Uniphore
SEPTEMBER 13, 2018
Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.
Intercom, Inc.
SEPTEMBER 12, 2018
In many ways, how we do business today is a model of efficiency and convenience – people come to our websites and we sell to them. That interaction is increasingly being conducted over live chat , and at Intercom, we strive to make those interactions as personal as possible. As this mode of business has evolved, however, there are two unavoidable facts that we sometimes prefer to ignore.
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Beyond Philosophy
SEPTEMBER 14, 2018
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.
ProProfs
SEPTEMBER 12, 2018
Whether you are an educational or a corporate trainer, you realize the importance of adding a certification feature to your online course(s). Earning certifications from online training programs is one reason why your learners pursue e-learning. Adding some form of examination or test to the online course plays a critical role in certifying your learner.
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Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions.
Intercom, Inc.
SEPTEMBER 10, 2018
For a long time, many companies had only one way to capture visitors to their website: contact forms. Lengthy lead forms became the lifeblood of modern customer acquisition. But more and more businesses are starting to ask, why do we make people fill out forms just to talk to us? Why aren’t we trying to connect and speak with them when we have their attention?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
TeamSupport
SEPTEMBER 14, 2018
While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Maybe it’s just a few more positive reviews to hit a milestone or one more contract renewal to break even! Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses alread
Fonolo
SEPTEMBER 13, 2018
I’m sitting here in Canada, a vast country with an ever-debated culture. Part of that debate is our collective, enduring love of hockey, one that sometimes puzzles me. It’s not unheard of to read sentiments like “ Hockey, what is wrong with you? ” or “ Hockey, I’m through with you ” in major Canadian publications in recent years. There are also subsets that are rather grim about its future.
Intercom, Inc.
SEPTEMBER 10, 2018
As engineers, one of the fundamental things we have to learn is the extent to which we can break things – how do we get the right balance between shipping safely and shipping fast? Before I joined Intercom, I thought of shipping as somebody’s else concern – I built things, but other people shipped them. It was a slow process, requiring a full team merging branches and deploying to production.
Myra Golden Media
SEPTEMBER 8, 2018
When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice.
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.
ProProfs
SEPTEMBER 14, 2018
You might be surprised to learn that modern technology does not replace the traditional methods. Instead, it works hard to find a new approach which is a perfect blend of old-school norms and modern teaching aids. Pretty contrasting to the popular belief, don’t you think? Yes, blended learning software is a progeny of the education system which has gone digital.
Fonolo
SEPTEMBER 12, 2018
Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.
Lumoa
SEPTEMBER 10, 2018
What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.
Totango
SEPTEMBER 12, 2018
The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity.
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.
ProProfs
SEPTEMBER 12, 2018
Whether you are an educational or a corporate trainer, you realize the importance of adding a certification feature to your online course(s). Earning certifications from online training programs is one reason why your learners pursue e-learning. Adding some form of examination or test to the online course plays a critical role in certifying your learner.
Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions.
Kerry Bodine
SEPTEMBER 9, 2018
We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. The Always Up-To-Date Guide To CX Events: We’re aiming to deliver your definitive guide for customer experience networking and education.
ClearAction
SEPTEMBER 10, 2018
How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a clay pottery wheel explains: “The pot is only as true and as strong as the centering. This is a very critical step as it is the foundation of the pot.”[1] “The first thing a potter will tell you is that an uncentered piece is a worthless and ugly one.
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?
Confirmit
SEPTEMBER 10, 2018
Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition… This on-demand webinar dives into some of the most interesting solutions used in Corporate Research, providing tangible examples and use cases showing how companies have leveraged technology to address some of their biggest business cha
ClientSuccess
SEPTEMBER 12, 2018
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.
Kerry Bodine
SEPTEMBER 9, 2018
We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. The Always Up-To-Date Guide To CX Events: We’re aiming to deliver your definitive guide for customer experience networking and education.
Comm100
SEPTEMBER 10, 2018
Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can friction be defined? According to the Cambridge Dictionary, the word “friction” has two definitions: The force that works against an object as it slides along the surface of another object or moves through a liquid or gas; or. A disagreement or dislike caused by people having different opinions.
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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
Customer Bliss
SEPTEMBER 11, 2018
In my new 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. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.
Waypoint Group
SEPTEMBER 12, 2018
What’s a good NPS score? How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say something like “30” but it’s not that easy in B2B. The key metric, especially for growing B2B companies, should be an accelerated rate of profitable growth. When it’s trending up, NPS should be a leading indicator of expansion opportunities, reduced churn, lower cost to serve, and a higher volume of prospects in the top of the funn
Help Scout
SEPTEMBER 11, 2018
Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New ??. Beacon is now available! As of this week, Beacon is available for all new accounts, and about 2,000 existing customers so far. How can you join the Beacon party? It’s easy. New customers : sign up here.
Confirmit
SEPTEMBER 10, 2018
I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. It was an outstanding event, and I felt compelled to highlight the great insights I heard during a passionate panel presentation entitled “Driven by Purpose: Tools, Tips, and Tricks on Employee Engagement from the Public Sector” Moderated by Vince Vu from the Performance and Strategy function at King County, an interesting point arose early in the session.
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
UJET
SEPTEMBER 14, 2018
You're only as good as the tools in your toolbox.
CX Journey
SEPTEMBER 12, 2018
Image courtesy of Pixabay What is a Culture Committee? And do you need one? (The short answer is "Yes!") Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee.
Heart of the Customer
SEPTEMBER 11, 2018
Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth. Access it here: How to Select a CX Platform for Maximum Impact. The post Do you have what it takes to succeed at CX?
Confirmit
SEPTEMBER 9, 2018
The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
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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