Callminer

APRIL 29, 2019

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

Sentiment Analysis 291

Sentiment Analysis 291

Intercom, Inc.

MAY 1, 2019

Every product design project is a bit like climbing a hill. You ascend the hill to gain perspective on the surrounding terrain, but you don’t know what’s on the other side – you’re figuring out how to approach the problem, and you uncover and resolve the unknowns. Once on top of the hill you have a clear view – you can see the shape of the landscape and make out the path down, you can picture what needs to be done to make progress.

Start-ups 143

Start-ups Innovation Engineering 143

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer Loyalty 126

Customer Loyalty CX Customer Experience 126

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

B2B 104

B2B Voice of the Customer Customer Journey Map CX 104

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.

Customer Loyalty

Fonolo

MAY 1, 2019

News broke last week that Mitel is proposing an all-stock buy-out of Avaya. The week prior, rumors were circulating that Avaya was engaging bankers to find a buyer. This is the latest twist in a long, zig-zagging road for the company. It’s only been 16 months since they emerged from bankruptcy. There’s a tasty irony to an Avaya-Mitel merger. Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009.

Contact Center 99

Contact Center Entertainment Omnichannel CX 99

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

Customer Service 96

Customer Service Customer Feedback 96

Heart of the Customer

APRIL 29, 2019

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]. The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

Voice of the Customer 92

Voice of the Customer Customer Journey Map Customer Relationship CX 92

Myra Golden Media

APRIL 29, 2019

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.

91

91

Customer Service Life

MAY 3, 2019

In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.

Innovation 74

Innovation Customer Service Contact Center 74

Totango

MAY 3, 2019

Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.

Customer Loyalty 78

Customer Loyalty Start-ups Social Listening Customer Relationship 78

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Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […].

B2B 89

B2B Customer Experience Voice of the Customer Customer Journey Map 89

ProProfs

APRIL 28, 2019

Online learning is certainly one of the most useful tools for career growth because it lets students access to knowledge by providing them with an exclusive opportunity to discover and obtain fresh information at their own pace. Nowadays, a growing number of working students and professionals are being attracted by the benefits from online education and pursuing their preferred online courses.

Education 74

Education Transportation Start-ups 74

Customer Service Life

APRIL 30, 2019

Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable. Brene Brown says, “ There is no courage without vulnerability.” So, let’s be courageous and vulnerable together, shall we?

Contact Center 63

Contact Center Start-ups Customer Service 63

DMG Consulting

MAY 3, 2019

WFM Solutions Adapt to Changing Needs. No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are also realizing many benefits, including reduced operating costs, optimized scheduling, improved performance, decreased staff attrition and

Contact Center 67

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 67

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.

Voice of the Customer

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

Customer Journey Map 76

Customer Journey Map B2B Voice of the Customer Customer Relationship 76

ProProfs

MAY 1, 2019

Taking personality quizzes online is surely fun and games. We all enjoy taking them, don’t we? After all, they reveal something about our professional personality. Answering a series of questions and then getting to know if you’re Ron from Harry Potter or Jon from Game Of Thrones is really exciting. But, have you ever wondered answering a series of questions while taking online assessment tests or a personality assessment test that would lead you on to the right career path?

Gaming 71

Gaming Start-ups 71

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 63

Technology Technology Social Media Artificial Intelligence 63

Kerry Bodine

APRIL 28, 2019

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.

66

66

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?

Technology

Fonolo

MAY 2, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” While this was an extreme event, every call center faces the same problem at one time or another: Unpredictable spikes in call volume.

Social Media 57

Social Media Contact Center Customer Satisfaction Education 57

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.

Education 59

Education Finance Customer Retention Start-ups 59

CSAT.AI

MAY 1, 2019

We’ve heard the term “me, me, me generation” and that millennials are lazy and self-obsessed over and over again. The major news outlets quoting stats hasn’t helped. Hasbro even made a Monopoly for Millennials. Not everyone was amused though. Whether you buy into the stereotypes or not, the so-called ‘me me me’ generation is here. Their presence as the largest generation in history, until Gen Z , will shape commerce to come as they not only buy from existing businesses but become the next round

Entertainment 52

Entertainment Social Media Sentiment Analysis Omnichannel 52

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 59

Net Promoter Score Social Media Customer Experience NPS 59

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.

Retail

Fonolo

APRIL 30, 2019

There are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). This is where our story begins. By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service.

Customer Service 57

Customer Service Social Media Omnichannel CX 57

Steven Van Belleghem

APRIL 29, 2019

Following Moore’s Law. You probably know that I’m a big believer in following customer needs and expectations, and how smart and sensing technologies today are at the same time both fulfilling and increasing them. But what once seemed very ‘Day After Tomorrow’, has by now evolved into pure hygiene. Using tech to make the buying experience frictionless, personalized and predictive has become completely normal.

Customer Expectations 52

Customer Expectations AI Customer Feedback Technology 52

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.

Touchpoint 60

Touchpoint Start-ups Customer Experience 60

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 59

Net Promoter Score Social Media Customer Experience NPS 59

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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

CX

The DiJulius Group

APRIL 29, 2019

This guest article is brought to you by Jesse Cole, speaker at the 2019 Customer Service Revolution. It’s not the employees’ responsibility to care, it’s the leaders job to give them a reason to care. The wrong question leaders are asking is “Why don’t our employees care?” The reason is simple: Your people don’t care because. Read Full Article. The post Getting Your Team To Care appeared first on The DiJulius Group.

Customer Service 55

Customer Service Customer Experience 55

ClearAction

MAY 3, 2019

6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing power.

Artificial Intelligence 48

Artificial Intelligence AI CRM Technology 48

ClientSuccess

MAY 1, 2019

Understanding the Meaning Behind Risk. When customers express frustrations or even start to think about ending a relationship, our first reaction as a CSM might be to assume the worst. However, embracing your most vocal customers is actually one of the best case scenarios we could hope for. Find the Good of the Frustration. While some customers may take their frustrations around a pending renewal and use it as an opportunity to excuse themselves from contractual obligations, we should be gratefu

Start-ups 50

Start-ups 50

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 48

NPS Net Promoter Score Contact Center Touchpoint 48

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

CX