Life

Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started.

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Practical Ways to “Stay Calm and Carry On” When Dealing with Difficult Customers

Fonolo

Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

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5 Times When Voice Wins Over Customer Self-Service

Callminer

Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same vein with cost pressures intensifying.

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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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Customer Loyalty Isn’t What You Think It Is!

Beyond Philosophy

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.

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Gina Gotthilf on growing Duolingo to 200 million users

Intercom, Inc.

For Duolingo, the world’s most downloaded education app, growth is fundamentally about retention. If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. As VP of Marketing and Growth at Duolingo through 2017, improving retention was the top priority of Gina Gotthilf. In her five years there, she helped take Duolingo from 3 million users to more than 200 million.

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6 Actions to Build a Company that Would Make Your Mom Proud

Customer Bliss

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?

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How To Capitalize On Customer Feedback

Comm100

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.

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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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Incredible Lessons About Customer Service from Movie Clips

Fonolo

You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. Well, think again! I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube.

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Are You Ready for GDPR?

Callminer

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your business and ask yourself: are you ready for GDPR?

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Why Am I Getting So Many Customer Complaints?

Beyond Philosophy

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on.

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All walk and no talk? How to grow your product’s voice

Intercom, Inc.

The way we interact with the world is increasingly determined by the software we use, but despite that growing dependence, we only truly connect with software on an emotional level when it speaks to us in a distinctly human voice. So, how does software take on a personality of its own? That’s typically where marketing comes in. At eFounders , we launch 4 new startups each year.

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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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I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

Myra Golden Media

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”.

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What a Customer First Strategy Is (And what it’s not!)

C3Centricity

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe.

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101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

Callminer

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

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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