Callminer
OCTOBER 29, 2018
Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.
Fonolo
OCTOBER 30, 2018
These days, customers are savvier than ever. Generic, sales-heavy marketing campaigns no longer have the same impact they once did. Thanks to social media platforms, customers wield more power than ever before. Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers.
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Intercom, Inc.
OCTOBER 29, 2018
People sometimes shudder at the thought of working to a deadline. They can be seen as stressful, constraining and often arbitrary. It can feel like delivery dates are chosen on a whim and imposed randomly. When working to a deadline, however, you should never feel that the number of hours worked between now and then is all you can vary to effect the outcome.
Uniphore
OCTOBER 30, 2018
In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds.
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UJET
NOVEMBER 1, 2018
Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. Customers expect your company to provide it.
Fonolo
OCTOBER 31, 2018
Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
OCTOBER 31, 2018
While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.
Beyond Philosophy
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
Intercom, Inc.
OCTOBER 31, 2018
We believe that conversational bot technology will be transformative for the businesses that embrace it today. Bots have the power to improve the customer experience at every stage of the lifecycle, from acquisition right through to retention. Earlier this year, we announced the release of Custom Bots , allowing you to create completely customizable chatbots to automate all sorts of user journeys on your website in minutes.
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.
Uniphore
OCTOBER 31, 2018
Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.
Customer Bliss
OCTOBER 30, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Lumoa
OCTOBER 31, 2018
Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.
Intercom, Inc.
NOVEMBER 2, 2018
Mobile formats such as stories have exploded in popularity in recent years, but they raise some interesting design questions – how are they changing the mechanics of mobile interaction? Will they usurp or coexist with the traditional newsfeed? What role do ubiquitous cameras have in shaping how we communicate with these formats? Let’s tease out some of the design issues raised by this phenomenon. ???
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.
Uniphore
OCTOBER 31, 2018
So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.
Fonolo
NOVEMBER 1, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting. 1. Messaging . With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.
Customer Bliss
NOVEMBER 1, 2018
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside. How do you hold yourself accountable when managing culture and employee experience?
Customer Service Life
OCTOBER 29, 2018
This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both spoken and nonverbal communication.
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?
Uniphore
OCTOBER 31, 2018
Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago. The fact that in an organization, traditionally IT and business have not always seen eye to eye (I know, shocker right) and in many cases have not even looked each other in the eye for quite some time.
Myra Golden Media
OCTOBER 27, 2018
A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read? What books would position me to be the most successful version of myself?
TeamSupport
NOVEMBER 2, 2018
When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care” , “customer support” , and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them). These phrases, “customer service”, “help desk”, and “customer success” are among some of the most commonly used phrases in the industry.
Fonolo
OCTOBER 30, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businessess. There are 3 main forms of text-based communication battling for the future: Messaging, chat, and text. Messaging: With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.
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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
Uniphore
OCTOBER 30, 2018
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.
The DiJulius Group
OCTOBER 31, 2018
One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.” All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways. Read Full Article.
Chip Bell
OCTOBER 30, 2018
Halloween is coming soon. Kids are starting to think about “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! Parents are thinking about sugar highs, yard decorations, and too many visitors. But, the phrase that most characterizes the season of scare is “trick or treat.” The front door command literally means, “Give me a treat or be prepared to be the victim of my trick.”.
Hodusoft
NOVEMBER 2, 2018
Reach. Businesses must reach existing and potential customers and do it before others get there first and do so effectively at a low cost. The solution is voice broadcasting. A sophisticated yet simple to use voice broadcasting solution does more than just send recorded voice messages to a select target audience. It is simple in that it is a hosted voice broadcasting software which means you do not need to install any additional hardware.
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
Confirmit
OCTOBER 30, 2018
"The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance." — Seth Hall , VP Customer Service. DOWNLOAD. Challenge. Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded.
Help Scout
OCTOBER 30, 2018
If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. The research shows that the tech talent pool is small and competitive , and that companies must constantly evolve their benefits and culture to attract and maintain these niche skilled employees.
1 to 1
OCTOBER 31, 2018
Patagonia is endorsing two political candidates. Nike’s Colin Kaepernick ad spurred some customers to burn their sneakers. Are brands throwing out the rulebook on avoiding social and political topics? Yes and no. At Incite Group’s Brand Marketing Summit, marketers explained why they’re wading into sensitive topics. “Consumers are craving brands that have a point of view,” said Jill Cress, chief marketing and communications officer of National Geographic Partners.
Hodusoft
OCTOBER 31, 2018
When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software. Recently, the company has provided ready-to-use IP PBX software HoduPBX to Vistaprint. Vistaprint , a Cimpress company, empowers millions of business owners worldwide to market themselves professionally.
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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