Intercom, Inc.

MARCH 9, 2020

For remote workers, live chat is the simplest option for communication. But if most communication is nonverbal, how do you make sure what you say and hear aren’t misinterpreted? When speaking with someone in person, the words you use matter. But if there’s any ambiguity in what you’re trying to say or how you feel about a situation, those nonverbal factors – such as body language, facial expression, etc. – have a greater impact than the words you use.

Start-ups 276

Start-ups 276

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries.

Compliance 182

Compliance Contact Center Legal Government 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Contact Center 182

Contact Center Social Media Start-ups CX 182

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .

Business Growth 179

Business Growth Customer Experience Start-ups Sales 179

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

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. There are now more ways than ever to help your customers solve their problems.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. However, call center scheduling is much more complex than most other scheduling concerns. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Uniphore

MARCH 10, 2020

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak. Read More.

147

147

Navedas

MARCH 11, 2020

Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole. The post Face the Changes in CX and EX in Customer Service appeared first on Navedas.

CX 130

CX Customer Service Customer Satisfaction Customer Experience 130

Callminer

MARCH 8, 2020

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

Contact Center 182

Contact Center 182

Heart of the Customer

MARCH 13, 2020

The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to induce whiplash. While the situation is extremely fluid, all signs point to it getting a lot worse in the U.S. before it gets better. I’m not going to […]. The post CX Pros: Help Your Company & Your Customers Deal With COVID-19 appeared first on Heart of the Customer.

CX 117

CX Customer Relationship Customer Experience 117

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Uniphore

MARCH 12, 2020

I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More.

130

130

Beyond Philosophy

MARCH 7, 2020

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs’ effects on customer-driven growth.

Customer Experience 117

Customer Experience 117

Callminer

MARCH 11, 2020

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Compliance 182

Compliance 182

Taylor Reach Group

MARCH 10, 2020

By Patricia Ballantyne. Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

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

Heart of the Customer

MARCH 12, 2020

I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, […]. The post Are Your Surveys a Crutch or a Tool?

CX 103

CX Customer Survey Customer Experience 103

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.

CX 115

CX Customer Experience Sales 115

Customers That Stick

MARCH 13, 2020

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. Companies that have true customer-centric cultures, that are known for their customer experience, train their employees not only on the operational aspects of the job, such as how to use a computer, but on what we call soft skills, how to work with customers.

Customer Service 88

Customer Service Customer Experience 88

Totango

MARCH 10, 2020

Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their loyalty. Happy customers stay, unhappy customers leave. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy.

Customer Experience 93

Customer Experience Customer Loyalty Customer Expectations Sales 93

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

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Experience 97

Customer Experience Customer Relationship NPS Start-ups 97

ProProfs

MARCH 12, 2020

These days, owning a business comes with its own set of software requirements. There is software that takes care of your customer management, sales, marketing, leads, employee management, and more. . However, there’s one tool that’s quite an all-rounder and can be used in many ways. Let’s break the suspense here. I am talking about an online test generator.

Social Media 92

Social Media Customer Retention Sales 92

Customers That Stick

MARCH 12, 2020

In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service. About The Meditations of Marcus Aurelius. FROM THE PUBLISHER: One of the world’s most famous and influential books, Meditations, by the Roman emperor Marcus Aurelius (A.D. 121–180), incorporates the stoic precepts

Customer Service 88

Customer Service Customer Experience 88

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future.

Technology 81

Technology Technology 81

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

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Experience 74

Customer Experience Customer Relationship NPS Start-ups 74

Confirmit

MARCH 12, 2020

It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence. Some ebb and flow in a maturing field is inevitable, perhaps even a desirable way of working out the kinks.

CX 69

CX AI NPS Touchpoint 69

Customers That Stick

MARCH 11, 2020

Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not? Certainly, there are people who are more inclined to the skills that make for successful customer service rep than others and there’s a small percentage of the population that has no business being in any customer-facing role, ever.

Customer Service 78

Customer Service 78

TeamSupport

MARCH 13, 2020

Everything is moving along nicely with your company and then – out of nowhere – an emergency pops up. For some companies it could be their software is having login issues, but one emergency many companies are working through currently is the emerging concern and uncertainty created by the Coronavirus (COVID-19). Events around the world are being postponed or cancelled, and it’s fundamentally changing the way people work and interact with each other.

Customer Service 69

Customer Service Start-ups B2B 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

DMG Consulting

MARCH 9, 2020

For most companies, putting contact center systems and applications in the cloud, whether public or private, is the way to go. The benefits of cloud-based solutions are clear – small up-front investments, ease of provisioning, ability to scale up and down and paying only for what you use, easy access to contact center experts to help with the implementation and ongoing operations, continuous access to all updates at no or low cost, and increasingly “one throat to choke.” .

Contact Center 62

Contact Center Compliance AI 62

Provide Support

MARCH 11, 2020

Many companies utilize email as a way of getting insights into the marketing activities’ success. Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations.

Customer Feedback 66

Customer Feedback Customer Satisfaction Customer Service Customer Survey 66

The DiJulius Group

MARCH 11, 2020

1. Customer Service Feature Story You Do Not Merely Want To Be Considered Just The Best Of The Best All my buddies growing up would play football in the fall, basketball in the winter, and baseball in the spring and summer. Not me. In the fall I would practice baseball; in the winter, I. Read Full Article. The post You Do Not Merely Want To Be Considered Just The Best Of The Best appeared first on The DiJulius Group.

Customer Service 62

Customer Service Customer Experience 62

Customer Experience Matrix

MARCH 9, 2020

The CDP Institute just published a report on the CDP Industry in Europe (download here ). This was based primarily on the global Industry Update released last month. This showed especially fast growth in Europe, with a year-on-year increase of 74% in the number of European vendors and 80% in European CDP employment, compared with growth outside of Europe of 38% in vendors and 59% in employment.

Retail 59

Retail Sales Technology Technology 59

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