Shep Hyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.
Totango
JULY 19, 2022
Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology to help sell products, but if you’re looking to provide truly valuable experiences that will build and grow profitable customer relationships – especially during an economic downturn – then you don’t need a CRM; you need advanced, agile, composable customer success technology. .
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Callminer
JULY 20, 2022
Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.
Intercom, Inc.
JULY 21, 2022
Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that. What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through custome
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Beyond Philosophy
JULY 16, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.
Adrian Swinscoe
JULY 19, 2022
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]. The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JULY 20, 2022
At Intercom, we’re focused on the future, and we’re taking bold steps to get there. But when we make technical decisions, we like to be conservative. In practice, being technically conservative looks like reusing existing technologies and frameworks in our stack, or promoting tried and tested patterns and solutions. We value this familiarity because we understand that the important problems to be solved are the ones that deliver customer or business value.
MyCustomer Experience
JULY 20, 2022
Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President.
Doing CX Right
JULY 17, 2022
Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.
Callminer
JULY 18, 2022
Read this post to learn how to hire top-notch call center agents using the right interview questions.
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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
Intercom, Inc.
JULY 19, 2022
At Intercom, we obsess about our customers’ success. . We study our customer’s wants, needs, and behaviors so we can deeply understand their problems and provide the right solutions. Research and data science play a major role in surfacing holistic insights about our customers and ensuring we’re building products that drive real value. To ensure we build the fullest picture of our customers and their needs, we created a new function called RAD (research, analytics, and data science) about 18 mon
Shep Hyken
JULY 19, 2022
The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.
The DiJulius Group
JULY 18, 2022
As head of the world’s largest professional-networking site, LinkedIn CEO Jeff Weiner knows better than anyone what companies are looking for in recruiting new talent, and that effective social skills equal job security. According to Weiner, careers involving social interaction and social skills will be most coveted and secure in our automated future.
Lumoa
JULY 21, 2022
The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .
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.
Intercom, Inc.
JULY 18, 2022
Our Co-founder and Chief Strategy Officer Des Traynor joins the 20VC podcast for a fascinating conversation with host Harry Stebbings. Des shares insights from the full range of his career – the chat is packed full of anecdotes and lessons about the origins of Intercom, the most enduring startup myths, his approach to angel investing, the challenge of SaaS product marketing, and much more.
Totango
JULY 22, 2022
When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders.
Zendesk
JULY 22, 2022
The ecommerce market has exploded over the past few years and is continuing to grow at an accelerated rate. By 2023, online retail sales are anticipated to reach $6.17 trillion. With more people doing their shopping online than ever before, ecommerce CX has become a priority for many businesses. With a highly competitive landscape of as many as 12 million ecommerce companies, delivering easy and convenient customer experiences is more than a differentiator—it is a necessity for brand success.
Zonka Feedback
JULY 20, 2022
Having issues and friction points is a normal part of any business. However, those that put the longevity or financial security of the company at risk are considered business-critical. These aren't the day-to-day bumps and challenges; these are the problems that could derail the business.
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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.
Intercom, Inc.
JULY 16, 2022
A customer data platform is software that pulls in multiple data streams into one consistent database that helps to organize and manage customer data. . Whenever a company collects data on a customer – whether it’s in a point of sale (POS) or customer relationship management (CRM) system, a website or social media interaction, an email or customer service communication, or any other channel – all that information can be aggregated and stored in a customer data platform (CDP). .
Hodusoft
JULY 21, 2022
How can insurance companies improve customer service? Call center software plays an integral role in the success of businesses in all sectors, including insurance. Modern customers today expect a fast, efficient, and seamless service. As per Capgemini’s Digital Transformation Institute , 8 in 10 customers are willing to spend more with an organization for a better customer experience.
Zendesk
JULY 19, 2022
In November 2021, U.S. workers left their jobs at the highest rate in 20 years, according to Pew Research. The main reasons? Low pay, few opportunities for advancement, and feeling disrespected at work. But various factors contribute to employee satisfaction (or a lack thereof). To create a happy workforce, senior leadership needs to talk to team members to understand their unique employee experience and identify areas of improvement.
Lumoa
JULY 17, 2022
Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment. This is really beneficial for German focused customers!
Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation
A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.
CSAT.AI
JULY 20, 2022
Let’s put these two important metrics in perspective and understand why they are both measured. Here are 5 examples each of CSAT vs NPS. CSAT Measures Each Customer Experience . Examples of this are: . How satisfied a customer is with an online purchase experience Quality of the customer’s interaction with a chatbot on a company site Whether a product or service has met the customer’s expectation Customer experience with an ad or interactive promotion Experience using a brand website or purchasi
ClientSuccess
JULY 20, 2022
As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.
Zendesk
JULY 19, 2022
A practical guide for IT leaders on delivering exceptional customer and employee experiences. IT leaders at mature organizations invest in both customers and employees while keeping operational costs low, often with limited resources. This is the key to unlocking business growth and getting a fast return on investment. Forrester’s Successful Digital Transformations Focus On Three Core Elements provides a practical guide for IT leaders to learn from mature CX organizations on issues of culture, b
Fonolo
JULY 20, 2022
Have you ever asked yourself how your leadership style affects your call center operations? You should! Things are busy for contact center leaders and there’s not much time for reflection. But your management style deserves your attention. It affects how you interact with and lead your team members. Your leadership style can also impact how you set and meet strategic goals, and ultimately, what your customer’s experience will be like.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Conversation Agent
JULY 22, 2022
“As the body assimilates what is homogeneous to it, so will a man retain what interests him; in other words, what coincides with his system of thought or suits his ends.” Schopenhauer argued the world is a representation, Vorstellung. His work followed Kant's claim that our knowledge and experience of the world is always indirect. Everything that exists, said Schopenhauer in 1818, exists as an object in relation to a subject.
MyCustomer Experience
JULY 19, 2022
HWhat is a customer experience strategy? It’s where you lay out how you’re going to make every single customer experience with your. 19th Jul 2022. By Sharon Hyman.
Zendesk
JULY 19, 2022
In November 2021, U.S. workers left their jobs at the highest rate in 20 years, according to Pew Research. The main reasons? Low pay, few opportunities for advancement, and feeling disrespected at work. But various factors contribute to employee satisfaction (or a lack thereof). To create a happy workforce, senior leadership needs to talk to team members to understand their unique employee experience and identify areas of improvement.
Shep Hyken
JULY 22, 2022
This week we feature an article by Andrian Valeanu, Founder & Editor-in-chief of Design Modo , a company that helps brands create websites and email newsletters so they can focus on running their business. He shares how a website’s status page can help keep customers informed and improve their overall experience with a brand. Did you know that the average manufacturer experiences more than 15 hours of downtime per week, whereas small websites and services are out of the game from five
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
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