Callminer

AUGUST 12, 2019

These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.

Customer Experience 182

Customer Experience CX 182

Intercom, Inc.

AUGUST 15, 2019

? ?. If an organization’s founders aren’t designers and don’t come from a background where well-designed products played a key role in their lives, it can often be the last discipline to be brought onboard the team. Author Jeff Gothelf sees this all the time in his work as a consultant for medium- and large-sized companies, and it inevitably leads to a culture clash where designers feel unvalued.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Lumoa

AUGUST 12, 2019

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

Customer Satisfaction 140

Customer Satisfaction 140

Intercom

AUGUST 13, 2019

Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.

Customer Service 139

Customer Service Start-ups AI B2C 139

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.

Customer Experience 132

Customer Experience Education 132

Fonolo

AUGUST 13, 2019

Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.

Customer Service 108

Customer Service Artificial Intelligence Retail Education 108

The DiJulius Group

AUGUST 14, 2019

The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These. Read Full Article.

Social Media 77

Social Media Customer Experience 77

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Heart of the Customer

AUGUST 15, 2019

I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1. Recording a video while interviewing (our client’s) customers. 2. Turning the video into […].

CX 60

CX Customer Experience 60

TeamSupport

AUGUST 16, 2019

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

Sentiment Analysis 63

Sentiment Analysis Artificial Intelligence Business Growth Technology 63

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CSAT.AI

AUGUST 14, 2019

Customer service agent support is key. Agents have a tough job. Let’s be honest, the work is repetitive and dull. These are human beings tethered to a headset at a desk for hours listening to people complain. There are many demands from supervisors and executives. Agents are expected to be: Fairy godmothers, solving customer issues with empathy and a smile Gurus, knowing all company policies Salespeople, upselling whenever possible Admins, filling out all the necessary forms PR, giving great cus

Customer Service 52

Customer Service Sentiment Analysis Contact Center Omnichannel 52

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

Customer Loyalty 102

Customer Loyalty CX Customer Experience 102

Customer Bliss

AUGUST 13, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

Gaming 54

Gaming Customer Satisfaction Innovation Customer Experience 54

DMG Consulting

AUGUST 13, 2019

Question: Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs? Answer: Although many contact center infrastructure vendors offer pre-built, out-of-the-box integrations with leading customer relationship management (CRM) solutions like Salesforce, Zendesk, Microsoft Dynamics, etc., they generally support custom integrations for proprietary applications as well.

Contact Center 48

Contact Center CRM Customer Relationship Management Customer Relationship 48

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

Comm100

AUGUST 16, 2019

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long. The death of the phone. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

Social Media 40

Social Media Contact Center Start-ups Technology 40

Confirmit

AUGUST 15, 2019

For some, security is not the most thrilling of subjects, but at Confirmit, we obsess over it. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings. If you’re not familiar with this standard, in summary it validates Confirmit’s strong commitment to the security, confidentiality and availability o

Voice of the Employee 40

Voice of the Employee Compliance Voice of the Customer Technology 40

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin ’s CCO, Lee Roquet and former CCO of Rigor , Francis Cordon.

Customer Experience 45

Customer Experience B2B CX Sales 45

ClientSuccess

AUGUST 14, 2019

Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When it comes to CSM compensation plans , there isn’t one “right way” to structure things. Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, su

NPS 40

NPS Sales Customer Satisfaction Customer Relationship 40

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

Qualtrics

AUGUST 15, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Immanuel’s “Why Qualtrics” story. I’ve been in Sales all of my career: always listening and learning. Moving from hardware to software sales I understood that IT, as a topic, is changing from a “specialist topic” to an “everybody topic.

Sales 37

Sales Start-ups 37

Confirmit

AUGUST 10, 2019

On the face of it the business case for a Voice of the Customer (VoC) program comes down to a simple equation: happier customers = increased profits. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries.For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.

VOC 40

VOC Customer Experience CX Voice of the Customer 40

SugarCRM

AUGUST 14, 2019

Background. Zog Energy is a domestic energy supplier started by two Queen’s award-winning entrepreneurs, with a goal of providing the best possible value in energy. So when it came time to choose a CRM to enable that goal, they chose Enable. Problem. Zog Energy needed a CRM system fully attuned to the needs of the energy industry, but didn’t want to break the bank.

CRM 24

CRM Start-ups Customer Relationship Customer Service 24

1 to 1

AUGUST 14, 2019

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly applying artificial intelligence that’s merged with other technologies like machine learning to its human workforce. The majority of customer service executives indicated that they plan to use automation for many back-end uses in the service sector, such as for gathering basic information, automat.

Artificial Intelligence 22

Artificial Intelligence Customer Service Machine Learning Contact Center 22

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

Qualtrics

AUGUST 13, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Lanessa’s “Why Qualtrics” story. Why sales? And why tech sales? I feel like I’m helping others solve a problem that they’ve been dealing with in their business. There’s a lot of things that are nice to have but Qualtrics and its products actually help others out in making their lives and jobs easier.

Sales 35

Sales 35

Intercom, Inc.

AUGUST 13, 2019

Many of us in the design and technology community pride ourselves on being tool builders, creating products that others can use to get things done. But perhaps we don’t stop to consider the fundamental nature of our relationship with tools – we’re aware that they extend our abilities, but can also be blind to the way they shape how we use our abilities.

Manufacturing 223

Manufacturing Technology Technology Start-ups 223

SugarCRM

AUGUST 13, 2019

Recently, we discussed the importance of creating a customer service experience that builds your brand. After reading that post, you may be wondering: What does this look like in practice? To answer this question, we turned to the world’s best customer service companies to find out: Which companies provide the best experience? What are they getting right?

Customer Service 24

Customer Service Predictive Analytics Start-ups Customer Satisfaction 24

Totango

AUGUST 12, 2019

We’ve released our newest iteration of IBIZA, with some very exciting updates! Read on to see how we’re focusing on productivity. Early Access Feature Controls. Admins now have the ability to control whether their users can access new Beta release features, and if enabled, individual users can toggle on/off these new experiences. This gives you the ability to consume new releases when you and your team are ready.Go ahead and open the new experience for your team.

Scorecard 9

Scorecard Touchpoint 9

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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

Qualtrics

AUGUST 12, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

Engineering 34

Engineering Sales 34

C3Centricity

AUGUST 12, 2019

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful. And the answer I give them to this question every single time is simple; start with the customer! Many companies create great new products and services – from their perspective at least – but they fail miserably!

Innovation 54

Innovation Pharmaceutical Manufacturing Healthcare 54

SugarCRM

AUGUST 15, 2019

Why is it that some businesses are so successful at generating revenue through outstanding customer service — while others struggle to keep churn at bay? . We’ve been asking this question a lot lately. Most recently, we took a look at concrete best practices from companies at the top of the American Customer Satisfaction Index. Of course, ACSI rankings aren’t the only benchmark out there.

Net Promoter Score 20

Net Promoter Score Customer Service NPS Start-ups 20

Totango

AUGUST 13, 2019

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship. What your organization does next could mean the difference between having a life-long customer or another churn statistic.

Start-ups 85

Start-ups Customer Relationship Sales Education 85

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