Sat.Nov 05, 2022 - Fri.Nov 11, 2022

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3 Customer Success Operations Considerations

ClientSuccess

For many in the SaaS world, operations roles are not a new concept. High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes.

Sales 65
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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary.

CX 265
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Improving customer engagement in a challenging economic climate

Callminer

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement

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Solving the Innovator’s Dilemma: How successful companies are embracing innovation units

Intercom, Inc.

Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. First published in 1997, the bestseller has influenced several generations of entrepreneurs, startup founders, and tech enthusiasts.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Is the contact centre going to be the next big tech frontier?

Adrian Swinscoe

Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe

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10 Effective Strategies to Reduce Call Center Demand

Fonolo

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.

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Intercom’s product principles: What you ship is what matters

Intercom, Inc.

At Intercom, we take pride in what we ship – from the planning stage right through to customer feedback and iteration. When I first started designing digital products, my goal was to get the design of the solution to its final destination: the engineering team.

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Treat your customers well and your employees better – Interview with Liza Smyth of Formstack

Adrian Swinscoe

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX […]. The post Treat your customers well and your employees better – Interview with Liza Smyth of Formstack first appeared on Adrian Swinscoe

CX 129
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7 Tips to Improve Agent Performance

Zonka Feedback

Customer Service Agents are the face of a company when it comes to addressing customer concerns. The interactions between a customer and agent can be a defining moment in whether the business will be successful or not.

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December CMI Placeholder

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Customer Response Summit Recap and Highlights Day 2

Execs In The Know

As you’ve probably seen in our Day One recap of Customer Response Summit (CRS) Coronado, our Summits are one-of-a-kind, can’t-miss events that are filled with education, inspiration, and celebration!

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Announcing Intercom for Enterprise: A whitepaper exploring how we enable large companies to support their customers

Intercom, Inc.

As companies scale, they need robust, reliable software that can support their growth. Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications.

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What Every C-Suite Leader Needs to Know about Customer Experience

Experience Investigators

What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there. They might talk about this idea in meetings or even ask someone to lead this focus, but maybe not with a full title or team.

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Customer Segmentation: Know Your Brand, Know Your Customer for the Best Service Strategies

CSAT.AI

Key Points: Customer Segmentation Know Your Brand Know Your Customer Changing Customer Needs Use What You Know . Customer Segmentation. Even with a defined customer base, different sections of your customers have different needs.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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[Research Round-Up] An Updated Look at B2B Content Marketing by CMI and MarketingProfs

Customer Think

Source: Content Marketing Institute and MarketingProfs (This month's Research Round-Up reviews some of the major findings from the latest content marketing survey by the Content Marketing Institute and MarketingProfs. This research has b. Blog Digital Marketing

B2B 104
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Gratitude Grows Gains from Customer Experience Strategies

ClearAction

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms.

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SupportYourApp Manifesto: Making Of

SupportYourApp

We are all supporters. This is SupportYourApp’s motto and the main idea of our manifesto

63
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Three Powerful Ideas From a Former Amazon Exec

Shep Hyken

Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department?

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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4 Ways To Combat Quiet Quitting

Customer Think

Lament about the challenges of quiet quitting to members of the retail industry, and chances are they’ll say, “I’ve got a story for you.”

Retail 101
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My Call Control Tactics Are Too Good Not to Share!

Myra Golden Media

Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” approach, it’s meant to be shared!

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Creating Fun In The Workplace For Better Customer Experience

Doing CX Right

Rick Bonds, a successful corporate business leader, talks about company values & beliefs, why fun needs to be intentional, and tactics you can do that link to better customer experiences. The post Creating Fun In The Workplace For Better Customer Experience appeared first on Doing CX Right.

CX 60
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Learn how to make influence your new super power today!

Beyond Philosophy

What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig.

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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Reaching New Levels of Loyalty and Growth with Personalized CX

Customer Think

No matter what you’re selling, the customer experience (CX) is a key brand differentiator. While we used to think of “brand” as a company’s logo or tagline, today it represents so much more.

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How servant leadership leads to great customer service

Zendesk

As part of my job, I have the great privilege of talking to our employees and learning more about what led them to their current roles, what excites them today, and where they hope to grow—and go—in the future. In advance of Veterans Day 2022, I spoke to employees located in the U.S.

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Customer Service Communication Habits To Break

Doing CX Right

Leslie O' Flahavan, the owner of E-Write and LinkedIn learning instructor, shares actionable ways to enhance written and verbal communication to improve customer service experiences and business results. The post Customer Service Communication Habits To Break appeared first on Doing CX Right.

CX 60
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Guest Post: Elevate Your Business’ Customer Service With the Help of QR Codes

Shep Hyken

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.