Sat.Jul 10, 2021 - Fri.Jul 16, 2021

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Redesigning our job levels for product designers

Intercom, Inc.

The only thing harder than designing a product is designing your career. And many organizations, unfortunately, don’t make it any easier. For instance, the Design Career Index shows that 71% of design orgs don’t have a career progression framework. Less than 1% have documented competencies with scorecards for rating performance. But if you don’t have a map for your career, then how do you know where you’re going?

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How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. August 25th | 11 AM EDT | 4 PM BST. Register Now. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes.

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Why monitoring systems are essential to great customer experience

Inside Customer Service

Note: The following is an excerpt from Chapter 7 of The Guaranteed Customer Experience. Daniel Pascoe has never owned a car. That might seem inconceivable to many people, but a car isn't necessary if you live in a city that has reliable public transportation—like Portland, Oregon. Portland's transportation system is run by TriMet , which provides bus, light rail, and commuter rail service.

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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.

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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 use Intercom to generate more leads and close bigger deals – faster

Intercom, Inc.

Marketing teams are under constant pressure to find creative ways to generate more leads for sales teams. Over the past few years, marketers have learned one of the most effective methods for lead generation is engaging with prospective customers while intent is high, like when they’re browsing the website or perusing the pricing page. However it’s quality – not quantity – that’s most important when it comes to accelerating your sales pipeline.

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Hyper-Personalisation in Financial Services: What is it and how to achieve it.

Adrian Swinscoe

In the second half of May, I hosted a webinar discussion on Hyper-Personalisation in Financial Services. I was joined by Ian Ashby, Principal Strategist for Customer […]. The post Hyper-Personalisation in Financial Services: What is it and how to achieve it. first appeared on Adrian Swinscoe.

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How To Reduce Turnover and Retain the Top Talent in an Employee Market

The DiJulius Group

Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot! It’s more important now than ever before that you have. Read Full Article.

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Setting and prioritizing goals as a principal engineer

Intercom, Inc.

When you’re part of a team, you adopt the goals, objectives, and priorities of that team. As a principal engineer, you can effectively be operating as a team of one – and that makes it a little trickier to manage your time. . At Intercom, we believe that a principal engineer should “set goals autonomously and at the level of scope and ambition usually associated with a team.

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How to Say YES – Every Time

Shep Hyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.

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Four ways to go beyond “basic” in customer service

Customer Think

Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an insult. In either case, using the term “basic” to describe an organization’s customer service is not a positive thing. That’s not to say covering “the basics” isn’t important. In fact, the basics are the absolute starting point […].

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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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11 Types of Bad Customer Service (and How To Avoid Them)

Help Scout

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! 1. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

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The Role of a Chief Customer Officer

Totango

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals.

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Guest Post: How To Keep Your Customers Attention With Great In-Store Experience

Shep Hyken

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020. However, the truth is that the Covid-19 pandemic probably only accelerated what was happening already.

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Technology-Enabled Personalization in Retail

Customer Think

Augmenting Retail space with intelligent technologies that can create an interactive and context-specific personalization experience. Technology-driven innovations ranging from one-click ordering to personalized recommendations to smart speakers to anticipatory shipping are redefining shopping. Modern technologies like AI, VR, IoT are enhancing the intelligence of the products and services.

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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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These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet!

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A good customer experience starts with having the right tools – Interview with Liat Bycel of Airtable

Adrian Swinscoe

Today’s interview is with Liat Bycel, the VP of Sales at Airtable, the no code collaboration platform, and the person responsible for building the customer engagement […]. The post A good customer experience starts with having the right tools – Interview with Liat Bycel of Airtable first appeared on Adrian Swinscoe.

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11 Tips on Delivering Great Customer Service in Education

Help Scout

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.

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How Restaurant Rewards Can Serve Up New Customer Behaviors

Customer Think

Virtually all states have ended restrictions on public and indoor dining, and ravenous consumers have been responding. Restaurants sales reached $66 billion in April, a 30% increase from February and a 120% vault over April 2020. But how those dollars are spent, from the time of day to the method of payment, are different from […].

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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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5 Top Customer Service Articles of the Week 7-12-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. (DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t over

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Change Management, Not “Bribes,” Improves CX

Heart of the Customer

This post picks up where last week‘s left off… In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what to do in order to improve customer satisfaction and 2. they won’t do it unless incented to. Both points in that statement need to be analyzed. First, understanding how […]. The post Change Management, Not “Bribes,” Improves CX appeared first on Heart of the Customer.

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Understanding Customer Success: Growth Driven by the Customer-Centered Economy

Totango

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

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How to Succeed in Collaborative Marketing

Customer Think

The world of marketing is always changing, and businesses must keep up. Today, more and more brands are beginning to realize the benefits of a symbiotic relationship with one another through collaborative marketing. What is collaborative marketing? It’s a special relationship between two brands with similar interests where parties combine their strengths to their benefit. […].

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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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How to Build a World-Class Patient Experience (and Why the Medical, Financial, and Legal Industries Suck at Service)

The DiJulius Group

Lawyers, doctors, and accountants suck at service. Why is that? The majority of people in the legal, financial, and medical field lack the client-patient experience and there are a few reasons for this. First, there’s a great deal of education involved in getting a certified license in these industries and it doesn’t stop there as. Read Full Article.

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What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business

Zendesk

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. Customers want to interact with companies over the same channels they use with friends and family.

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How to Talk to a Frustrated Customer

The Contact Company

A frustrated customer is frustrated for a reason, and it’s your job to help turn their negative experience in to a positive one. As we move in to further […]. The post How to Talk to a Frustrated Customer appeared first on The Contact Company.

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Tech Is Enabling These 5 Shopper Trends. Is Retail Ready?

Customer Think

The wheel may be one of humankind’s greatest innovations, but keep in mind that it’s what the tool can do – not the tool itself – that guides history. This applies to high-tech inventions as well. Retailers thought digital shopping would forever alter consumer behavior, but actually, it’s the implicit capabilities behind e-commerce that are […].

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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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Efficient queue management: What to keep in your reopening plan

Qmatic

During the pandemic, many service providers implemented measures to streamline the visitor journey. Now, as facilities open up, it's time to decide what implementations to retain in your reopening plan. This article aims to describe why appointment scheduling should be a top priority if you want to maintain efficient queue management.

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Sprinklr Innovator’s Series with Chinmay Chaudhary

Sprinklr

At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class engineering team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Chinmay Chaudhary, Senior Director, Engineering, who shared his thoughts on working at Sprinklr.

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Using SMS Surveys for Delivery Feedback

Zonka Feedback

While there are several ways to send surveys to your customers, SMS is one of the best among them. It is quick, easy, cost-effective, and can reach a wide range of customers. Almost everybody uses a cellphone, and Short Messaging Service is one of the basic features of every cellphone. Whether it is a smartphone, iPhone, or any mobile phone, the option to send and receive SMS is always there.

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Tell Your Chat Bots to Get Back to Work!

Customer Think

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button. Sometimes I switch things up […].

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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.