Intercom, Inc.
APRIL 30, 2020
In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. So today we’re excited to announce two new programs for Intercom app builders and service providers: the App Partner Program and the Service Partner Program. Partnerships have always been key to the way we work at Intercom.
Callminer
APRIL 27, 2020
Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.
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Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
Taylor Reach Group
MAY 1, 2020
By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).
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Intercom, Inc.
APRIL 30, 2020
During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. As the current crisis has unfolded, we’ve seen those trends emerge among our own customers as well. In early March, the analytics team and I saw a spike in overall conversations between businesses and their customers.
Callminer
APRIL 29, 2020
Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
APRIL 27, 2020
By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.
Intercom, Inc.
APRIL 28, 2020
Intercom is a proudly product-first company , with a focus on delivering great product that helps our customers build relationships with their users. Being product-first or product-led has shaped our culture and ethos in very palpable ways, and one of the characteristics of that culture is the degree to which we think deeply about how design. Above all, we have fostered a culture that encourages strong opinions – our opinions can change with time and circumstance, of course, but what remains con
Fonolo
APRIL 27, 2020
Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. But the pandemic has forced a transition to remote working virtually overnight. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries.
Lumoa
APRIL 27, 2020
Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.
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.
Beyond Philosophy
APRIL 25, 2020
Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.
The DiJulius Group
APRIL 29, 2020
1. Feature Article The Best Way To Jump Start Your Future Demand By John DiJulius, Chief Revolution Officer It is safe to say most businesses, affected by the current crisis, will have more demand in the second half of 2020 than they do right now. However, by letting this scenario play out, there are at. Read Full Article. The post The Best Way To Jump Start Your Future Demand appeared first on The DiJulius Group.
PeopleMetrics
APRIL 27, 2020
In March of 2020, PeopleMetrics conducted an independent study to find out h. ow employees across the US perceive their employer's response to COVID-19. We found that 55% of American workers are unhappy with their employer's response to COVID-19 , but that perceptions varied depending on employees' working environment, generation, industry and more.
Lumoa
APRIL 28, 2020
New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.
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.
Myra Golden Media
APRIL 30, 2020
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept.
C3Centricity
APRIL 29, 2020
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently.
Customer Experience Matrix
APRIL 27, 2020
I’ve recently been running workshops to help companies plan deployment of their Customer Data Platforms. Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first. This requires balancing the desire to include many data sources in the first release of the system against the desire to deliver value quickly.
Kate Nasser
APRIL 26, 2020
Avoid this common & disastrous customer service mistake -- the blind handoffs. Kate Nasser, The People Skills Coach™, customer service consultant & trainer. The post Customer Service: Prevent Speedy Blind Handoffs | #CX #CustServ appeared first on KateNasser.com.
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?
TeamSupport
MAY 1, 2020
Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. So, how can businesses make the most of video technology to improve their customer support and operations?
The DiJulius Group
APRIL 29, 2020
Welcome to the first episode of the Customer Service Revolution Podcast! This is more than a podcast though. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you are a revolutionary customer service leader who’s ready to stop competing on.
Totango
MAY 1, 2020
HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing and innovating, too! Today, I am happy to introduce more exciting features and functionalities as part of Belize : Touchpoint Enhancement: Increase alignment and Collaboration with Threaded Touchpoints. Increase team collaboration and alignment by tracking any interaction with customers through emails as touchpoints in Totango.
Comm100
APRIL 27, 2020
In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.
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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
TeamSupport
APRIL 28, 2020
For the third and final part of our three-part series ( Part 1 and Part 2 ) on building and maintaining strong relationships with customers who prefer live chat, we’re going to look at an area some companies forget to evaluate entirely. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers.
Confirmit
APRIL 29, 2020
For a long time we’ve seen headlines talking about the rise of digital. We’ve all heard statements like ‘more transactions that ever before are being conducted on the web’, ‘online shopping is growing at an alarming rate’, blah, blah, blah. We knew the digital transformation was happening, but I don’t think anyone knew there would come a time when digital would become as important as it is right now.
Hodusoft
APRIL 29, 2020
The call center industry is one of the most competitive there is. Aside from the strong influx of clients and callers, companies also have to consider their agents who are fighting through hectic schedules and tiring calls. . From a leader’s standpoint, streamlining day-to-day operations is not an easy task. However, adding this one key tool to your arsenal can make all the difference.
Comm100
APRIL 30, 2020
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.
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
Steven Van Belleghem
APRIL 28, 2020
Safety is only the beginning. Most companies are now in full preparation of a new start for their company. Every country in the world has specific safety restrictions. Entrepreneurs and their teams are showing the highest levels of creativity and flexibility ever to cope with the current context. It usually comes down to organizing your company for a six-feet or 1.5 meter economy.
Confirmit
APRIL 29, 2020
Register to the webinar for your region: Australia: 19th May @ 11am AEST. Europe: 19th May @ 11am BST. North America: 19th May @ 11am EDT. Organizations are facing unprecedented challenges in how they keep their workforce connected, evolving, and delivering. Changes to employees’ work and home lives have fundamentally changed their experience as employees.
Doing CX Right
APRIL 27, 2020
What does humanizing business mean? How do you actually do CX right during and post Covid19. I spoke about these topics at CCW Digital’s summer 2020 event. If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. .
Chip Bell
APRIL 28, 2020
We live on the banks of a large lake. Very early one morning, two giant birds with wingspans of almost five feet across landed in our backyard near the water’s edge. We are accustomed to seeing ospreys on platforms atop sky-high power poles. They are protected, and the power company aids their nesting by adding the platforms. But, we had never had these visitors in our yard.
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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