Callminer
JUNE 3, 2019
More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.
Intercom, Inc.
JUNE 3, 2019
Product Management is an elusive craft. We all think we know what we’re talking about, but when it comes down to it, the difference between great, good and not quite good enough can be pretty slippery. And what makes this even harder is that, because PMs own so few clear deliverables (such as code or designs), it can be tricky to pinpoint what exact impact a PM had on a team.
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Uniphore
JUNE 5, 2019
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.
Beyond Philosophy
JUNE 6, 2019
Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.
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Callminer
JUNE 2, 2019
Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.
Intercom, Inc.
JUNE 4, 2019
Product managers have the onus to be deeply attentive listeners. We’ve got to keep a pulse on a diverse set of inputs, filtering signals amidst the noise, to build strategic direction and seemingly mid-flight, make calculated tradeoffs for the product roadmap. It’s a game of endless Bayesian inference with an overwhelming amount of directions. We are constantly reevaluating if the choices we’ve made for the product are the right ones as new information becomes available.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 7, 2019
Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.
Callminer
JUNE 3, 2019
Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand.
Intercom, Inc.
JUNE 7, 2019
Last week, we launched the new Intercom.com and shared the process and thought behind our new design. In addition to the new brand direction, we also made many changes on the development side, which I detailed in this Twitter thread. I was the tech lead on this project, on Team Web! Our new marketing site has lots of goodies from the development side of things that I'm excited to talk about.
UJET
JUNE 4, 2019
According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.
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
JUNE 5, 2019
I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share: There is no one right metric. Despite having NPS inventor Fred Reichheld speak the first day, […]. The post What are the World’s CX Leaders Doing?
Chip Bell
JUNE 4, 2019
When I was a young boy, I imagined I was Wild Bill Hickock a lot of the time…or sometimes I was Hopalong Cassidy. We watched the great cowboys on black and white television and then rushed to the back yard to replicate their antics. I now live on the 13 th hole of a PGA golf course designed by Jack Nicholas about an hour from the Augusta National golf course.
Fonolo
JUNE 5, 2019
Big question: How should text-based communication work alongside voice for customer service? In the dark ages, the only answer to this was email, in its own silo, and a call center, in its own silo. Then real-time chat came along. And then messaging, powered by massive platforms like Facebook and WhatsApp, made an appearance. Meanwhile, driving in its own lane, is good ‘ol SMS.
The DiJulius Group
JUNE 3, 2019
This guest article is brought to you by Mark Scharebroich, speaker at the 2019 Customer Service Revolution. In the restaurant industry, they refer to it as “Two minutes or two bites”. It’s when the server circles back to the guest and asks, “How is your meal?” I have made the point of listening to my fellow guests. Read Full Article. The post Ask the Right Questions to Get the Right Answers appeared first on The DiJulius Group.
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.
TeamSupport
JUNE 7, 2019
The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help! Here are a few reasons why facility management leaders need support software to optimize their operations….
ModSquad
JUNE 6, 2019
Last week, we explored the value of proactive customer service and why that winning strategy pays off for savvy brands. Here’s a closer look at a specific proactive strategy that can make a real impact on a business. Online consumer review sites like Yelp and TripAdvisor can make or break a business with their star-based rating system. Whereas in days past word-of-mouth advertising was golden, today’s online reviews are platinum.
Customer Service Life
JUNE 3, 2019
Image by Harald Funken from Pixabay. This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets and dashboards packed with tons and tons of analytics, you’re probably not alone. And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter.
Totango
JUNE 4, 2019
All spring the Totango product team has been working hard on building features that make it easier than ever to get data into Spark, and once it’s in, keep it safe. You’ve seen this with new features like Integration Hub Execution Reporting (which we’ve expanded on in this release), and enhancements like read-only attribute settings and new Minio integration.
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?
C3Centricity
JUNE 5, 2019
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.
Customer Bliss
JUNE 6, 2019
“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
Fonolo
JUNE 6, 2019
Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.
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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
Steven Van Belleghem
JUNE 4, 2019
Support is the new convenience – become a life partner. I like to tell brands that their ‘selling days’ are coming to an end. That’s a good thing, because we will all finally move beyond the dry commercial exchanges into something that’s a lot more human, more emotional even. As you know, I’m often talking about how companies need to automate the day to day life of their customers in my presentations.
Customer Bliss
JUNE 4, 2019
In my 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?
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
CX Journey
JUNE 5, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now.
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
Help Scout
JUNE 5, 2019
Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Use private Docs sites in Beacon. Got a knowledge base that should only be accessible to certain people? Now you can create Docs sites that can only be found and viewed through a Beacon. Put that Beacon behind any password-protected area on your website and you’ll be all set.
The DiJulius Group
JUNE 5, 2019
One of the best articles I have read recently was a NY Times interview with Walt Bettinger, C.E.O. of the Charles Schwab Corporation. A great interview technique he uses when vetting new candidates was featured in the April eService. When Bettinger was asked what was the best lesson he learned in college, he. Read Full Article. The post Never Forget About The Unsung Heroes appeared first on The DiJulius Group.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
Confirmit
JUNE 2, 2019
We’ve all done it. You browse around a website, perhaps you even add something to the shopping cart… And then for whatever reason, you change your mind and click away without filling in any forms or completing any transactions. This is a common scenario! But we know, in the world of digital business, this seemingly simple scenario is actually a nightmare!
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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