Intercom, Inc.
DECEMBER 31, 2019
As we cross the threshold from one decade to another, it’s natural to look back at the previous 10 years and try to make sense of events. Putting narrative order on the past decade, a 10-year-period that has somehow remained stubbornly nameless, is quite the challenge, but it’s impossible to make sense of the 2010s without understanding the role of software.
Beyond Philosophy
DECEMBER 31, 2019
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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DMG Consulting
JANUARY 3, 2020
The Hybrid Contact Center Workforce of 2030. 11/26/2019. By Donna Fluss. View this document on the publisher’s website. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance.
Totango
JANUARY 2, 2020
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.
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Intercom, Inc.
JANUARY 3, 2020
More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. But there’s some tension at play. We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JANUARY 2, 2020
The Best Customer Service Articles from 2019 The results are in, and here are The DiJulius Group subscribers’ favorite articles of 2019 ranked by popularity. I recommend printing and reading any you missed and sharing this list with your team. Want to keep your leadership team motivated about Customer service all year? Sign them up for our. Read Full Article.
Qualtrics
JANUARY 3, 2020
The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.
DMG Consulting
JANUARY 3, 2020
Making Robotic Process Automation for Employees. 10/31/2019. By Donna Fluss. View this document on the publisher’s website. Robotic process automation (RPA) is a logical approach for companies to improve productivity and quality. The three primary categories of RPA solutions are: 1. Attended: RPA can “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks.
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.
Chip Bell
DECEMBER 31, 2019
What do the days after a winter holiday extravaganza look like? They look like lots of wrapping paper trash. It looks like ornaments waiting to be taken down and packed, decorations to be hauled off, mismatched presents to be returned, a diet to be started, and carols that are starting to get on your nerves. Scrooge enjoyed saying, “Bah, humbug” before his transformation; we can certainly identify with his view after the celebration.
SugarCRM
DECEMBER 31, 2019
Ready to get started with marketing automation? After you build your business case, you need to select a marketing automation platform to support your program. But in today’s crowded technology market, how do you know which one is right for your business? Your Technology Selection Makes a Big Difference. While it’s true that the actual platform you choose is only one component of your entire marketing automation program, it is a big component.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.
DMG Consulting
JANUARY 3, 2020
Vision 2020. We enter the new decade with great momentum in technological innovation. Start-ups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that are going to change the way we live our lives and conduct business over the next 10 – 20 years. Technologies that have been talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models
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.
Intercom, Inc.
JANUARY 3, 2020
This year, with the ushering out of one decade and the heralding of a new, we decided to broaden the conversation and also take a look at the decade we are leaving behind and our hopes for tech in the next 10 years. If you’re short on time, here are some quick takeaways: From Superhuman to bedside lamps, we look at the products and technology that defined 2019.
SugarCRM
JANUARY 3, 2020
In an ideal world, all your company’s software solutions would be able to easily share information. If you needed an important detail about a customer’s purchasing history while working in your customer relationship management (CRM) platform, it would be simple to call it up from your enterprise resource planning (ERP). Within a few clicks, everything you need would be right there.
Myra Golden Media
DECEMBER 30, 2019
Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you. If they can throw you off, get you emotional, or frustrate you, then they have the upper hand. They want you upset.
Customer Experience Matrix
DECEMBER 30, 2019
One piece of paper stands between me and ending the year with a clean desk: a list scribbled on hotel stationery that compares different customer data systems to different types of motor vehicles. Richard Scarry meets CDP Institute , you might say. So, just in case your New Year’s plan includes explaining marketing technology to a five year old, here we go: Data Warehouse = School Bus.
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?
SixteenVentures
DECEMBER 31, 2019
Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Customer Success has its roots in the Software-as-a-Service (SaaS) world and my original definition was very much SaaS-centric.
SugarCRM
JANUARY 2, 2020
A look at what’s fueling the growth of video in B2B marketing and how you can tap into this burgeoning field. What’s the next big thing in B2B content marketing? Video. We know what you’re thinking—do people really watch videos that relate to their jobs? And of those who do, how many are decision-makers? Can we really believe that CEOs are sitting at their desks surfing YouTube?
Beyond Philosophy
JANUARY 3, 2020
How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision. Moreover, if I ever see an article that is negative about Apple, or positive about a competitor of Apple, I don’t believe it or, worse, don’t read it.
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