Shaun Belding
MARCH 29, 2022
CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end. . They decided they were in, not out. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
CX Accelerator
APRIL 1, 2022
I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr
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Adrian Swinscoe
APRIL 1, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 28, 2022
How do you set your business up for consistent, continuous growth? It’s the million dollar question that businesses face every day. To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic.
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Callminer
MARCH 30, 2022
Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.
Inside Customer Service
MARCH 31, 2022
New hire training is under pressure. Executives want to shorten it. Training costs time and money. The faster new employees can get to work, the better. New employees want it to be longer. They complain about not getting enough support. Some quickly leave. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Belding Group
MARCH 29, 2022
How to Deal With a Cold Coworker When these coworkers walk into the room, everyone knows it. You can actually feel the temperature dropping. They are in a foul mood, and have no intention of trying to hide it. The work atmosphere gets awkward and uncomfortable as people tiptoe around them. Cold Coworkers aren’t fun […]. Shaun Belding | www.shaunbelding.com.
Intercom, Inc.
MARCH 30, 2022
We are firm believers in the power of feedback here at Intercom – we seek it out, we offer it, and most importantly, we act on it. That’s why we’re so excited to announce the launch of our latest feature which embodies all of those sentiments – say hello to Intercom Surveys! Tailored online customer experiences are no longer optional. In fact, 80% of online shoppers are more likely to make a purchase when brands offer personalized experiences.
Totango
APRIL 1, 2022
When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.
Ameyo Callversations
MARCH 31, 2022
A successful business runs on many wheels. It might have high-quality products, affordable pricing, a top-notch marketing team, and more. Yet, it still might lose customers if it cannot provide a great experience to its users. Brands have evolved when it comes to attracting customers, but so have the customers. They are aware of their preferences and needs and open to exploring other options at the slightest inconvenience.
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.
Conversation Agent
MARCH 26, 2022
Current systems don't take into account the energy in human systems. Systems need better thinking. Twenty years ago, I coined a term to talk about the effects of this situation: “energy vampires.” Time and time again, I've observed (and proven in business) that when things go bad, it's no so much because of “bad” energy. But it's often because energy doesn't circulate at all.
Qmatic
MARCH 30, 2022
Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customers were hesitant to shop in person but found that the experience of ordering online and getting the purchase delivered on time was often inadequate.
The DiJulius Group
MARCH 29, 2022
This is truly one of the best privileges we have as leaders. I have found that when leaders help others get what they want, they end up getting what they want sooner and more often. This applies to employees, coworkers, bosses, family, friends, and neighbors. It is so easy to do. Find out what other. Read Full Article. The post Helping Your Employees Find Their Ikigai appeared first on The DiJulius Group.
Steven Van Belleghem
MARCH 28, 2022
A new phase. But I also believe that we are evolving towards a world where this ultimate, zero effort convenience has become a commodity. Customers of today believe that offering ultra-convenient services is the most normal thing in the world. It’s like a ‘basic’ need, not a differentiator. And that means that if you are not convenient enough, that you will lose customers to the competition which has invested in the matter.
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.
MyCustomer Experience
MARCH 29, 2022
4Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers. 29th Mar 2022. By Smoke CI.
Beyond Philosophy
MARCH 31, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.
Hodusoft
MARCH 29, 2022
Digital India is transforming with the advancement of technology in every sphere. One of the most influential tech expos in India, the 29th Convergence India Expo 2022 provided a platform for tech giants to exhibit their innovative approach towards technology through their unique product line. The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement.
CommBox
MARCH 27, 2022
Today, only a chatbot based on artificial intelligence (AI) can provide the fastest and highest quality communication with customers. These are automated systems that allow companies to interact optimally with users. They completely changed the system of business communication and made it more convenient for both parties. More than 35% of users want chatbots to be used by as many companies as possible.
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?
Logicalware
MARCH 28, 2022
Did you know 98% of people read an SMS within three minutes of receiving one? SMS provides a unique opportunity for businesses to communicate with customers quickly and efficiently. Not only is it widely used across the UK — research by Statista shows 96 per cent of the UK population owns a mobile phone [1] — but text messages are also difficult to ignore.
Conversation Agent
MARCH 28, 2022
“Intelligence is the ability to recognize patterns, recognize relationships, reason about it and make a prediction or plan an action. That’s what intelligence is. It has nothing to do with general intelligence, intelligence is just solving problems.” That's Jensen Huang's definition of the word. Huang is CEO of Nvdia Corporation, an American multinational technology company incorporated in Delaware and based in Santa Clara, California.
Bill Quiseng
MARCH 30, 2022
We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer.
Heart of the Customer
MARCH 29, 2022
Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer […].
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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
Fonolo
MARCH 29, 2022
What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.
Shep Hyken
APRIL 1, 2022
This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Digital Marketing and purchasing have grown to a large extent over a couple of years.
Bill Quiseng
MARCH 26, 2022
Happiest of birthdays to the greatest of the great hospitality leaders! I agree with Marriott International when they say that Mr. Marriott’s “impact on the hospitality industry is only exceeded by his kindness” On his birthday, I wanted to express my admiration and appreciation for the example Mr. Marriott gave me as a leader and how it has formed my management style.
Doing CX Right
MARCH 27, 2022
Alex Genov, Head of Research at Zappos, explains how to win customer hearts and wallets through real innovation. Learn best practices to fix customer pain points leveraging data and human factors. The post Solving Customer Pain Points Through Research, Design and Innovation appeared first on Doing CX Right.
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
TeamSupport
MARCH 28, 2022
Everything you need to know about the upcoming sunsetting of SnapEngage. First of all, SnapEngage isn’t going anywhere. TeamSupport’s Messaging and Live Chat product is SnapEngage, but now with a new name and brand, and soon, an updated online presence on the parent TeamSupport website. You may have already noticed that we have been updating the name across channels and moved SnapEngage activity, such as blogs and social media, over to the TeamSupport site.
Myra Golden Media
MARCH 29, 2022
I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn! The #GreatReshuffle has inspired millions of people to reconsider their work today. Whether it’s learning a technical skill for their role or cultivating a better work-life balance, the LinkedIn Learning Pathfinder can help you get the skills to
MyCustomer Experience
MARCH 31, 2022
Customer journey mapping is one of the core tools in the customer experience professional’s tool kit - and with good reason; they help. 8th Apr 2022 The 4 most common journey mapping activation gaps. By Michael Hinshaw Founder and President.
Shep Hyken
MARCH 30, 2022
We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. The top answers belong together: helpful and friendly. . That seems pretty simple. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.
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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