Callminer

NOVEMBER 12, 2019

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

Customer Satisfaction 207

Customer Satisfaction 207

Intercom, Inc.

NOVEMBER 13, 2019

If your support team is routinely asking the same set of questions at the start of every chat conversation, it’s time to ask if you’re using the right tools to triage support issues. Recently our internal tech support team found themselves in this situation while providing support to our 650-person team spread across five offices and timezones.

Start-ups 143

Start-ups Education Business Operations Sales 143

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there.

Construction 120

Construction Start-ups Customer Experience 120

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason?

Customer Journey Map 114

Customer Journey Map Customer Experience 114

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.

Customer Loyalty

Callminer

NOVEMBER 10, 2019

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

Customer Service 182

Customer Service 182

Taylor Reach Group

NOVEMBER 13, 2019

By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. But is this the best approach for your contact center, your staff, or your organization?

Contact Center 90

Contact Center Start-ups Technology Technology 90

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Social Media 72

Social Media CX Technology Technology 72

Callminer

NOVEMBER 10, 2019

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

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Fonolo

NOVEMBER 13, 2019

With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months. For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers. This rapid scaling of staff happens because retailers know they need to offer a consistent and pleasant customer support experience, even with the drastic increase in demand.

Contact Center 62

Contact Center Retail Sales Customer Service 62

Totango

NOVEMBER 14, 2019

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. This is your opportunity to prove your product is the best solution for meeting their business goals.

Education 64

Education Actionable Insights Start-ups Customer Relationship 64

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Confirmit

NOVEMBER 14, 2019

Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship is an exchange of values, something for something. Customers want companies to deliver great products, services and experiences at a given price point. In turn, customers reward companies that meet and exceed their expectations with loyalty behaviors , that is the ongoing behaviors that create value for the company.

CX 65

CX Customer Relationship Voice of the Customer Customer Loyalty 65

Callminer

NOVEMBER 13, 2019

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

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DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

Technology 59

Technology Technology 59

Totango

NOVEMBER 12, 2019

Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next? Do you continue to get the same level of attention from that company’s customer success (CS) team?

Sales 60

Sales Touchpoint Customer Expectations Customer Journey Map 60

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

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.

Contact Center 58

Contact Center Pharmaceutical NPS Technology 58

Customer Bliss

NOVEMBER 14, 2019

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.

Business Operations 58

Business Operations Customer Loyalty Customer Expectations Technology 58

CSAT.AI

NOVEMBER 13, 2019

Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a quality assurance strategy for a successful business campaign. Level One. You can’t create an effective customer service experience without talking QA (not to be confused with QQ in gaming, which is crying like a baby).

Gaming 52

Gaming Customer Service Sentiment Analysis Artificial Intelligence 52

The PhaseWare Files

NOVEMBER 12, 2019

AI-powered support tools are crucial for increasing B2B customer loyalty. Let us help you take advantage of AI with our software for B2B customer support.

Artificial Intelligence 52

Artificial Intelligence Customer Loyalty B2B AI 52

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

The DiJulius Group

NOVEMBER 13, 2019

One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. Read Full Article. The post How Much Harm Can a Bad Culture Actually Cause?

Hospitality 52

Hospitality Hospitality Customer Experience 52

Totango

NOVEMBER 13, 2019

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!

Innovation 48

Innovation Customer Experience 48

Confirmit

NOVEMBER 14, 2019

A focus on the Employee Experience (EX) can have significant benefits. You know this. But can you prove it? Really? Watch Now. Most EX practitioners struggle to measure and prove the value of EX. And that is a problem. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts.

Voice of the Employee 40

Voice of the Employee 40

The PhaseWare Files

NOVEMBER 14, 2019

To improve your B2B customer support operation, you need predictive AI on your side. Let us help by providing software for B2B customer service today.

B2B 52

B2B AI Customer Service 52

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

InteractionMetrics

NOVEMBER 11, 2019

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Customer Satisfaction 40

Customer Satisfaction Non-Profits Customer Survey Text Analytics 40

Qualtrics

NOVEMBER 12, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jessica’s “Why Qualtrics” story about how a Sales Career at Qualtrics has helped her continue to deliver on a life of impact. It’s really simple…my kids are my “why”: they are my everything. I feel blessed to have influence on my 2 daughters and my son.

Sales 37

Sales Start-ups Social Media Finance 37

SugarCRM

NOVEMBER 12, 2019

We’re living in an exciting time for loyalty marketing. Businesses of all shapes and sizes have access to tools that can help them boost customer retention and keep customers engaged at all stages of the purchase process. But how exactly does a loyalty program do this for businesses? And how can it help e-commerce companies? It can help because every industry is competing to get their content seen and their products recognized and purchased.

E-commerce 28

E-commerce B2B Sports Retail 28

Totango

NOVEMBER 11, 2019

Hi, . We have been hard at work and are excited to share our latest engagement feature with you! Advanced Campaign Engagement with Destination Pages. Communicating with your customers at the right time, in the right context is very important and we know many of you are doing it by leveraging Totango campaigns. . Our newest feature, Destination Pages, allows you to take action when a customer engages with your campaign.

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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

InteractionMetrics

NOVEMBER 11, 2019

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Customer Satisfaction 40

Customer Satisfaction Non-Profits Customer Survey Text Analytics 40

Qualtrics

NOVEMBER 12, 2019

The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertising company Epsilon found that 80% of consumers are more likely to make a purchase when brands offer personalized CX (customer experience). Personalization is core to experiences , according to Joe Pine, the godfather of experience economy.

Retail 33

Retail Customer Experience Sports Start-ups 33

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. But what happens when you hit hockey-stick growth, and you’re no longer able to connect with individuals on a one-to-one basis? It’s time to start thinking about retention at scale and bring onboard a customer success team.

Sales 108

Sales Gaming Education Customer Acquisition 108

Lumoa

NOVEMBER 12, 2019

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights.

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Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX