CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 18, 2019
Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with redaction could've avoid this risk.
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Intercom, Inc.
AUGUST 22, 2019
I’m excited to be joined today by Intercom’s own Jonathon Colman, a senior designer who came to us by way of the Nature Conservancy, REI and five and a half years at Facebook, where he most recently worked as a UX Content Strategy Lead for Marketplace. Since coming aboard in December, he’s influenced us with his thinking about the possibilities within the nascent field of content design.
Beyond Philosophy
AUGUST 23, 2019
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.
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CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 20, 2019
CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience.
Heart of the Customer
AUGUST 22, 2019
Actually, they’re already here. But are you aware of them? Today, I’m flying back from the CCW’s Executive Exchange. I not only enjoyed speaking at the event, but also the opportunity to attend its presentations. The audience was primarily made up of contact center leaders, each having a lot to say– and do –about the […]. The post The Bots are Coming!
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.
Myra Golden Media
AUGUST 19, 2019
Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too.
The DiJulius Group
AUGUST 21, 2019
Restaurant Has Customers Paying $300+ Per Plate Eleven Madison Park, a restaurant in New York, is disrupting the traditional stuffy fine dining experience. The key to their success? The restaurant employs three Dreamweavers, whose sole task is to create unique experiences for their customers. I love what owner Will Guidara says, “I think if you. Read Full Article.
Fonolo
AUGUST 21, 2019
It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report). There is also interest from Mitel, first reported in April and then reported again – more definitively – this week. (We wrote about an Avaya-Mitel tie-up here: Ghost of Nortel Returns Comes Home.).
TeamSupport
AUGUST 23, 2019
For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process. You’re never quite sure if the customer is ready to end the conversation and you’re saying too much, or if you haven’t said enough and the customer will be unhappy.
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.
ClientSuccess
AUGUST 21, 2019
When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations.
Customer Bliss
AUGUST 20, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents. Most big box stores sell a 24-pack of bottles like these for about eight bucks or 33 cents a bottle?
Fonolo
AUGUST 20, 2019
Here’s a sad (but true) story: The dog days of summer are almost at an end. As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls.
ModSquad
AUGUST 20, 2019
How well are you taking care of customers with your inbound customer service program? Like most forward-thinking organizations taking incoming customer calls, you likely understand that your support agents are an essential part of your team. By providing strong, customer-friendly support, you’ll solidify relationships with your audience and keep your company headed in a positive direction.
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?
ClientSuccess
AUGUST 21, 2019
Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling out an ongoing schedule of training and customer support.
Customer Bliss
AUGUST 22, 2019
As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. I thought this concept would be worth briefly discussing (and revisiting), especially as I came across NJ Goldston’s, 5 Strategies on How to Stay Ahead of Customer-Driven Disruption on Forbes.
Hodusoft
AUGUST 23, 2019
That businesses benefit by switching over to IP-PBX software is proven beyond doubt. Even those engaged in providing VoIP services and ITSPs can grow their business by using IP PBX software with the right set of features. Adding IP PBX software for value addition ITSPs and VoIP service providers are primarily in the business of providing communication facilities to their enterprise clients and also to smaller businesses as well as individual entrepreneurs.
Allen Speaks
AUGUST 19, 2019
My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today's article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2. Engage Employees Who Will Engage Customers 3. Be Millennial Savvy 4.
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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
ModSquad
AUGUST 20, 2019
How well are you taking care of customers with your inbound customer service program? Like most forward-thinking organizations taking incoming customer calls, you likely understand that your support agents are an essential part of your team. By providing strong, customer-friendly support, you’ll solidify relationships with your audience and keep your company headed in a positive direction.
Comm100
AUGUST 20, 2019
If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier. 67% of consumers cite inconsistent experiences as a reason for churn, so when it comes to developing a strategy, contact center managers need to be looking at the customer experienc
Confirmit
AUGUST 19, 2019
There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle. Just as with any puzzle, there is a path to success - and a little guidance can be invaluable. Before I joined Confirmit as a CX Consultant, I was a practitioner at both small and large companies, working on B2B and B2C programs in a variety of industries.
DMG Consulting
AUGUST 19, 2019
DMG in the Wall Street Journal. View this document on the publisher’s website.
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
Qualtrics
AUGUST 21, 2019
Where do you start with Jay Baer? New York Times best-selling author of 6 books? 7th-generation entrepreneur? Founder of 5, multi-million dollar companies? Or how about the fact he’s advised over 700 companies in his time including Nike and The United Nations? When it comes to CX , few people live and breathe it quite like Jay, and he’s not shy in sharing his views whether it’s in printed form or through his Talk Triggers show on YouTube or hosting the award-winning podcast, Social Pros.
Intercom, Inc.
AUGUST 20, 2019
There’s been a lot of discussion around the role of SDRs in modern sales, and what’s changed about the role over the past decade. Buyers now have more information than ever before, inbound and outbound SDRs have to change their approach to capture buyer interest and add value, and the skill set needed to be successful has changed. However, one thing that hasn’t changed is the following: almost every SDR’s goal is to be promoted into a closing sales role, usually as fast as possible.
SugarCRM
AUGUST 20, 2019
If you read our recent recommendations on proven customer service strategies, you know how important it is to apply similar tactics across your entire organization: How Customer Service Builds Your Brand. You Should Be Doing Customer Service Like These 2 Companies . Lessons From 2 More Top Customer Service Companies. While many of the methods described in these posts are rooted in the theories of thought leaders, there’s data to back them up, too.
Callminer
AUGUST 19, 2019
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge. Yet, this is far from a standalone event when it comes to the privacy of sensitive customer data captured through voice channels or text.
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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