Sat.Jul 16, 2022 - Fri.Jul 22, 2022

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Different is Better Than Better

Shep Hyken

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.

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Why You Should Throw Out Your CRM

Totango

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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Trending Sources

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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

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.

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42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega

Adrian Swinscoe

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.

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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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The cost of living crisis and increase response rates

Beyond Philosophy

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.

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Des Traynor talks startup strategy, product fundamentals and Enterprise SaaS on 20VC

Intercom, Inc.

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.

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Listening to customers is still your best long-term CX strategy

MyCustomer Experience

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.

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Building Trust And Selling From The Heart

Doing CX Right

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.

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Amazing Business Radio: Megan Neale

Shep Hyken

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.

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27 professionals share their favorite call center interview questions

Callminer

Read this post to learn how to hire top-notch call center agents using the right interview questions.

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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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7 Traits for Effective Interactions: Social Skills = Job Security

The DiJulius Group

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.

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The Role of Customer Experience in Telco

Lumoa

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. .

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Open the Channels of Communication with Your Customers

Totango

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.

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How to Use Product Feedback to Solve Business-critical Issues

Zonka Feedback

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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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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How can insurance companies improve customer service?

Hodusoft

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.

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Forrester report: Successful Digital Transformations Focus On Three Core Elements

Zendesk

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

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Product News – July 2022

Lumoa

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!

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CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics 

CSAT.AI

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

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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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How to Solicit Qualitative Customer Feedback (Before It’s Too Late!)

ClientSuccess

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.

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We can Get at Truth When we Stop Searching for Answers and Start Asking More Questions

Conversation Agent

“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.

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How to Calculate Net Promoter Score: NPS Calculation Formula, Calculator, Methods, and More

SurveySensum

Step by Step guide to calculating Net Promoter Score. Calculating Net Promoter Score: A Quick Overview. Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? How to determine a good net promoter score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty.

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CX trends are no substitute for customer listening

MyCustomer Experience

COn customer-facing websites, we have all got used to a familiar presence: the brightly-coloured button the corner that says ‘Let’s chat!’. 10th Aug 2022. By Francine Johnson Customer Experience Leader.

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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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Effective Touches That Make A Difference In Customer Service

cxservice360

Your customers are the lifeblood of your business. When you don’t focus on them, your business suffers. On the other hand, showing your customers that you care about them and their needs can be the difference between a loyal relationship or a nonexistent one. Read on for more on how to make the customer experience. Read more. The post Effective Touches That Make A Difference In Customer Service appeared first on CXService360 - Customer Service Articles, Stories and more.

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Importance Of Feedback In The Solution-As-A-Service (Solaas) Industry

Zonka Feedback

When the term "Software-as-a-Service" first appeared, it was hard to think that software could be provided as a cloud-based service. However, there has been a new revolution over time, and we now have Solution-as-a-Service (SolaaS). The concept is so novel that many businesses are unsure what it means and how it will support business growth. However, SolaaS is here to transform how companies conduct their operations.

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From a MarTech Stack to a Holistic Ecosystem

NGDATA

Your Manual for Driving Considered Customer Experiences In what’s known as “ The Great App Explosion”, where the MarTech space continues to grow with new platforms and solutions, it’s no surprise that many marketers feel like a kid in a candy store. With so much choice, it’s also not surprising that almost 70% of marketers swapped a MarTech application between 2020 and 2021.

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HOW IS WHATSAPP BUSINESS API EFFECTIVE IN BUSINESS?

Ameyo Callversations

WhatsApp is the most popular global mobile messenger app as of January 2022, making it one of the top preferred channels of communication for users: Source: Statista. What is WhatsApp Business API? While WhatsApp is a simple messenger with various features for private conversations, WhatsApp Business is a free app for small businesses with features like verified tags, product catalog, text templates, and opening hours.

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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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Am I Personally Liable for the Debt of My Sole Proprietor Business?

cxservice360

Sole proprietorships do not offer the same level of legal protection as other business structures. The main difference is how much of your debt, the company’s debt, and your assets are tied. Sole proprietors are personally liable for the company’s debt and the company’s assets are considered the proprietors, which can lead to issues. Sole. Read more.

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Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software

Hodusoft

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. Yet another recognition! Yet another proud moment! . It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. What makes this recognition so special for us is that the ranking is based entirely on the ratings and reviews of our users about our contact center software , HoduCC.

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095: Reimagining the American Dream

The DiJulius Group

Even with all of the newfound technological advancements, the modern-day American workplace has left much to be desired. With many leaving the workforce for numerous reasons and those left feeling overstressed and overworked, it has become a challenge to see the light at the end of the tunnel for many workers and companies alike. It’s. Read Full Article.

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12 Strategies and Examples to Give Software Engineer Feedback

Zonka Feedback

Do you need software engineer performance examples? Giving your team a helpful performance review is vital, not just because a review provides useful feedback for you and your developer but also because having a bad review experience can damage trust and even lead your staff to quit. With ‘The Great Resignation’ still in full force ( 4.4 million Americans quit their jobs in April 2022), it’s vital that you get the review process right.

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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.