Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021. Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, e

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Adrian Swinscoe

OCTOBER 1, 2021

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk […]. The post The only thing that limits you on a no code platform is your imagination – Interview with Pierce Buckley of babelforce first appeared on Adrian Swinscoe.

CX 190

CX 190

Shaun Belding

SEPTEMBER 28, 2021

Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 162

Customer Service 162

Inside Customer Service

SEPTEMBER 30, 2021

Many trainers are familiar with the acronym KSA. It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things. Knowledge is generally understood as information, such as the steps in a procedure or different product attributes. But what about skills and abilities?

Customer Service 148

Customer Service 148

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Customer Think

SEPTEMBER 27, 2021

AI has progressed significantly since then, and it is now employed in a wide range of applications. FinTech are particularly interested in it, either to develop it or to utilise it themselves, because it has so many useful applications. Traditional financial services have traditionally dealt with huge amounts of data that must be processed with […].

ML 145

ML AI Technology Technology 145

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

Technology 136

Technology Technology 136

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

Customer Service 138

Customer Service Technology Technology Start-ups 138

Customer Think

SEPTEMBER 29, 2021

Your call center agents are the lifeblood of your contact center. They have a huge responsibility to represent your brand during a customer’s time of need and frustration, all while actually solving a customer service issue in real-time. Now that’s a tall order. Whatsmore, positive and negative experiences with your call center agents have a […].

Contact Center 141

Contact Center AI Customer Service 141

Myra Golden Media

OCTOBER 1, 2021

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Customer Experience 124

Customer Experience 124

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

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

Shep Hyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Hospitality 137

Hospitality Hospitality Manufacturing Retail 137

Customer Think

SEPTEMBER 27, 2021

It feels like we just started planning our marketing strategy for 2021, but here we are, getting ready for 2022. If you’re like most people, your goal is to start the new year strong with robust marketing strategies designed to help you secure more leads, sales, and engagement. The various evolutions in technology, business models, […].

Sales 139

Sales Technology Technology 139

Steven Van Belleghem

SEPTEMBER 29, 2021

Follow the data. Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. And so the retail giant has successfully invested a lot in creating an intelligent flow in a fully integrated data system. An example are the “internet of things” sensors across over 2,200 trailers to give real-time information around the quality and freshness of its deliveries.

CX 123

CX Healthcare Retail Innovation 123

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C CX B2B Customer Experience 103

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Shep Hyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Customer Think

OCTOBER 1, 2021

The saying “The customer is always right” remains true; Keeping customers happy is a crucial part of any business. One of the best ways to stay in tune with your customers is by nurturing the customer experience. Understanding customer experience can be a transformative tool that will help you cater to your customer’s needs. Customer […].

Customer Experience 137

Customer Experience Customer Loyalty 137

Shaun Belding

SEPTEMBER 27, 2021

Here are five books that can help you boost your customer service skills and improve your relationship with your customers.

Customer Service 113

Customer Service Customer Experience 113

Doing CX Right

SEPTEMBER 26, 2021

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

Social Media 111

Social Media Customer Service Customer Relationship CX 111

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

SEPTEMBER 27, 2021

There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing and Leif Babin. During a Navy SEALs BUD/S training, SEAL candidates were grouped into boat crews of seven men and assigned to an inflatable boat that weighed more than 200 pounds. The most senior-ranking. Read Full Article. The post Does Culture & Performance Follow the Team or Leader?

107

107

Customer Think

SEPTEMBER 27, 2021

People searching for keywords and phrases related to your website or business on Google are potential buyers who are looking for solutions. Thus, having a robust SEO strategy to derive traffic to your site is a must. More than 65% of the buyers or customers don’t go past the first 5 Google search results and […].

129

129

Conversocial

SEPTEMBER 30, 2021

Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out. In the past 18+ months, consumer habits have shifted overwhelmingly to the digital realm.

Start-ups 105

Start-ups Customer Relationship Customer Experience 105

Aquire

SEPTEMBER 30, 2021

In this digital era, ecommerce has become the most preferred shopping method for many people. The trend of ecommerce is continuously rising and it is showing no sign of slowing down. Online shopping is changing the way people purchase items. So to stay ahead of the competition it is necessary that you implement live chat for ecommerce to improve customer experience and drive more sales.

Sales 98

Sales E-commerce Social Media Customer Retention 98

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

Logicalware

SEPTEMBER 28, 2021

If you manage a contact centre, then you know just how busy they’ve become this year. Customers are more demanding than ever. New channels have emerged. Teams are now working at home and in the office. Agent wellbeing has become a top priority. And the very role of the contact centre is evolving. It’s incredible to think (if you can find a spare moment, that is!

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

Customer Think

SEPTEMBER 27, 2021

Over the past ten or so years, the term “customer delight” has become ubiquitous in customer experience and service organizations. Take a look at this very site: “Delighting the customer,” or some variation of those words, shows up in literally hundreds of CustomerThink articles. I remember one client who said, “If I want to be […].

Customer Experience 129

Customer Experience Customer Loyalty 129

Execs In The Know

SEPTEMBER 28, 2021

To many, AI is an intangible and mysterious concept. Because there is a lack of understanding about how it works, it can be impossible for business leaders to conceptualize the potential benefits. However, users of Intelligent Virtual Assistants (IVA) powered by Conversational AI observe a 64% greater year-over-year increase in annual company revenue while increasing customer profit margins by 64% as well, according to an Aberdeen report.

Technology 98

Technology Technology AI ML 98

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. Businesses have long been crunching the numbers to calculate their NPS, but have they really been doing it right? To help you measure and improve NPS effectively, we put together a guide.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

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

Zonka Feedback

OCTOBER 1, 2021

In the last few decades, the healthcare industry has completely evolved. The words like x-rays, genome mapping, organ transplant, etc. that are flung around casually now stem from what were once the greatest innovations in the healthcare industry. But this isn’t the only change; patient experience has become as important as medical care. So much so that patients are willing to pay more in exchange for an overall satisfactory experience.

Healthcare 98

Healthcare Innovation 98

Customer Think

SEPTEMBER 29, 2021

Brand trust is something that a business cannot simply purchase and is built throughout a company’s interactions with its consumers. Everything from the first website or store visit to customer service requests has an effect on brand trust and how a consumer views a company. Solid brand trust is one of the most important aspects […].

Customer Service 121

Customer Service Customer Loyalty 121

CommBox

SEPTEMBER 26, 2021

Loyalty programs are one of the best marketing strategies that businesses can use to build customer’s trust while maintaining their brand value. To create a successful loyalty management platform, it is vital to focus on online and offline communications channels and create an omnichannel customer experience. . Today’s customers prefer to communicate with businesses using their communication medium.

Omnichannel 98

Omnichannel Customer Loyalty AI Customer Experience 98

Help Scout

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

Customer Service 123

Customer Service 123

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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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