Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Over the last 10 years, this thinking has come undone. Crowded markets mean companies can no longer assume they are the only, or best, choice. The rise of the subscription model challenges businesses to place equal emphasis on conversion and retention , or risk spending themselves into oblivion.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated.

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Contact Center Start-ups Customer Experience 182

Beyond Philosophy

JUNE 13, 2020

The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.

Touchpoint 128

Touchpoint Start-ups CX Customer Experience 128

eglobalis

JUNE 15, 2020

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

Customer Experience 130

Customer Experience Customer Relationship CX 130

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

Intercom, Inc.

JUNE 16, 2020

Today we’re excited to bring you Scale , a place where we explore how industry leaders are propelling their companies forward – by keeping their customers front and center. Too often, when we think about growing our businesses, we focus on the mechanics of growth. How can we drive down our CAC and drive up our LTV? What’s the CTR on our latest customer engagement campaign?

Business Growth 213

Business Growth Customer Relationship Sales 213

Callminer

JUNE 17, 2020

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact center.

Contact Center 182

Contact Center 182

Heart of the Customer

JUNE 18, 2020

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.

CX 107

CX Customer Experience Voice of the Customer 107

Intercom, Inc.

JUNE 18, 2020

Kathryn Finney is an Author, Futurist, and Entrepreneur. Over the course of a 30 year career her work has won her accolades from across the business world and beyond. She may even be our first guest who has been honoured with their own day, with the Borough of Manhattan celebrating “Kathryn Finney Appreciation Day.” Our chat covers her incredible career, her passion for supporting and investing in others, the nature of intersectionality and some really sound advice for how we all can start

Education 170

Education Start-ups 170

Callminer

JUNE 17, 2020

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Text Analytics 182

Text Analytics 182

Fonolo

JUNE 16, 2020

As we speed towards the close of our third official month in lockdown, it’s time to start thinking about the future. And that means thinking about how to transition back to the contact center. But what risks will the post-pandemic contact center manager expect? And how can they mitigate them? Here are the four biggest risks we think face the post-pandemic contact center: Risk #1: A COVID-19 outbreak amongst your staff.

Contact Center 96

Contact Center Technology Technology 96

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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.

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.

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VOC CEM Touchpoint Business Administration 83

Intercom, Inc.

JUNE 18, 2020

Today I’m delighted to share that from July 1, after nearly 10 years as CEO, I’m moving into the role of Chairman of Intercom, and am thrilled to announce that Karen Peacock, our COO, will become our new CEO! Here are the emails we sent to the company this morning. Eoghan’s email. Friends, Thanks so much for your time at All Hands. Here’s a summary of what was shared.

Start-ups 132

Start-ups Business Growth Innovation Sales 132

Callminer

JUNE 15, 2020

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

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Customer Bliss

JUNE 17, 2020

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.

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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

The DiJulius Group

JUNE 17, 2020

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Part. Read Full Article. The post What You Should Always and Never Do in Remote Meetings: Part 2 appeared first on The DiJulius Group.

Customer Experience 68

Customer Experience 68

Totango

JUNE 19, 2020

Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, but I laughed, I cried, and I learned a lot about overcoming adversity. If you didn’t get a chance to attend, I highly recommend watching the replay on our YouTube Channel, Everything Customer Success. . This week we were joined by Guy Nirpaz, CEO at Totango, as he kicked off the conversation about the role of businesses and where their focus should be du

Hospitality 62

Hospitality Hospitality Technology Technology 62

Callminer

JUNE 17, 2020

Learn more about machine learning algorithms and their current uses in a variety of industries.

Machine Learning 182

Machine Learning ML 182

Comm100

JUNE 15, 2020

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

Data Entry 64

Data Entry AI Start-ups Engineering 64

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

The DiJulius Group

JUNE 17, 2020

Today’s guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle’s Best, and Restaurants Unlimited. Craig is the embodiment of world-class customer service. It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey. Rather, it’s a.

Customer Service 65

Customer Service 65

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. Please tell us about your role and the team/technology at TeamSupport. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate

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B2B B2C Sales Technology 64

InteractionMetrics

JUNE 19, 2020

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’. Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

Steven Van Belleghem

JUNE 16, 2020

We obviously talked about the highly transformative times we’re experiencing today and how – in an incredibly short period of time – the corona crisis proved to be a really interesting trigger for behaviour change in how we work, live and shop. This has been a challenge for retail, but it is just as much an opportunity, with the statistics to prove it.

Retail 52

Retail E-commerce Start-ups Technology 52

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

The DiJulius Group

JUNE 18, 2020

Are you too focused on customer service so much so that you’ve pretty much lagged behind on employee experience? Employee and customer relationships are critical and that’s why you need to maintain them. When you build a world-class internal culture, what’s experienced on the inside will be experienced on the outside. It’s Worth the Investment!

Customer Experience 59

Customer Experience Customer Relationship Customer Service 59

TeamSupport

JUNE 18, 2020

In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? It can be difficult to pinpoint exactly which businesses will be impacted the most and to what level they will need to alter budgets. Here are some tips for working with current customers during uncertain economic times: Reach out and check in on each B2B customer – Every company is different, and

Sales 59

Sales B2B Customer Experience Finance 59

Comm100

JUNE 15, 2020

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

Data Entry 52

Data Entry AI Start-ups Engineering 52

Qualtrics

JUNE 17, 2020

Want to understand more about diversity and inclusion ? One small step to take today is to diversify your social feeds. Here are some crucial thought leaders to start following today. Learn strategies to create a culture of inclusion in this X4 session. We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity.

Education 61

Education Start-ups Gaming Customer Relationship 61

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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

Knowmax

JUNE 19, 2020

The Role of 5G & Challenges in 5G Adoption by Customers.

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TeamSupport

JUNE 16, 2020

This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by the major fluctuations in consumer trust. However, even in these times, there are strategies to build stronger post-sale customer relationships the right way from day one. Let’s look at how businesses can successfully work with new customers to create a strong foundation for moving forward even during uncertain economic times.

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Sales Customer Experience Customer Relationship Engineering 59

SugarCRM

JUNE 18, 2020

Practical Ways to Start Small for Big Change. Customer experience is critical, not only now but always. However, during periods of increased business uncertainty, organizations become hyper-aware of their customer experience and customer retention rates. How are the renewals? Are customers happy? Are we doing enough to make them feel empowered and enabled?

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Customer Experience CX CRM Start-ups 34

Qualtrics

JUNE 17, 2020

Is your company fully leaning into workplace diversity and inclusion? It not only creates a sense of belonging for your people, but also gives your company a competitive advantage. Here’s a closer look at the benefits of diversity and inclusion – and steps for achieving your D&I goals. If your company’s diversity and inclusion program aspires to go beyond the silo of HR – and achieve its mission of attracting, retaining , and developing diverse talent – read on.

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Start-ups Education Innovation 39

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