Callminer
APRIL 11, 2018
Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
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Intercom, Inc.
APRIL 13, 2018
Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. They have a knack for identifying quality prospects, making strong impressions quickly, and closing deals that seem out of reach. So what is it about these SaaS sales reps that differentiates them from the rest?
Uniphore
APRIL 11, 2018
A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Beyond Philosophy
APRIL 9, 2018
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 11, 2018
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.
Beyond Philosophy
APRIL 13, 2018
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.
Customer Bliss
APRIL 11, 2018
After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?
Customer Service Life
APRIL 11, 2018
In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to balance the needs of the company with the needs of our agents. Here are the questions for the episode: Icebreaker Question: What’s the best meal you’ve ever eaten in another country?
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.
Heart of the Customer
APRIL 10, 2018
We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.
Fonolo
APRIL 12, 2018
Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead you gave yourself the opportunity to explore your imagination. If you’re an avid reader, I’m sure there’s been times where this sense of accomplishment isn’t quite reached.
Customer Bliss
APRIL 9, 2018
When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.” It gives the organization clarity about how to make decisions, and it’s a powerful first step in embedding the customer journey to inform and enable decision-m
CX Journey
APRIL 11, 2018
Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
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.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
Fonolo
APRIL 10, 2018
Apple’s new Business Chat could have a huge impact on customer service by changing the balance of forces between consumers and companies. We all know what good customer service should look like, and the people on the “inside” know it just as well as you do. Those folks – from the CIO down to the floor-level call center manager – are consumers too, after all; but the pressure of short-term goals leads them astray.
Customer Bliss
APRIL 11, 2018
If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging.
ClientSuccess
APRIL 11, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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?
iQor
APRIL 9, 2018
Hint: break some rules to create leaders that inspire leaders.
Confirmit
APRIL 12, 2018
Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.
SugarCRM
APRIL 13, 2018
While sales and customer service teams live inside the CRM on a daily basis, it’s the IT department that is responsible for executing a successful deployment plan, and for the vital function of integrating the CRM with other tools like email and your ERP. In short, your core CRM selection team should work closely with IT to ensure the CRM can be (and is) set up correctly.
1 to 1
APRIL 9, 2018
Facebook is in trouble. Again. As the company struggles to make amends in the Cambridge Analytica scandal, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt. Business as usual?Build a better mousetrap. Make the product stickier. Capture users. These are all terms that business leaders are familiar with and strive to achieve within their companies.
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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.
APRIL 12, 2018
As the CEO of Dribbble, a global community and invite-only platform for designers to share and find work, Zack Onisko faces a unique challenge: how do you grow a gated product? Zack began his career as a product designer before moving into product management and then growth roles. Most notably he led growth strategy at Creative Market (a global marketplace for design content that was acquired by Autodesk) and Hired.com.
Confirmit
APRIL 12, 2018
Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.
SugarCRM
APRIL 9, 2018
Bjarke Ingels Group , known as BIG, is a trend-setting architectural firm with offices in the United States and Europe. As you might imagine, the firm’s employees consist of highly visual people. They are designers by nature, visual learners and communicators, and naturally drawn to the visually stunning. Those traits are a perfect match with SugarCRM, we are committed to delivering the most intuitive and beautiful CRM application in the marketplace.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
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
Intercom, Inc.
APRIL 9, 2018
The SaaS industry has exploded in recent years due to relatively low barriers to entry, readily available venture capital funding and a deeper, more conscientious understanding of problems faced by internet businesses. With this explosion comes a proliferation in the number of competitors in every area , both direct and indirect. In today’s market, there is no such thing as a software company that doesn’t have any competitors.
Confirmit
APRIL 12, 2018
Researchers know that accurate results depend on accurate data. And in today’s diverse global business environment, research firms depend on translation services to bridge the linguistic and cultural gap ensuring the accuracy of your global research data. Confirmit surveys can be deployed in any language, including double-byte characters and right-to-left script.
SugarCRM
APRIL 10, 2018
In den letzten Wochen und Monaten ist in der Tech-Branche viel passiert. Ganz vorne mit dabei sind die andauernde Vorbereitung auf die kommende DSGVO oder Skandale, wie die aktuelle Facebook-Datenaffäre. Während 2018 nun in das zweite Quartal startet, lohnt es sich jedoch, auch noch einmal einen genaueren Blick auf Trends zu werfen, die die Tech- und CRM-Branche jenseits der Schlagzeilen und über den 25.
Customer Service Life
APRIL 13, 2018
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.
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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