Intercom, Inc.

FEBRUARY 5, 2018

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. At the time there was a lot of hype around Foursquare-like location sharing apps. We worked for a social network so we had to build something like that as well. Needless to say, we didn’t have a clear product strategy. To take my mind off things I opened my RSS reader and a post called “ Product strategy means saying no ” caught my eye.

Start-ups 217

Start-ups 217

Callminer

FEBRUARY 7, 2018

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

Finance 207

Finance 207

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Customer Service 140

Customer Service Sports Construction Compliance 140

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

Construction 135

Construction Customer Experience CX Sales 135

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Intercom, Inc.

FEBRUARY 6, 2018

Onboarding new employees is a hard process to do well. You might think of onboarding as something you just have to check off your list, but it’s easy to forget that things which are second nature to you are totally new and unknown to someone that’s just started. I joined Intercom a few months ago as an engineering manager and onboarding for the first time in a while made me realize some things I hadn’t before.

Engineering 203

Engineering Start-ups Education 203

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

CX 129

CX Customer Experience Education Machine Learning 129

Beyond Philosophy

FEBRUARY 5, 2018

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.

Machine Learning 100

Machine Learning Technology Technology Retail 100

Intercom, Inc.

FEBRUARY 9, 2018

Until relatively recently, salespeople were not too enthusiastic about the idea of using live chat for sales. We saw it as taking away our power to prioritize our time for leads and instead gave that power to whoever happens to be online at that moment. But by using live chat to capture and convert leads, that attitude has begun to change rapidly. Traditional sales teams were often taught to pre-qualify their leads before even talking to them.

Sales 188

Sales Engineering Customer Relationship Customer Experience 188

Win the Customer

FEBRUARY 6, 2018

Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.

Social Media 88

Social Media Innovation Customer Relationship Customer Experience 88

Heart of the Customer

FEBRUARY 7, 2018

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map? It’s important for me to have context before I start. I make sure I understand the background […]. The post Designing Customer Journey Maps: An Interview with Kris LaFavor appeared first on Heart of the Customer.

Customer Journey Map 79

Customer Journey Map Customer Experience 79

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 Service Life

FEBRUARY 5, 2018

This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube video with more information on these technologies. While the telephone has certainly lost some of its market share to other support channels like email, chat, social, text, and others, it still has a place in the customer support experience.

Innovation 79

Innovation Contact Center Customer Service Start-ups 79

Provide Support

FEBRUARY 4, 2018

The benefits of real-time visitor monitoring in chat support. As a live chat software provider , we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.

Customer Service 84

Customer Service 84

Beyond Philosophy

FEBRUARY 3, 2018

Colin Shaw and Professor Ryan Hamilton discuss the episode we discuss the ‘ Peak-end rule ‘ and it’s affect on Customer Experience. The peak?end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Customer Loyalty 74

Customer Loyalty Customer Experience 74

Myra Golden Media

FEBRUARY 5, 2018

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Get your packet now and share with your employees.

Customer Experience 78

Customer Experience 78

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

UJET

FEBRUARY 6, 2018

Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.

Contact Center 63

Contact Center Customer Service Customer Experience 63

Fonolo

FEBRUARY 8, 2018

We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services! The General is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. During these unexpected call surges, the company has seen an increase in hold times, abandon rates, and, accordingly, customer frustration levels.

Contact Center 65

Contact Center Customer Experience NPS Customer Satisfaction 65

Beyond Philosophy

FEBRUARY 5, 2018

Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster?

CX 68

CX 68

eglobalis

FEBRUARY 5, 2018

To say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most. The post How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience appeared first on Eglobalis.

Customer Experience 67

Customer Experience CEM Customer Relationship CX 67

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

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries.

Artificial Intelligence 62

Artificial Intelligence AI Gaming Customer Service 62

Fonolo

FEBRUARY 7, 2018

Last week was a big one for Avaya as they held their first customer conference since emerging from bankruptcy at the end of last year. The newly public company ( NYSE:AVYA ) was eager to show strength and forward momentum. By all indications, they stepped up to the plate and convinced analysts and partners that they are on track for success. On day one, they blasted out of the gate with a major announcement: the acquisition of Spoken.

Engineering 65

Engineering AI Technology Technology 65

Beyond Philosophy

FEBRUARY 9, 2018

Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.

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60

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.

Contact Center 48

Contact Center Text Analytics Compliance Manufacturing 48

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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

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w

Customer Experience 50

Customer Experience 50

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. A knowledge base is a library of information about a service, product, topic or department that is designed to provide self-serve help.

E-commerce 41

E-commerce Contact Center Customer Service Start-ups 41

Confirmit

FEBRUARY 7, 2018

Open-ended questions are a source of exceptional insight and vital context, allowing respondents to provide much richer feedback. Researchers can better understand respondents’ true feelings and attitudes about the survey subject – and create shorter surveys – by replacing endless check boxes with real words. In this webinar, Miguel Ramos, Product Marketing Manager at Confirmit, looked at the power of open-ended questions in Market Research studies.

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40

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.

Contact Center 48

Contact Center Text Analytics Compliance Manufacturing 48

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 Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Intercom, Inc.

FEBRUARY 8, 2018

More than 50 years ago graphic designers realized that having shared underlying rules when creating a bunch of related objects, a design system, was a smart idea. But in today’s world there’s tension between a very broad general purpose design system and an in-house design system for a given company that’s very specific and tailored to them – like our Full Stack Design System , for example.

Start-ups 191

Start-ups Engineering Education Technology 191

Confirmit

FEBRUARY 6, 2018

This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s

CX 40

CX Predictive Analytics Voice of the Customer Start-ups 40

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies because it indicates where their competitors are focusing their spending.

Net Promoter Score 48

Net Promoter Score Customer Journey Map Contact Center Artificial Intelligence 48

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