CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.
Callminer
DECEMBER 30, 2018
CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!
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Beyond Philosophy
JANUARY 2, 2019
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The second was from Forrester , and it said the same thing: no increases in Customer Experience improvements.
Intercom, Inc.
JANUARY 2, 2019
In 2018, we doubled the size of our R&D teams to continue building best in class products with non-stop innovation. We strive to let our product do the talking. We opened our new office in Sydney and expanded our presence in London to broaden our coverage and attract new talent. We also raised $125M in a Series D to fuel the next chapter of Intercom.
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Heart of the Customer
JANUARY 3, 2019
As you head into the new year, here’s some Heart of the Customer favorites to add to your 2019 reading list. Corey Pawlak She’s Not Mad. She’s Just Not Using Exclamation Points was a fun read, written by a woman who quit “cold turkey” using exclamation points in her communications for a month and the responses […]. The post New Year Must-Reads from Heart of The Customer appeared first on Heart of the Customer.
Totango
JANUARY 4, 2019
‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JANUARY 4, 2019
No matter how internal a decision you make seems, it always has an external effect on your customers. The interactions that your customers have with your support team shape how they think and feel about your product. In my talk at the Inside Intercom World Tour , I shared 5 lessons we’ve learned about growing our support team and how to manage making internal decisions and their effects on our customers.
ProProfs
JANUARY 3, 2019
If your employee training is not delivering the desired results, the problem most likely lies in the training tools and methodology you utilize. In such a situation, it is necessary to identify whether you need to overhaul your current employee training program. You can bank on a Learning Management System (LMS) for an effective and sustainable outcome.
DMG Consulting
JANUARY 4, 2019
IVA Is the Future of Voice Self-Service. By Donna Fluss. View this document on the publisher’s website. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings.
Myra Golden Media
JANUARY 4, 2019
We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Foreseeable – Your expectations must be clear, so no one is surprised.
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.
Customer Bliss
JANUARY 3, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customers That Stick
JANUARY 3, 2019
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DMG Consulting
JANUARY 4, 2019
Smarter Bots Mean Greater Innovation, Productivity, and Value. By Donna Fluss. View this document on the publisher’s website. The bots are marching in, a trend that is going to continue at an increasing pace as the use cases for robotics expand to address opportunities throughout organizations. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees.
Confirmit
JANUARY 2, 2019
For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. CX professionals and providers of services and solutions that support the customer experience have known this for years, of course, but something has changed.
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.
Customer Bliss
JANUARY 4, 2019
Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you! I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital.
TeamSupport
JANUARY 4, 2019
Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. You know this. But, knowing something and doing something to make it happen are two different things. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.
DMG Consulting
JANUARY 4, 2019
Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. It’s a year in which the number of contact center seats worldwide is expected to remain flat as assisted and unassisted automation replaces the need for some agents.
Chip Bell
JANUARY 1, 2019
It had been raining for days…hard at times. The soccer fields were saturated. But, a day of laser sunlight made a soccer game possible. One side of the field was relatively dry; the other had a few mud holes in low places…like right in front of the goal. My youngest granddaughter, Cassie, was a forward and got lots of play action. But, it required playing in the mud on a breezy day.
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?
Hodusoft
JANUARY 2, 2019
If the contact center software is at the heart of call center operations then the skill mapped automatic call distribution (ACD) feature is the core of the software and can be leveraged to give customers a fine experience in addition to optimizing agent usage. AI is making inroads virtually everywhere and CC solutions are not immune. If you opt for AI-powered ACD then your operations become so much smoother, faster and satisfactory for customers as well as agents.
Help Scout
DECEMBER 29, 2018
Choosing the right help desk software for your company can be daunting. Every provider has its own page of checkmarks demonstrating how their product is at least three ticks better than anyone else’s. The help desk you choose can’t deliver great customer service for you, but it is a critical early step in setting up customer support at your company.
CX Journey
JANUARY 2, 2019
Image courtesy of Pixabay What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!
Qualtrics
DECEMBER 31, 2018
At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where and how to have this experience and then let us know what they learned. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
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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
Intercom, Inc.
JANUARY 3, 2019
Our conversation comes from the value we have at Intercom to continuously share the lessons we’re learning about growing our product and our team. Short on time? Here are five quick takeaways: As our pace of shipping increases, it’s important to take the time to understand the difference between output and outcome. Are people using the things you shipped?
Customer Service Life
JANUARY 1, 2019
This article was originally published on CustomerThink on October 12, 2018. Click here to read the original post. Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the customer service team that drives the sort of customer experience they want to deliver. Of the many different topics we discuss in those conversations, one of my favorites is asking them to talk about the voice and style we should use when communicating with thei
ClientSuccess
JANUARY 4, 2019
For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.
Qualtrics
JANUARY 3, 2019
At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where, and how to have this experience and then let us know what they learned. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
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
Help Scout
DECEMBER 29, 2018
There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down. Luckily, there are a few universal skills that every support member can master that will dramatically improve their conversations with customers.
SugarCRM
JANUARY 4, 2019
I know we all get a bit weary of the “New Year Predictions” posts and articles. But I do want to posit a bit of prognostication, if I may, for the coming year. I do believe that in 2019, we will see a lot of development around the concept of the “Recurring Customer.”. So, what is the “Recurring Customer?” If you joined us for SugarCon 2018, the following will not be entirely new to you.
C3Centricity
DECEMBER 31, 2018
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. This year has been a particularly successful year for C3Centricity, with many of our newest post getting the top scores globally.
Qualtrics
JANUARY 2, 2019
It’s become very clear that AI’s growth in business is being driven by Customer Experience (CX). In fact, Gartner says that CX will represent the majority of AI business value through 2020. And with AI business value estimated at $1.2 trillion in 2018, we’re talking about huge sums of money. CX practitioners have been early adopters of AI, seeing its opportunities before many others and using the technology to better serve customers.
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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