Sat.Dec 07, 2019 - Fri.Dec 13, 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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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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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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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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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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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.

Sales 169
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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

More Trending

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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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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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Critical: The Strength Of Customer’s Emotion

Beyond Philosophy

Why the Strength of Customer’s Emotion is Critical. Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

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Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.

Gaming 78
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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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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.

CEM 91
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How to Master Rapport with the Best Tips From My LinkedIn Learning Course

Myra Golden Media

Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic. And it’s hard to create rapport with customers if you sound mechanical. Think about the difference in placing a fast-food order where the person says, “Pull forward.” versus, “My pleasure.

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Gift Giving To Gain More Business – Does It Work?

Beyond Philosophy

Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.

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7 Reasons Why Your Customer Service Is Not As Good As You Want It To Be

The DiJulius Group

1. Lack of Executive Sponsorship – Just because you say you’re committed to your company’s customer service; your actions don’t lie. Annual customer service training is like deodorant, it wears off and the odor comes back. It is a proven fact that any big initiative, project, or revolution has to have the support of the. Read Full Article. The post 7 Reasons Why Your Customer Service Is Not As Good As You Want It To Be appeared first on The DiJulius Group.

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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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Phone for the Holidays: Fonolo’s Customer Service Picks for 2020

Fonolo

A thoughtful human being on the other end of the line when you call for help. An expertly-tied velvet bow adorning the top of a gift you purchased. A hand-written note with charming keepsake tucked into a box containing your online purchase. Empathy. Courtesy. Generosity. Humanity. Artfulness. Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works.

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Making the Most of the Customer Lifecycle Management Process

Totango

A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product.

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If You Work with Customers, You Need to Be Friendly (Or at least act friendly)

Myra Golden Media

I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her. I smiled, and when she got to my window, I practically sang, “How are you?”. And you know what the employee said to that?

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Introducing The Journey Mapping Master Toolkit

Kerry Bodine

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

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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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Who are YOU #OnHoldWith? The Top 10 Worst Companies to Call in 2019

Fonolo

HOLD IT: If you’ve ever sent a tweet complaining about being on hold, then chances are you’ve been featured on the Fonolo-powered website: onholdwith.com. It collects and curates the millions of Twitter complaints about being put on hold, and it has just released its annual list of hold-time offenders. The site, launched by Fonolo a few years back, this year collected over a whopping hundreds of thousands of posts mentioning the phrase “on hold with” from Twitter.

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Can I use workforce management for managing a back-office team?

DMG Consulting

Question: I’ve used workforce management (WFM) in a contact center, but now I’m managing a back-office team. Can I use WFM here too? Answer: WFM solutions can help back-office (and branch) organizations optimize employee utilization, however these environments require applications that are purpose-built to address their unique needs. First of all, back-office WFM suites need a real-time work allocation and management module that is able to queue, distribute and manage work activities.

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7 Things You Have to Get Right with Your Telephone Customer Experience

Myra Golden Media

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell , ensures you end calls positively. 1. Open with a lead-in.

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Introducing The Journey Mapping Master Toolkit

Kerry Bodine

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

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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

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Acquia Buys AgilOne CDP

Customer Experience Matrix

Acquia , which is moving past its roots in Web content management to become a multi-channel “digital experience platform” (DXP), took a big step in that direction today with a deal to buy the AgilOne Customer Data Platform. The deal follows Acquia’s May 2019 purchase of open source marketing automation platform Mautic and September 2019 purchase of site building tool Cohesion.

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Empathy Is Great For Cx But It Doesn’t Solve Customer Service Problems Alone

CSAT.AI

Let’s get clear on empathy, what it means and how it fits into creating great customer experience and your company culture. Yes, empathy is great for CX, but it doesn’t solve your customer’s problems alone. It smooths solutions, but it is not a solution in itself. What Empathy Is. OK, empathy is more about understanding another person’s experience by putting yourself in their metaphorical shoes.

CX 52
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The three major trends that will drive customer experience in the next decade

Steven Van Belleghem

A rise in expectations in 3 domains. All of these new digital and logistic possibilities increase the complexity for companies, but at the same time, they also create an unprecedented level of customer service. And this, of course, leads to a significant rise in expectations. Remember when we only needed one USP (unique selling proposition) to survive: great location, the lowest price or friendliest service?

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DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will … and Will Not Grow

Customer Bliss

This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. I wanted to provide you a bit more context for you on why this is so critical for success. The Impact of Leadership Bravery…. What happens with leadership bravery is that there is a lens through which leaders make decisions.

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Landing – and Expanding – Qualtrics in Singapore: Karn’s Story of an Enterprise Sales Career at Qualtrics

Qualtrics

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Karn’s “Why Qualtrics” story. I have to say my life at Qualtrics has been anything but dull. I got an amazing opportunity to be a part of the landing team to expand Qualtrics business to Southeast Asia. We grew from a few to a 20+ team, and our customers turned from prospects to fans, friends, and family.

Sales 49
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Digital Transformation is More Critical Than Ever to Stay Competitive

SugarCRM

Winning against market disruptors such as Amazon and others for office products and jansan dealers isn’t only about staying with the service-based, local presence strategic focus that’s always worked. It’s about undergoing a digital transformation by embracing digital technology. Process automation is a prime example of digital technology that needs to be embraced.

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2019 Was a Fantastic Year for Service

DMG Consulting

2019 Was a Fantastic Year for Service. It’s December, a time when we look at the year in review to see what has changed in the world of service and summarize the major drivers of progress. (Our January 2020 column will discuss the leading drivers of change for 2020, the first year of the new decade, a year in which DMG expects to see the real beginning of service transformation.) 2019 was a year in which it became clear that customers and clients were often displeased with the level of service,

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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.