Sat.Jun 23, 2018 - Fri.Jun 29, 2018

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Continue, Stop, Start: a new take on retrospectives

Intercom, Inc.

When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. Instead, they look for patterns and frameworks that are widespread and valuable. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.

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CallMiner Named a Leader in AI-Fueled Speech Analytics

Callminer

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

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Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.

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Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.

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From Data to Decisions: Maximizing Retail Potential with 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.

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How to collect customer feedback the right way

Intercom, Inc.

There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business.

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10 Tips to Improve Contact Center Operations

Callminer

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

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Totango Adds Personity.ai Team

Totango

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus

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Smells like team spirit – what sports and engineering teams have in common

Intercom, Inc.

There is something unique about the joy of being on a high-functioning, high-achieving team – and that goes as much for a sporting team as a professional one. We borrow a lot of the words and concepts we use to describe our engineering teams from the world of sports – from huddles and scrums to sprints and even goals, the terminology resonates from the pitch to the office.

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Call Center Cloud Conversion Continues

Fonolo

Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US). Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow.

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Stuck? Here are Three Ways to Gain CX Traction

Heart of the Customer

As one of the CXPA’s CX Experts, as well as a journey mapper, I’m often called by companies trying to create momentum for their CX program. Sometimes it’s a midsize manufacturer trying to start their CX program. Other times, it’s a Fortune 50 company who has a program, but seeing its influence wane. I wrote […]. The post Stuck? Here are Three Ways to Gain CX Traction appeared first on Heart of the Customer.

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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.

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Would you ditch phone support in your contact center?

Customer Service Life

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. We’re stuck on long IVR menus, waiting to speak with a real human only to get another robot on the line.

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Continue, Stop, Start: a new take on retrospectives

Intercom, Inc.

When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. Instead, they look for patterns and frameworks that are widespread and valuable. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.

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Does LMS Hold Power to Cause a Progressive Change in Educational and Corporate Sector

ProProfs

LMS is an abbreviation for Learning Management System ; it is a software application that is typically used to design, execute and publish self-made online courses in online catalogs. LMS is basically a cover-up term that encompasses various attributes of eLearning; in fact, its origination also emerges from the concept of eLearning system. With an advent introduction of cloud based LMS in the education system, the learning and assessment strategy has soared by far because of eLearning and onlin

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Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!

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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?

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Tell-Tale Signs You Need to Upgrade Your IVR

Fonolo

“IVR.”. *Shudder*. Even the mere mention of the acronym is enough to make one cringe. We’ve all had less-than-stellar experiences interacting with a robotic, impersonal interactive voice response. Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy.

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How to collect customer feedback the right way

Intercom, Inc.

There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business.

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In the Competitive Airline Industry, Best Practices in CX can be Transformational

Customer Bliss

Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

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Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry

Fonolo

As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in this 1954 ad for American Airlines).

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Smells like team spirit – what sports and engineering teams have in common

Intercom, Inc.

There is something unique about the joy of being on a high-functioning, high-achieving team – and that goes as much for a sporting team as a professional one. We borrow a lot of the words and concepts we use to describe our engineering teams from the world of sports – from huddles and scrums to sprints and even goals, the terminology resonates from the pitch to the office.

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Totango Welcomes personity.ai to the Team

Totango

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Customer vision.

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Contact Center and Customer Experience Events – July 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto,

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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

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CX Journey™ Musings: Golden Rule or Platinum Rule?

CX Journey

Image courtesy of Pixabay Here's another age-old debate. gold or platinum? Personally, I prefer platinum. Oh wait. What are we talking about? LOL. Rules. I'm talking about rules. I still prefer platinum! On the heels of my recent post about imagining that you're a human. I thought I'd take a look at which one, the Golden Rule or the Platinum Rule, puts us into more-human and more-empathetic shoes.

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Sales Days: 5 ways you can learn from your sales team

Intercom, Inc.

Sales is a client facing role, meaning you are communicating with customers and potential customers on a daily basis. Over time, you can accumulate a lot of knowledge regarding who your customers are, what their primary needs are and how your offering could potentially meet these needs. At Intercom, Customer Days , where people from across the company shadow Customer Support representatives and respond to customer enquiries, have become common as a way of removing the layers separating the peopl

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Infographic: Tips for Market Research Organisations to Gain Competitive Advantage

Confirmit

Tip 1: With 61% adults worldwide carrying at least one mobile device, mobile is no longer an option in market research. Mobile is not only a matter of respondent convenience, it is a disruptive industry force. Advancements in mobile technology have created tremendous opportunities for gathering in-the-moment feedback. Mobile surveys triggered based on a respondent’s location improve the speed and accuracy of your research while opening the door to new opportunities such as developing a dee

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How to Improve Your CX Function Through Coaching

Comm100

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. Many companies have now started to realize that excellent customer service is essential to the success of the business.

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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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CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.

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Announcing our latest book – The Growth Handbook

Intercom, Inc.

We’ve just launched our latest book, The Growth Handbook. If there’s one perennial problem all businesses face, it’s this: how do we grow? Whether you’re at an early stage startup contemplating life after the TechCrunch bump, or a more mature business with many millions in ARR, your company’s survival depends on finding a sustainable answer. Perhaps you’re acquiring customers but they’re not sticking around.

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Recorded Customer Success Webinar: Churn Probability Score Framework – How to Recognize Risks and Predict Customer Success

ClientSuccess

ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. The recorded customer success webinar covers the topics on how to build and use the Churn Probability Framework to recognize risks and predict customer success.

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Guest Post: 5 Signs You Need a New Help Desk Ticket Tracking System

TeamSupport

There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things. Your help desk should be two things: easy to use, and focused on communication and customer satisfaction.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.