3 Potential Pitfalls of DIY Speech Analytics
Callminer
MAY 14, 2019
Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they have tried.
Sat.May 11, 2019 - Fri.May 17, 2019
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The art of the customer follow-up and delightful customer service
Intercom, Inc.
MAY 15, 2019
Part of the ritual of eating a meal in a good restaurant is the waiter asking if you’re enjoying your food and if there is anything else they can get for you. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support.
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Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool
Fonolo
MAY 16, 2019
Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.
Companies Use AI to Enhance Customer Service Experience
Uniphore
MAY 13, 2019
In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time. Read More.
Reimagine Your Communications With A Unified Platform
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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.
Video Games versus Customer Service
Taylor Reach Group
MAY 14, 2019
by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to a P.O.
A behind-the-scenes look at building Product Tours
Intercom, Inc.
MAY 16, 2019
That’s why we recently launched Product Tours , a dead-simple onboarding tool featuring a code-free tour builder, error notifications and quick-start templates. As our Design Lead Gustavs Cirulis shared recently, the development of the product did not come without its own challenges. So I hosted our Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews on the podcast today to get the behind-the-scenes look at how this product came to life.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Creating a Frictionless Experience
Beyond Philosophy
MAY 17, 2019
Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” Why? All customers want their experiences to be easy. When things aren’t easy in a given moment, we describe that as friction.
Three Ways To Fix the Escalation Problem
Myra Golden Media
MAY 13, 2019
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.
The Most Important Customer Success KPIs You Should Be Tracking
Totango
MAY 14, 2019
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? One way is to use key performance indicators (KPIs) to make an abstract concept, like customer success, quantifiable. There are many different KPIs, and each evaluates progress toward goal completion from a different angle.
Will Robotic Process Automation Replace Human Workers?
DMG Consulting
MAY 16, 2019
Will Robotic Process Automation Replace Human Workers? 4/25/2019. 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.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
How Simple, Daily Huddles Make Your Business Better
The DiJulius Group
MAY 15, 2019
My clients always say that implementing daily huddles is the best decision they made in regards to their customer experience journey, but arguably the most difficult. And I agree with them, it is a challenge to get everyone to commit to adding another meeting to their jam-packed schedules. Everyone is so busy that you. Read Full Article. The post How Simple, Daily Huddles Make Your Business Better appeared first on The DiJulius Group.
How to Prepare Your Employees to Get An Angry Customer to Back Down
Myra Golden Media
MAY 13, 2019
Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….” and “I realize this whole thing has been frustrating for you.”. She’s leaning in toward her computer and listening to the customer.
Report from Day 2 of the CXPA Insight Exchange
Heart of the Customer
MAY 16, 2019
We had a keynote from Geeta Wilson, a great sharing from Foot Locker, and said good-bye to the CXPA’s rock Lesley Lykins. HoC team members Ben London and Diane McManman and I posed with her as we said good-bye. The post Report from Day 2 of the CXPA Insight Exchange appeared first on Heart of the Customer.
3 Actions to Take to Honor Customers as Assets
Customer Bliss
MAY 15, 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?
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Survey Shows Call-Back Deployments Have Doubled in Some Regions
Fonolo
MAY 14, 2019
More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers.
What I Wish Everyone Knew About Getting Angry Customers to Back Down
Myra Golden Media
MAY 13, 2019
Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream. Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. Let me unpack this.
Report from Day 1 of the CXPA’s Insight Exchange
Heart of the Customer
MAY 15, 2019
Jim checks in after Day 1 of the CXPA’s annual Insight Exchange, where he is this year’s host. It includes information about story-telling, Ian Golding, and AirBNB. The post Report from Day 1 of the CXPA’s Insight Exchange appeared first on Heart of the Customer.
How to strengthen your branding for the age of automated buying
Steven Van Belleghem
MAY 13, 2019
Change the channel. Branding used to be all about presence in shops and classic advertising: shelve space and air time were the best ways to get your brand out there. But in the virtual world, we’ll need to approach our advertising differently. And that’s something that we’ll need to start experimenting with now. On Saturday February 2, the world’s largest ever virtual concert took place within the video game Fortnite: no less than 10 million people streamed the 10-minute DJ set by Marshmello, w
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
Leaders Need to Show, Not Just Say
CX Journey
MAY 15, 2019
Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:
How to Build Your Customer Success Forecasting System with Eleanor O’Neil
Customer Bliss
MAY 17, 2019
“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.
Jeff Toister Keynote at ICMI Contact Center Expo 2019 – Hidden Obstacles to Outstanding Customer Service
CX Accelerator
MAY 15, 2019
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.
How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy
ClientSuccess
MAY 14, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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
Getting Ahead: Technology for Corporate Research
Confirmit
MAY 16, 2019
Increasingly empowered consumers and ever-changing markets mean global corporations need to rethink how they do business. In their recent Industry Outlook Report, Deloitte highlights the value that “Enabling Technologies” provide to support business improvements at every level. Specifically, they point out that companies leveraging “enabling technologies” can: Act faste r: quickly gather data, analyze it, and pivot as necessary.
Corporate Training Software: What It Is and Why You Need It
ProProfs
MAY 17, 2019
An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. – Jack Welch, former chairman & CEO, General Electric. Employee training, as most organizations know it, is laborious. But research by Middlesex University found that 56% of HR managers consider training & development (L&D) to be an essential business enabler.
Interactive Data is the Future, Here’s Why
InteractionMetrics
MAY 15, 2019
Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what
Leaders Need to Show, Not Just Say
CX Journey
MAY 15, 2019
Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:
Mapping Digital Transformation: Retail’s Strategic Shift
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
UPCOMING: Insight into the Digital Consumer
Confirmit
MAY 16, 2019
Webinar Details. Date: Thursday, May 30th. Time: 11am EDT. Register Now. Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make.
Geoff Ho, PhD, Director of Organization Development Research, at Rogers Communications: Why HR is the secret sauce for innovation
Qualtrics
MAY 15, 2019
In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover. How Rogers enables employees at every level to have their voices heard.
Interactive Data is the Future, Here’s Why
InteractionMetrics
MAY 15, 2019
Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what
Aetna’s Mindfulness Initiative Leads to Unique Employee Engagement
1 to 1
MAY 14, 2019
In today’s job market, what constitutes an engaging employee experience is constantly redefined. There was a time where a fun lounge area with games and snacks was viewed as a key factor in retaining employees. But look at Google. For all its hip attempts to create a fun work environment, it has one of the lowest median employee tenures at little over a year, according to PayScale.
Your Expert Guide to CX Orchestration & Enhancing Customer Journeys
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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