Intercom, Inc.

AUGUST 7, 2019

A great onboarding experience is one that proves to new users that your product will help them do the job that they want. To put it another way, the ideal onboarding experience is a short, easy and frictionless path to finding value. Of course, many products have unavoidable complexity. If getting started with your product requires new users to install software, invite colleagues or message customers, then the path to value may not seem as short or straightforward.

Start-ups 223

Start-ups Sales 223

Callminer

AUGUST 5, 2019

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s needs.

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Beyond Philosophy

AUGUST 7, 2019

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases.

Customer Loyalty 114

Customer Loyalty CX Customer Experience 114

Heart of the Customer

AUGUST 8, 2019

I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes […].

CX 87

CX Voice of the Customer Customer Experience 87

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Intercom, Inc.

AUGUST 8, 2019

? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience. And I was excited to sit down behind the mic with Lane Collins.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choos

Contact Center 140

Contact Center VOC Social Media AI 140

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

VOC 70

VOC CEM Close the Loop Business Administration 70

SurveySensum

AUGUST 5, 2019

Table of Contents: What is Customer Effort Score (CES)? Customer Effort Score (CES) calculation. Strategic CES applications for an organization. Advantages of CES. What is Customer Effort Score (CES)? Customer effort score (CES) is a numeric indicator of positive, neutral or negative customer experience during an interaction with your organization. The logic behind this metric is that more effort from a customer in solving a problem results in a negative experience.

Customer Relationship Management 72

Customer Relationship Management CRM Start-ups Customer Relationship 72

ModSquad

AUGUST 6, 2019

We live in a world of abundance choices about how we spend our time and money. From more TV shows than one could watch in a lifetime to thick restaurant menus that rival the heft of an epic novel, today’s consumers have more options than ever before. With online reviews easily accessible and customers able to research products and services before opening their wallet, it’s more important than ever to keep your patrons happy.

Customer Service 70

Customer Service Social Media Start-ups CRM 70

Customer Bliss

AUGUST 6, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one? I always wonder, when a company sends customers this much paper, are they just hoping no one reads it? If they did want people to read it, wouldn’t they make it easier to understand and get through?

CX 59

CX Innovation 59

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

Myra Golden Media

AUGUST 5, 2019

Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board. EVERYTHING. The success of my vision board is a lot like a project I’m working on with some of my clients.

Customer Experience 54

Customer Experience Customer Service Contact Center 54

ClientSuccess

AUGUST 5, 2019

If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management.

Start-ups 58

Start-ups Gaming Sales 58

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. Alternatively, when used strategically as a helpful ass istant , AI enhances CX. User Testing’s “The Rise of the Experience Economy: the 2019 CX Industry Report” alleges every aspect of a business totals the CX for the brand.

AI 52

AI CX Sentiment Analysis Contact Center 52

Customer Bliss

AUGUST 8, 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.

Customer Experience 57

Customer Experience Customer Loyalty CX Sales 57

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

AUGUST 7, 2019

How To Build Stronger Relationships With Your Employees Virtually Building relationships as a virtual team is not easy. Having employee huddles that are engaging is not easy. Watch how one company figured out how to accomplish both, consistently fostering relationships through virtual huddles. CEO Gives Employees $2,000 To Go On Vacation Mark Douglas, CEO.

Customer Experience 46

Customer Experience 46

Confirmit

AUGUST 7, 2019

Confirmit helps businesses listen to employees, analyze data, and take action on the feedback. Our platform empowers companies to translate valuable data into insights that can be used to enhance the employee experience, which in turn impacts employee engagement, improves customer experience and ultimately drives business growth. Our solution, Confirmit Horizons, helps your organization to measure EX and act on outcome critical measures, such as employee engagement, diversity & inclusion, an

Voice of the Employee 40

Voice of the Employee Business Growth Customer Experience 40

Hodusoft

AUGUST 6, 2019

Telecom operators, especially in the USA, are migrating from TDM networks to IP networks. What this means for businesses is that sticking to older legacy PSTN networks will become costlier. Switching to VoIP and a modern IP PBX software offers far more benefits than just telephony and cost savings for end-users. Carriers can offer value-added services to enhance revenues and retain as well as grow customer base when they choose the right multi-tenant VoIP PBX software for their operations.

