Intercom, Inc.

FEBRUARY 11, 2020

It happens every day. A company you bought something from months ago sends you an email with three immortal words: “We Miss You”. These messages feel icky because the sentiment is belated and insincere. Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em

Construction 182

Construction Customer Service Contact Center 182

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 178

Customer Experience Customer Experience Management 178

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Intercom, Inc.

FEBRUARY 13, 2020

For many, the very mention of the word “automation” can trigger fears of lost jobs (at best) or an imminent robot takeover (at worst). Thankfully, no such Armageddon is on the horizon. Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way.

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service.

Customer Satisfaction 182

Customer Satisfaction Contact Center Customer Experience Customer Service 182

Navedas

FEBRUARY 12, 2020

Do you love your customers? Do they know it? Customer love nurtures your B2C relationships. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas.

CX 130

CX B2C Customer Relationship Customer Retention 130

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Callminer

FEBRUARY 11, 2020

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

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182

Beyond Philosophy

FEBRUARY 8, 2020

This is The New Imperative for 2020. Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so.

Net Promoter Score 142

Net Promoter Score NPS Customer Loyalty Innovation 142

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

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 116

Touchpoint Start-ups Education Customer Relationship 116

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.

Customer Service 103

Customer Service Customer Experience 103

Callminer

FEBRUARY 9, 2020

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Contact Center 182

Contact Center 182

Heart of the Customer

FEBRUARY 13, 2020

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.

CX 103

CX Customer Experience Customer Journey Map 103

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

FEBRUARY 12, 2020

1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.” However, great leaders and great companies do. Read Full Article.

Customer Service 114

Customer Service Customer Experience 114

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. Customer success and marketing are typically two distinct teams that do not seem to be directly connected, but in fact, the more effectively the two collaborate, the more successful your customers—and your enterprise—will ultimately be.

VOC 98

VOC Customer Relationship Start-ups Sales 98

Customer Experience Matrix

FEBRUARY 13, 2020

Adobe fully released its Real Time Customer Data Platform last November. Although they had briefed me on it before then, it was only this week that I finally caught up with them to discuss the final product. Since this is a topic of great interest – and confusion – it’s worth sharing what I learned. Part of the confusion has to do with Adobe’s habit of reusing product names.

Machine Learning 95

Machine Learning 95

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

Customers That Stick

FEBRUARY 13, 2020

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service. About Thinking, Fast and Slow. FROM THE PUBLISHER: In the international bestseller, Thinking, Fast and Slow, Daniel Kahneman, the renowned psychologist and winner of the Nobel Prize in Economics, takes us on a groundbreakin

Customer Service 78

Customer Service Customer Experience 78

Customer Bliss

FEBRUARY 11, 2020

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. The following is a lightly edited transcript of the video below. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.

Start-ups 87

Start-ups CX Customer Experience 87

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

E-commerce 72

E-commerce Transportation Touchpoint Customer Expectations 72

Uplifting Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day. Service excellence is not limited to ‘customer service’ professionals, but to everyone who shares Ron’s passion, dedication and commitment to taking good care of the

Customer Service 69

Customer Service Customer Experience 69

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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

CX

Customers That Stick

FEBRUARY 12, 2020

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening. In today’s digitally distracted world, attention is one of the most valuable resources. Active listening makes sure that you actually are giving customers your attention and lets them know that they’re being paid attention to.

Customer Service 78

Customer Service 78

C3Centricity

FEBRUARY 12, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.

Retail 62

Retail Government Technology Technology 62

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 62

Touchpoint Start-ups Education Customer Relationship 62

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. For obvious reasons, we’re very pleased about it – high fives all round, etc. The thing is, though, our success isn’t really about being named a leader in an analyst report.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

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

Retail

Customers That Stick

FEBRUARY 11, 2020

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered. In our customer experience advisory and customer service training , we’ve found this understanding of how humans are wired to interact with one another is essential to being successful

Customer Service 78

Customer Service Customer Experience 78

CSAT.AI

FEBRUARY 12, 2020

Do you love your customers? Do they know it? It’s vital to business to show your customers appreciation. Holidays like Valentine’s Day are a reminder to do more than consume mass quantities of chocolate. They highlight the fact that expressing appreciation nurtures relationships. Customer love nurtures your B2C relationships. The Statistics. Saying thanks is more than an empty polite gesture you were taught to please others and get another slice of cake.

CX 52

CX B2C Omnichannel Customer Service 52

Allen Speaks

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: ​ Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts. ​​ Smiling and Friendly ​ ​If there was ever

Customer Service 52

Customer Service 52

Confirmit

FEBRUARY 11, 2020

With more and more top-quality submissions pouring in each year, how can you make yours stand out? At the ACE Awards HQ, we’ve put our heads together to help guide you. For all you hopefuls out there, here’s a round-up of our top tips for the best chance of writing a winning submission (and adding that trophy to your award cabinet!). Select your category.

B2B 52

B2B Voice of the Employee Voice of the Customer Innovation 52

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

CX