Sat.Sep 19, 2020 - Fri.Sep 25, 2020

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Designing Series: How we built our customer messaging orchestration tool

Intercom, Inc.

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Series is a visual campaign builder with a very flexible and interactive design – you can easily build out sophisticated customer journeys using the intuitive drag-and-drop interface, making your customer engagement campaigns much more powerful and effective. “Series is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all” Indeed, Series is

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Outbound Call Center Tips & Best Practices

Callminer

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

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Trending Sources

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What is Customer Science? Is this the next wave of change?

Beyond Philosophy

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success.

Finance 158
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I Did Quality Assurance Without Scores and I Liked It

Customer Service Life

Image by Gerd Altmann from Pixabay. I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact center professionals here. Now for the honest truth about the scoreless QA discussion. While I’ve spent a lot of time working with contact center teams on quality assurance, I, myself have not actually done a quality evaluation and coached an agent

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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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Getting conversational: HubSpot’s CEO on a new species of disruptor

Intercom, Inc.

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help. Today, businesses need a modern way to deliver fast, personal, and real-time communication to their customers.

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8 Strategies for Securing Great Customer Service

Doing CX Right

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article co-written with a psychiatrist and author, Dr. Grant Brenner. We dive deep into using emotional intelligence to have great experiences. The original article can be found in Psychology Today.

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8 FREE customer service classes on LinkedIn Learning!

Myra Golden Media

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

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[WEBINAR] What’s Stopping Your Credit Union From Reaching New Members?

Fonolo

There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions. Credit unions typically have much higher customer satisfaction scores compared to other financial institutions.

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Don’t Just Drive CX Success, Sustain It

Heart of the Customer

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels. As Kotter writes in 8 Steps to Accelerate Change in Your Organization: “So you’ve had a few wins. It can […]. The post Don’t Just Drive CX Success, Sustain It appeared first on Heart of the Customer.

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How to Find Employees Who Fit Your Company’s Culture

The DiJulius Group

1. Feature Article How to Find Employees Who Fit Your Company’s Culture By John DiJulius, Chief Revolution Officer One of my more popular articles was The 3 Best Ways To Make Your Interview Process Ungameable. It is so important to select people who are going to align with your core values and company culture. Read Full Article. The post How to Find Employees Who Fit Your Company’s Culture appeared first on The DiJulius Group.

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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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Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

Totango

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Your product adoption strategy — the process you follow to ensure your customer is achieving maximum value from their daily use of your product — should be based on solid data and driven by the pursuit of ever-

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The future of customer experience: How B2B companies are building an ‘Offer You Can’t Refuse’

Steven Van Belleghem

And yet, according to that same McKinsey, the benefits of a fantastic customer experience for B2B companies are high: “In our experience, customer-experience leaders in B2B settings have on average higher margins than their competitors. In cases where companies have undertaken broad transformations of their customer-experience processes, the impact among B2B and B2C players has been similar, with higher client-satisfaction scores, reductions of 10 to 20 percent in cost to serve, revenue growth o

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Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

TeamSupport

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

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022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak

The DiJulius Group

In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible. His more than 22 years in his private chiropractic practice, caring for thousands.

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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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Creating Value for Customers: How to Help Customers Thrive

Totango

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. In strict business school translation, value is benefit minus cost. In a real-world sense, however, value is the potential for success a customer gains by partnering with you and your product.

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Do You Have Command Presence?

Chip Bell

“You can pretend to care, you cannot pretend to be there,” wrote Texas Bix Bender in his book Don’t Squat with ‘Yer Spurs On! Bender was describing a vital feature of effective leadership—command presence. People who spend more than twenty minutes in the military know the power of command presence. Officer school candidates are drilled on the proper manner of a leader—focused, attentive, and engaged.

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Part 2: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

TeamSupport

The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector.

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3 Ways a Customer Success Platform Helps Reduce Churn and Grow Revenue

ClientSuccess

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers. One thing that all CSMs are familiar with is customer churn. Unfortunately, no matter how much effort a CSM puts into their accounts there will be customer churn.

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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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5 Ways to Better Engage with Your Customers and Become Less Boring

The DiJulius Group

Boring loses business. But the reality is, most of us are boring. Want proof? Just watch one of your own Zoom calls and see if you would be engaged with yourself. Well, 90% of us definitely would not! Virtual has changed everything. The rules are different now. So you’ve got to up your game because. Read Full Article. The post 5 Ways to Better Engage with Your Customers and Become Less Boring appeared first on The DiJulius Group.

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Now, You Can Have Your All

Chip Bell

True confession: I am a huge Queen fan. And, one of my favorite songs is their “I Want it All.” The Brian May lyrics convey an assertive search for a dream come true. The message of the singer is a pronouncement that says: I gave in to external events along the way to live a lesser life than I could and now I am going for my all , not just for my some.

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3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful Change

Customer Bliss

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. I’ve spoken to leaders in a range of industries, and they all have had incredibly useful things to say about how they’ve been working through these uncertai

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Customer Success vs. Customer Support

ClientSuccess

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Yes. But by using these phrases interchangeably, it can cause confusion both to your customer, as well as to your internal team as to what the job responsibilities include.

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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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Customer Success at Scale: Using CS Automation to Do More With Less

Totango

In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

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Serve Yourself! Self-Service Tips in the Digital Age

Knowmax

Serve Yourself! Self-Service Tips in the Digital Age.

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Smart Agriculture: seizing the opportunities of a growing sector

Neosperience

Technology shows all its destructive nature when applied to what has always seemed unchangeable. It is the case of agriculture , and its enormous possibilities for growth and development if interfaced with the latest innovations and technological solutions of Smart Agriculture. . The value of this technology employment in 2019 in Italy was estimated at 450 million euros , with a growth of 22% compared to last year’s value and with even more optimistic long-term development prospects.

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Ways to Close the Customer Feedback Loop to Prevent Churn

Zonka Feedback

When the customers are unhappy with your products and services, they stop doing business with you. This process of customers leaving you due to dissatisfaction from your brand is known as Customer Churn.

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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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The Numerous Benefits of Using Voice Broadcasting Software for Business, Governments, Healthcare

Hodusoft

There are different ways to reach out to mass audiences. You can use newspapers. You can use Radio and TV. You can use digital channels such as Whatsapp, SMS, email, and, of course, the standard phone call. All these have some shortcoming or the other. Besides, you will find them to be expensive and time-consuming. Then, you have voice broadcasting.

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How to support your employees’ mental health during the ‘Fall reset’

Qualtrics

More than 6 months (and counting) into the thick of the pandemic employers and leaders are facing a new challenge: the Fall reset. Here’s what you can do to support your people. As Brené Brown explains: “We’re neuro-biologically wired for something to happen in September… it’s our new year. Work ebbs and flows in the summer. We have this really deep excitement and anxiety reduction when we get back to [routine].

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What Type of Marketer Are You?

SugarCRM

Think about all of the different types of marketers you have worked with. Some marketers you’ve known may have focused on the creative elements or tactical aspects of campaigns, while others may have been most concerned with strategy, technology, or reporting. The beauty of marketing is in its need for versatile and varying skill sets involved, which makes marketers so fascinating and diverse.

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The Truth about Mobile

Confirmit

So, the other day I heard the craziest rumor ever and I have to talk to you about it! This is a little gossipy and I don’t want to call anyone out, so the person who said this shall remain nameless. But… someone said to me “Yeah, Confirmit sounds great but I’ve heard they don’t do mobile” WHAT!?! Now, that’s just crazy talk!

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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.