Invoicing 40

Invoicing CRM 40

ModSquad

AUGUST 6, 2019

We live in a world of abundance choices about how we spend our time and money. From more TV shows than one could watch in a lifetime to thick restaurant menus that rival the heft of an epic novel, today’s consumers have more options than ever before. With online reviews easily accessible and customers able to research products and services before opening their wallet, it’s more important than ever to keep your patrons happy.

Customer Service 40

Customer Service Social Media Start-ups CRM 40

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

Qualtrics

AUGUST 6, 2019

A great customer experience (CX) is determined by a business’s ability to effectively respond to the question: “ what do customers want? ” The challenge, however, is that in today’s disruptive economies brands often need to answer this question before consumers even have the chance to ask it. Organizations need to be quick to market. And they need to go to market with the right product, service, and experience.

Machine Learning 48

Machine Learning NPS Finance AI 48

Confirmit

AUGUST 7, 2019

Confirmit provides award-winning solutions and technologies for Market Research agencies who provide research and feedback services to their customers. Confirm supports Market Researchers who are increasingly challenged to mine the wealth of information from multiple feedback channels - including social media, CRM systems and unstructured data sources.

Unstructured Data 40

Unstructured Data Sentiment Analysis Social Media Engineering 40

UJET

AUGUST 7, 2019

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SugarCRM

AUGUST 8, 2019

It’s certainly an exciting time to work in Marketing and Sales. It can be awfully confusing at times, too. On the one hand, customers actually want to hear from you. But only if it means they get to interact with your brand in ways that are meaningful and memorable. . They don’t want a sales call. . They won’t read a marketing email. They will , however, embrace a great experience.

CRM 34

CRM Customer Relationship Management Sales Start-ups 34

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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

Qualtrics

AUGUST 7, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Ali’s “Why Qualtrics” story. I’m an engineering manager on the Digital Experiences team at Qualtrics. I’ve been at Qualtrics, experiencing hyper-growth, for almost 4 years now, and I’m still loving it. I started my career in Lebanon in 2005, as a technical consultant for a warehouse management system.

Engineering 36

Engineering Healthcare Hospitality Hospitality 36

Confirmit

AUGUST 7, 2019

The customer experience (CX) is imperative for a company to remain competitive. Unfortunately, many companies do not realize that formalizing a CX program can have a much further reaching impact. The Voice of the Customer is extremely important to the modern business. Not only does it represent the most valuable arbiter of future financial performance for an organization, but if nurtured appropriately, it can also provide an unrivalled source of innovative ideas that will help to deliver the out

Voice of the Customer 40

Voice of the Customer Innovation CX Customer Experience 40

1 to 1

AUGUST 8, 2019

Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer facing transaction processing, is fundamental to any great customer experience. That’s why it’s essential to keep back-office operations running effectively. What happens behind the scenes will influence the success of customer-facing interactions.

Customer Experience 20

Customer Experience 20

Intercom, Inc.

AUGUST 6, 2019

Product engineers are experts at identifying, understanding and solving problems. When you talk about the types of problems you tackle, and therefore the impact that you have, the conversation should not be solely limited to the work you do within a text editor or integrated development environment (IDE). Yes, the code that you write and the systems that you build are major contributing factors to the success and growth of a business.

Engineering 166

Engineering Start-ups Innovation 166

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

Qualtrics

AUGUST 5, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Drew’s “Why Qualtrics” story. I am a software engineer because it provides limitless learning opportunities; I’m never bored and there’s always more technical and professional lessons to learn. Qualtrics has given me the opportunity to take ownership of impactful problems, lead projects of significant scope, and provides the flexibility for me to dive into the

Engineering 36

Engineering Machine Learning Technology Technology 36

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach.

Customer Relationship 90

Customer Relationship Customer Acquisition B2B Sales 90

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. For products or services you buy for more than $100 a month, pick one where you’ve switched brands, and answer this quiz: What was most instrumental to your decision to switch: deals or respect?

Customer Experience 74

Customer Experience Legal Engineering Manufacturing 74

UJET

AUGUST 6, 2019

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent. The reality was that you would likely be transferred and have to repeat this process multiple times before the issue was resolved.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Social Media Entertainment 78

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