CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Callminer
OCTOBER 3, 2019
There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.
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Intercom, Inc.
OCTOBER 1, 2019
There are no silver bullets in sales – no tricks, hacks, or mantras that can guarantee you’ll hit target. But there are actionable plays that high-growth companies use to scale their revenue. Having led sales teams at Facebook, Twitter, and now Intercom, I’ve developed and executed many of these plays. These sales plays are the answers to mission-critical questions like “What criteria will I use to hire sales reps?
Heart of the Customer
OCTOBER 2, 2019
Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it. But we accepted that companies […]. The post No News is No Longer Good News appeared first on Heart of the Customer.
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CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Callminer
OCTOBER 2, 2019
Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
OCTOBER 1, 2019
Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But sustained growth is hard to achieve without a clear path forward. . Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Callminer
SEPTEMBER 30, 2019
Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.
C3Centricity
OCTOBER 1, 2019
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!
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.
Totango
OCTOBER 3, 2019
When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. That’s why your enterprise needs to give customers the personalization they demand if you want to survive and grow in today’s customer-centered economy.
SurveySensum
SEPTEMBER 30, 2019
Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. Why? How? Many researches in the field of CX have revealed that consumers are willing to spend more for a good experience irrespective of brand.
PeopleMetrics
OCTOBER 3, 2019
Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— especially when building your initial program. In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start.
The DiJulius Group
OCTOBER 2, 2019
The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age available next week—October 8, 2019. Digital Intelligence Up, Emotional Intelligence Down As a result of the digital revolution, many members of the younger generations lack the necessary people skills of previous generations.
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.
Kate Nasser
SEPTEMBER 28, 2019
Leadership: You know positive attitudes succeed. Yet negativity abounds. Here's why. Leading morale insights from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Positive Attitudes Succeed Negativity Protects | #Leadmorale #PeopleSkills appeared first on KateNasser.com.
Customer Bliss
OCTOBER 3, 2019
How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Leslie’s work involves partnering with stores that have chosen Citi as their private label and/or co-brand card provider.
Fonolo
OCTOBER 3, 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.
ClientSuccess
OCTOBER 2, 2019
We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same? While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different.
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?
Comm100
OCTOBER 1, 2019
“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll show you how AI chatbots are being used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone who’s gotten their hands dirty implementing AI chatbot solutions that provide value to businesses, as well as their customers.
Customer Bliss
OCTOBER 2, 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. The following is a lightly edited transcript of the video below. Today, I want to talk about the evolution of your role, from where you are inside the company to a chief experience officer, or a chief customer officer.
Confirmit
SEPTEMBER 30, 2019
In this short video filmed at Confirmit’s B2B Summit in New York, Elisa Spano, Strategy and Insights Manager at Fannie Mae talks about the impact their Customer Experience program has had on the business. This includes both driving smarter investment decisions, and delivering real changes to the company culture. She discusses challenges that the CX team has faced and how they have overcome them to create an award-winning Voice of the Customer approach.
ClientSuccess
SEPTEMBER 30, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for 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. Each day we learn from the trenches what it takes to make clients happy and successful.
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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
Hodusoft
SEPTEMBER 28, 2019
HoduCC – Contact Center Software is now offering WhatsApp feature to boost your business communication. HoduCC is a FreeSWITCH based contact center software that is suitable for all businesses. With the omnichannel inclinations, HoduCC offers advanced social media capabilities to boost customer services. The software is integrated with social media built-in feature to reach out to more audience, engage more customers, and monitor customer response.
Qualtrics
SEPTEMBER 30, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Michael’s “Why Qualtrics” story. Our procurement team is different to many procurement teams. While we absolutely want to make significant contributions to the financial health of the company, that is secondary to enabling our stakeholders.
Beyond Philosophy
OCTOBER 4, 2019
Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is where you make your brand promise, aka your value proposition. It is also where you begin to set customers’ expectations for your Customer Experience.
Intercom, Inc.
OCTOBER 1, 2019
Most SaaS companies start with a single solution designed for a single audience. But as they pick up steam, offering more products to multiple target markets, it’s easy for the message to get a little fuzzy. When Shane Murphy-Reuter joined us here at Intercom as SVP of Marketing earlier this year, he had to manage four different teams on two continents working on multiple products.
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
CSAT.AI
OCTOBER 2, 2019
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. Since then customer service horror stories have become comedy fodder. What about the feel good moments? In preparation for Customer Service Week we’re celebrating some customer service successes from notable companies.
Qualtrics
SEPTEMBER 30, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Will’s “Why Qualtrics” story. My senior year of college (Indiana University 2018) I had a “what” but I didn’t have a “why.” My “what” was simple: I had a knack for analyzing data, I wanted an outlet to create and build things, and more than anything I loved working with people.
Beyond Philosophy
OCTOBER 4, 2019
Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out.
Hodusoft
OCTOBER 4, 2019
The good old days are over when businesses could dictate terms to buyers and it is customers who are courted left, right and center. The reasons are simple: customers today are a more enlightened lot; they have more choices; they are more fickle; they need it NOW; they use various channels to communicate and they have a low tolerance. Trying to keep in touch with customers who use WhatsApp today, twitter tomorrow, Facebook the next and then switch back to email will be like trying to keep jumpin
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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