Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Zendesk
DECEMBER 29, 2020
Layne Beachley knows exactly what it takes to overcome setbacks and accomplish lofty goals. Her seven ISA World Championship titles are a testament to this, as is her general approach to life. Born in Manly, New South Wales, Beachley first started surfing professionally at age 16. By age 20, she was ranked 6th in the world. By 2006, she had seven World Championship titles under her belt, and was the only surfer ever to win six consecutive competitions.
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
Advertisement
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.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Hodusoft
JANUARY 1, 2021
The Right Call Center Software Makes a Huge Difference. Agents contribute to the call center’s success. Even more important is the role the supervisor plays in performance improvements. It is not surprising that most or all call centers employ supervisors to monitor and manage call center agents and contribute to performance enhancements. Here, the importance of real-time analytics & reports in the call center software can make monitoring easier for supervisors and help them to help the agen
Totango
JANUARY 1, 2021
Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. There were lots of new challenges that we all faced.During this year, we worked hard to continue to deliver a great experience and value for our customers and your users.
Zendesk
DECEMBER 28, 2020
This year, teachers have been working harder than ever to support their students as they navigate distance learning in the midst of a global pandemic. Meanwhile, the customer support team at DonorsChoose , a platform that connects teachers with funding for classroom projects, is supporting those teachers and learning on the fly as they navigate continued uncertainty around schools and reopening plans.
Doing CX Right
DECEMBER 31, 2020
What are the best ways to advance customer experience and employee engagement in 2021 and beyond? Read what four experts have to say to achieve success. The post Six Way To Advance CX in 2021 appeared first on Doing CX Right.
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.
The Customer Service Blog
DECEMBER 29, 2020
Genghis Khan was the first Great Khan of the Mongol dynasty and is often hailed as the ‘King of Kings’. He was the founding emperor of one of the largest contiguous empires - the Mongol Empire. Much of his leadership wisdom is still as relevant today as it was 800 years ago. Khan conquered vast territories of Eurasia, including the modern day states of China and Korea, plus much of central and south-west Asia, and Eastern Europe.
Knowmax
DECEMBER 30, 2020
EDMS (Electronic Document Management System): Enterprise’s choice in 2021?
Zendesk
DECEMBER 28, 2020
As we look ahead to the new year, it’s clear that we need to challenge, disrupt, and transform the world as we once knew it. And who better to talk to about disruption than startups? Read on to learn about startups working to make the post-pandemic world a better place. Season 2 is here. Join us for the Sit Down Startup podcast, where we sit down (virtually) for casual, coffeehouse conversations with startup founders, CEOs, and CX leaders.
Doing CX Right
JANUARY 1, 2021
Women leaders, Stacy Sherman and Wanda Wallace, share new ways to gain adoption for your ideas through non-selling tactics. The post How To Promote Your Ideas & Increase Adoption Through Non-Selling appeared first on Doing CX Right.
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.
SugarCRM
DECEMBER 31, 2020
Email campaigns play an important role in marketing interactions. While having a compelling copy to attract and convert leads plays a big role, understanding how emails are technically delivered will help you understand the process in detail. Below we discuss how the process behind setting up and sending emails takes place and the areas where an email can get tripped up and what that means for marketers.
Knowmax
DECEMBER 28, 2020
3 Quick steps to create multilingual knowledge base?
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Geetha Murali, CEO of Room to Read, about the importance of developing skills, the story of one girl who went from indentured servitude to sharing a stage with Hillary Clinton, and what she means when she talks about “treasure hunting.”. Listen to the complete podcast episode of Breakthrough Builders with Geetha Murali.
Doing CX Right
JANUARY 1, 2021
Stacy Sherman speaks on User Adoption Podcast to discuss how to do CX right and UX best practices. Listen to the episode and apply key lessons. The post How To Increase User Adoption & CX Best Practices appeared first on Doing CX Right.
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?
SugarCRM
DECEMBER 30, 2020
The first thing you see when you open Sugar is your personalized dashboard. This dashboard should help you manage your organizational responsibilities inside Sugar. To accomplish this objective a system administrator or the users themselves (armed with some basic training) should customize the dashboard to reflect their use of Sugar. As a Product Manager, I’ve created a number of dashboards for my own use to provide an overview of our: Sales pipeline process.
Knowmax
DECEMBER 31, 2020
6 easy steps to knowledge migration with Knowmax.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Robert Chatwani, CMO of Atlassian how he registered a staggering 20,000 South Asian bone marrow donors in just 12 weeks. He also recommends how you can discover your own purpose, and how a simple but powerful idea led to a partnership with the World Bank, and an entirely new business model at eBay.
Doing CX Right
JANUARY 1, 2021
Stacy Sherman Joins Gary David's Customer Experience by Design podcast to discuss how to differentiating brands by doing CX right. The post Customer Experience By Design appeared first on Doing CX Right.
Advertisement
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
SugarCRM
DECEMBER 28, 2020
As we have developed increasingly complex CRM systems for our customers, we have discovered some universal truths about how to increase user adoption of new technology. Some of these truths are well documented. Involving end-users in system design, gaining consensus among all of the stakeholders in the project, and enlisting a top executive as project sponsor all go a long way toward helping smooth the introduction of a new information system.
SurveySensum
DECEMBER 28, 2020
Are you starting your customer experience journey? Are you planning to implement a VOC program? . Then you have come to the right place. In the last few years, while working with the growth stage companies we observed a few things: . They have created an awesome product. . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers!
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Shopify VP of Engineering Farhan Thawar on why you only need 15 minutes with a candidate to make a hiring decision, and the one thing you should optimize at the expense of all others. Listen to the complete podcast episode of Breakthrough Builders with Farhan Thawar.
Doing CX Right
JANUARY 1, 2021
Sales is nothing like the image you have in your mind. It’s time to unselling. Tune in to learn how you can be more effective at promoting your ideas or yourself. The post How To Sell Effectively in 2021 appeared first on Doing CX Right.
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
SugarCRM
DECEMBER 29, 2020
Did you know that there’s a way to access Sugar, your email, and your other favorite tools with one login? Well, it’s possible, thanks to Sugar allowing the use of Single Sign-On (SSO). Log In. Just Once. Over the last decade, agility became a must in keeping up with technology and the Internet has seen the boost of SAML Single Sign-On. (SSO) is a fast way of authenticating through an identity provider into websites and software with one account of your choice.
Zendesk
DECEMBER 30, 2020
Here are the newest integrations from Zendesk to help your agents and reps provide great experiences. Zendesk SDK for Unity. Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. This lightweight, native SDK allows for easily integrating scalable support without worrying about underlying OS dependencies.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Charlie Sutton, Head of Design at Facebook, about why Apple dominates the tablet market (it’s not what you think), why he says it’s important to remember that most of the work he does will end up in a landfill, and what you’re getting wrong when you think about the future of VR.
ClientSuccess
DECEMBER 28, 2020
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion conversations, customer relationship managers (CSMs) are the true multi-faceted superheroes of SaaS.
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
Expert insights. Personalized for you.
190 
Let's personalize your content