Beyond Philosophy
OCTOBER 1, 2020
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.
Intercom, Inc.
OCTOBER 1, 2020
On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together
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Fonolo
SEPTEMBER 29, 2020
Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.
Totango
OCTOBER 2, 2020
The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.
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.
Beyond Philosophy
SEPTEMBER 26, 2020
How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.
Intercom, Inc.
OCTOBER 1, 2020
On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
SEPTEMBER 30, 2020
Table of Contents. Introduction. 1.Sports trivia questions. 2.Technology trivia questions. 3.Science trivia questions. 4.Health trivia questions. 5.Geography trivia questions. 6.Literature trivia questions. 7.Politics trivia questions. 8.Education trivia questions. 9.Food trivia questions. 10.General trivia questions. Conclusion. Pros or amateurs, Trivia quizzes are fun for everyone, and they are perfect for many occasions. .
The DiJulius Group
SEPTEMBER 30, 2020
In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team. As an All-American college wrestler, Tom embraced his fair share of “chosen suffering.” It wasn’t until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered “unchosen suffering” in a way. Read Full Article.
Doing CX Right
SEPTEMBER 27, 2020
Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create a customer-centric culture with engaged, motivated employees?
Steven Van Belleghem
SEPTEMBER 30, 2020
During our conversation, Peter told me that he had become really intrigued by those traditional companies that always seemed to be able to reinvent themselves at the right moment: “that is where innovation plays out in the most extreme form”. That phenomenon – which Peter called phoenix companies – became the inspiration for his book The Phoenix and the Unicorn.
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TeamSupport
SEPTEMBER 29, 2020
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?
The DiJulius Group
SEPTEMBER 30, 2020
1. Feature Article How to be a Disney Hangover By John DiJulius, Chief Revolution Officer Who do you Compete with? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. Whether you are a. Read Full Article. The post How to be a Disney Hangover appeared first on The DiJulius Group.
Totango
OCTOBER 1, 2020
Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you
Myra Golden Media
SEPTEMBER 30, 2020
I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?
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.
ClientSuccess
SEPTEMBER 30, 2020
What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?
Knowmax
SEPTEMBER 28, 2020
Call Deflection brings Customer Success in the Digital age.
Totango
SEPTEMBER 30, 2020
Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why.
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?
Confirmit
OCTOBER 1, 2020
Before the pandemic, the research industry was already evolving from the traditional agency model where a project is designed, executed and delivered (usually in a PowerPoint deck that is reviewed and “shelved”) to a dynamic, data driven approach that recognizes the value and relevance of a variety of data sources. 2020 has proven to be a challenging year for the insights industry overall, but while the definitive impact of the pandemic economy is yet to be seen, what both forecasts
Transcosmos
SEPTEMBER 29, 2020
Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h
Doing CX Right
SEPTEMBER 27, 2020
I had the opportunity to join Kesiena Aaron – Efe to discuss business success stories and ways to differentiate your brand based on non-traditional proven CX methods. . During the podcast, I answer questions including: How do you get a Customer Experience job if you’ve never had one? Why is CX a booming field, and is it a fad or here to stay?
SugarCRM
SEPTEMBER 28, 2020
We have all probably worked in teams where some percentage of the personnel are remote. But what happens when 100% of a team is virtual—can traditional management and management styles support a hub-less work environment? Months into this grand experiment in working remote and supporting virtual work environments, we see obvious facts and truths emerge. .
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.
Confirmit
SEPTEMBER 29, 2020
At some point, we’ve all been through a break up. It’s hard. But there comes a time in some relationships when we have to ask ourselves, “am I getting what I need?” Among other things, a strong relationship is one in which there is stability, mutual respect, consistent support, and economic security. So now, we ask you – are you getting all this from your software vendor?
The DiJulius Group
OCTOBER 1, 2020
Health is so much bigger than six-pack abs or eating salad. It’s about the whole thing – the quality of your relationships, your work environment, having a strong sense of purpose, and feeling connected. It’s about becoming the best version of yourself in all areas of your life. And especially during this time of the. Read Full Article. The post Health & Wellness Has Never Been More Vital Than It Is Today appeared first on The DiJulius Group.
Knowmax
SEPTEMBER 27, 2020
Virtual call centers: Tips and tricks for agents working from home.
SugarCRM
OCTOBER 2, 2020
In a previous blog , we discussed how the versatile world of marketing allows individuals—from analytical to artistic—to hone in on their passions. Now that you’ve taken the quiz, let’s find out what your marketer type means. Despite the differences amongst marketers, there are some similarities in all of our priorities. We ask a lot of the same questions: What are our strategic goals and the metrics we are measured by?
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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
Intercom, Inc.
SEPTEMBER 30, 2020
Ian MacLean is the Global Head of Customer Care at Aircall , the cloud-based phone system for modern business. With a mission to bring value to voice, Ian’s team of customer care specialists focus on building strong, lasting relationships with their customers, going far beyond just offering a plug-in phone system. This is the first in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
Taylor Reach Group
SEPTEMBER 29, 2020
by JD Fairweather. The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a few – there are also myriad ways to mix and match platforms.
Knowmax
SEPTEMBER 30, 2020
Customer Success Decoded: The secret to fruitful customer returns.
ClientSuccess
SEPTEMBER 28, 2020
Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.
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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