Intercom, Inc.

JANUARY 25, 2022

Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. Learn how to better understand, nurture, and convert leads with the Intercom integration with HubSpot. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intellig

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Inside Customer Service

JANUARY 27, 2022

"Nope." The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. "Nope," he said again. The call had been fairly good overall, but that's not what he focused on. The agent was fixated on the score. Specifically, the points he didn't receive. He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with.

Contact Center 147

Contact Center Legal Construction Social Media 147

Uniphore

JANUARY 26, 2022

WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications.

AI 130

AI Finance CX Technology 130

Customer Think

JANUARY 22, 2022

Python, an open-source programming language, was released in 1991 by Guido van Rossum. Over the years, Python has grown to become one of the most popular programming languages used in both academic & commercial environments. Everyone knows that Python is the best programming language to use when creating an application from scratch. It effectively eliminates […].

Technology 145

Technology Technology 145

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Intercom, Inc.

JANUARY 27, 2022

Here’s the thing about Women in Tech. For a movement that was created to address the lack of female representation in the industry, it can also play into many shallow debates, preconceived ideas, and harmful expectations. From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing.

Engineering 138

Engineering Start-ups Technology Technology 138

Steven Van Belleghem

JANUARY 26, 2022

Intelligence, augmented. Even in the digital world, people like to deal with people. But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. However, it is very easy to have a system that quickly gives that key information, enabling humans to say the right thing at the right time, and create a more personalised ex

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Customer Think

JANUARY 23, 2022

Designed to enhance the overall customer experience, AI-powered chatbots are widely used across industries, including financial services and insurance, telecommunication, Ecommerce and healthcare. Chatbots today are experiencing tremendous growth, and this is only expected to continue. The global chatbot market is projected to grow at a compound annual rate of approximately 25% through 2026.

AI 138

AI Healthcare Customer Experience Contact Center 138

The DiJulius Group

JANUARY 24, 2022

By now you have either binge-watched or at the very least, heard of the new Netflix hit drama series called Squid Games. Hundreds of cash-strapped contestants accept an invitation to compete in children’s games for a big prize or risk a deadly outcome. While the stakes don’t have to be as high, we have found. Read Full Article. The post Time to Create your CX Squid Games appeared first on The DiJulius Group.

Gaming 111

Gaming CX 111

Conversation Agent

JANUARY 24, 2022

Elizabeth Books is a bookshop in Western Australia. The self-proclaimed home of the blind date with a book. Blind tasting for books is the opposite of using differentiation in look to stand out. With the added benefit that you could discover an amazing writer you would have never considered otherwise. What happens if you take away differentiation in look?

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108

Uniphore

JANUARY 24, 2022

E-BOOK. Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Get Your Copy Now. Agent Engagement Matters. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore.

Healthcare 130

Healthcare AI Technology Technology 130

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

Customer Think

JANUARY 25, 2022

It’s not a secret — social media is where everyone is at. And if you are not tapping into social media to generate more leads, you are really missing out on a lot. Even as physical, in-person networking has been losing steam over the last few years, virtual networking simply rocket-shipped thanks to the pandemic […].

Social Media 135

Social Media 135

Shep Hyken

JANUARY 26, 2022

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Customer Service 108

Customer Service Customer Survey Customer Feedback 108

Conversation Agent

JANUARY 22, 2022

Some cultures are (up)tight, and some are l o o s e. Ten years ago, in a quest to explain human behavior's variance, psychologist Michele Gelfand studied 33 nations. As she explains in the abstract: Tightness-looseness is part of a complex, loosely integrated multilevel system that comprises distal ecological and historical threats (e.g., high population density, resource scarcity, a history of territorial conflict, and disease and environmental threats), broad versus narrow socialization in soc

107

107

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore.

CX 100

CX 100

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

Customer Think

JANUARY 23, 2022

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel.

Customer Loyalty 129

Customer Loyalty 129

The DiJulius Group

JANUARY 26, 2022

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization. You will learn: How Kearley’s lifelong obsession for learning has.

Customer Service 105

Customer Service 105

CommBox

JANUARY 26, 2022

You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. While Covid-19 has obviously been a big driver, this isn’t a short-term trend. Indeed, that same study predicted more than 36 million US workers will work from home by 2025 – up 87% on pre-pandemic levels.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore.

CX 100

CX 100

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

Customer Think

JANUARY 23, 2022

Another year, and another exciting week for technology enthusiasts, such as myself, when CES unfolds in the beginning of January. Despite a string of top brands opting to not have a physical presence, CES packed several promising examples of how technology can improve human life. The resounding key theme of CES was the metaverse, what […].

CX 128

CX Technology Technology Customer Experience 128

ECXO

JANUARY 25, 2022

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available.

Customer Relationship Management 98

Customer Relationship Management Engineering Innovation CX 98

Zendesk

JANUARY 25, 2022

Here at Zendesk, we believe that trust is at the core of all our interactions with our customers. We recognize the importance of customer trust and of customers’ privacy and the security of their data. Global privacy regulations are evolving at a rapid pace and we are focused on providing the tools our customers need to enable compliance. As a customer, it’s important to understand how vendors use and secure your data.

Government 98

Government Legal Compliance 98

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

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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

Customer Think

JANUARY 28, 2022

Customer experience is vital to success in pretty much every sector. If customers have a positive experience, they’ll come back for more. But how do you deliver that experience? Touchpoints and journeys are two of the most crucial factors. Learn how the two relate and which is more important for your customers. Defining touchpoints and […].

Touchpoint 124

Touchpoint Customer Experience 124

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. If you’re curious about the state of chatbots, we have shortlisted 33 chatbot statistics and trends to give you an idea of what a chatbot can do for your business.

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.

Customer Retention 123

Customer Retention 123

Conversation Agent

JANUARY 28, 2022

It took Clare Trapasso nine months of scouring the market in three states, touring dozens of homes, losing multiple bidding wars, and rescinding another offer on a fixer-upper that would need more work than they could afford to put in, before she and her partner finally closed on a cute, renovated Cape Cod outside of New York City last year. Along the way, Trepasso, who is a writer for Realtor.com, learned a few things that no amount of writing about the housing market could teach.

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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

Retail

Customer Think

JANUARY 28, 2022

Many people have the misconception that marketing your business costs a fortune. It is worth noting that there are many proven ways through which you can market your business with little or no money. It involves innovative strategies that generate more leads, customers and sales without breaking the bank. If you have been in business, […].

Innovation 124

Innovation Sales 124

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. . As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 78

CRM Net Promoter Score Customer Satisfaction AI 78

Help Scout

JANUARY 27, 2022

Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system.

103

103

Heart of the Customer

JANUARY 27, 2022

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve. We call these key interactions “Moments of Truth,” and identifying them is among the most important findings of journey mapping and other customer […].

Customer Journey Map 78

Customer Journey Map B2C B2B CX 78

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