Callminer
APRIL 22, 2019
Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.
CX Accelerator
APRIL 25, 2019
This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.
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Intercom, Inc.
APRIL 22, 2019
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. For Rick Nucci, customers will win as long as AI empowers employees to do more of what they do best – that is, dealing empathetically with other humans – while skipping tedious busywork that could be handled just as well by a bot.
Beyond Philosophy
APRIL 25, 2019
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Callminer
APRIL 23, 2019
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.
CX Accelerator
APRIL 23, 2019
In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 25, 2019
It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. The individuals in the following stories were so moved by their experiences that they felt compelled to share them with the vast digital world, and of course with their family and friends.
Kerry Bodine
APRIL 25, 2019
I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.
Totango
APRIL 26, 2019
Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.
Heart of the Customer
APRIL 25, 2019
We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]. The post May is (Journey) Mapping Month!
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.
UJET
APRIL 26, 2019
The smartphone is the center for most consumers. It connects across multiple channels like email, phone calls and texting. The smartphone is supplemented by more internet-connected devices to automate and streamline consumers’ lives.
Fonolo
APRIL 24, 2019
It seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and sp
Chip Bell
APRIL 23, 2019
Your mother likely told you that you did not get a second chance to make a good first impression. That is literally true but may not be completely accurate in its intent. But, the point of the power of first impressions is a solid one. And, one to be carefully considered as a service provider. The power is amplified if your first impression helps tell your story.
Customer Bliss
APRIL 25, 2019
“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.
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Provide Support
APRIL 26, 2019
Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed.
Fonolo
APRIL 23, 2019
It’s getting warmer, which means this year’s vibrant trade show season is upon us! And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. This time, Fonolo will be spreading joy at booth #909!
The DiJulius Group
APRIL 24, 2019
In an interview with the NY Times, Walt Bettinger, CEO of Charles Schwab, said early on he assumed his employees only cared about themselves and didn’t want to hear about him. “But one of the lessons I learned is that, in the transition from management to leadership, I had to open up. I had to. Read Full Article. The post Vulnerability Is A Strong Leadership Trait appeared first on The DiJulius Group.
Totango
APRIL 25, 2019
Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions.
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.
CSAT.AI
APRIL 24, 2019
Quick Take for marvelous customer experience: Higher – Better quality service – Omnichannel – Upgrading Further – Above and beyond service – Prevention – Gamification – Personalization Faster – Faster service – Quicker resolution. Captain Marvel is not only a powerful super heroine, her catchphrase has business applications – higher, further, faster.
Steven Van Belleghem
APRIL 23, 2019
Appoint friction hunters. Lately, I’ve been playing with this new theory. I believe that a lot of companies would benefit from hiring friction hunters : highly inquisitive, critical, people-sensitive and data-driven investigators who are responsible for chasing down the types of corporate processes that historically grew into a certain shape but are no longer relevant in that way.
TeamSupport
APRIL 26, 2019
Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.
Customer Bliss
APRIL 23, 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. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk.
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?
CX Journey
APRIL 24, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.
ProProfs
APRIL 23, 2019
Did you know companies that use talent assessment tools are 36% more likely to be satisfied with their new hire? And, trainees and students who are assessed through online tests and quizzes tend to perform better in classrooms? Until a few years ago, educators and trainers relied on the age-old methods of assessments i.e., paper-based tests or quizzes.
Kerry Bodine
APRIL 25, 2019
I’m thrilled to announce the addition of Jade Mulé to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.
Help Scout
APRIL 23, 2019
Every team needs a shared mission. Just as important, every team needs guiding principles that ensure they’re fulfilling their shared mission in the best way possible. A customer service philosophy is just that. It ensures that support professionals not only focus on the same goal, but that they understand the holistic approach to achieving that goal.
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.
Hodusoft
APRIL 23, 2019
It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. If contact centers have not yet made the transition to incorporating video chat in their operations, it is time they did. Typical legacy contact center software Typical contact center software has a defined set of features.
Confirmit
APRIL 22, 2019
Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. And it’s so successful that their CEO has decided to replicate it in their subsidiary companies. DOWNLOAD.
InteractionMetrics
APRIL 21, 2019
On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening". The post Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles appeared first on Interaction Metrics.
Qualtrics
APRIL 25, 2019
There is a discord among corporate diversity and inclusion (D&I) initiatives. Just 1 in 10 D&I programs reach maturity in the workforce. This is despite 87% of organizations stating it as a value or priority area. It’s a sobering stat, and one which is going to take on greater importance as younger generations – millennials through to Generation Z – become the dominant groups within the workforce.
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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
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