Callminer

OCTOBER 15, 2019

Use of profanity by customers in the contact center is on the rise and that’s bad for business.

Contact Center 182

Contact Center 182

Intercom, Inc.

OCTOBER 14, 2019

I’m a crappy poker player and always have been. Part of the reason for this is I’m easy to read. For a long time, I thought my inability to bluff would hamstring me in sales, but now I see it differently. I’ve come to view authenticity as a kind of sales superpower. Being transparent has helped me connect with customers on a deeper level than would have been possible otherwise.

Sales 162

Sales Start-ups Education Machine Learning 162

Uniphore

OCTOBER 18, 2019

You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the other line who just fini

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Contact Center Omnichannel 100

Beyond Philosophy

OCTOBER 18, 2019

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020.

Hospitality 94

Hospitality Hospitality Customer Loyalty Customer Experience 94

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Heart of the Customer

OCTOBER 17, 2019

This week I listened to a colleague tell me that, three years ago, the company he worked for acquired another company of near equal size within the same industry. Within the last week, one of his peers from the acquiring company, a senior director with a large team, mentioned he was not sure why the […]. The post Tell me why! appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Fonolo

OCTOBER 15, 2019

Great customer service starts with making great hires. But, that’s not where it ends. Providing excellent customer service has never been more critical. According to a recent marketing report by Gartner , 89% of businesses are now expected to compete on customer experience alone , compared to only 36% just a few years prior. No matter how talented your new hires are, they will not be successful without proper training. .

Customer Service 57

Customer Service Artificial Intelligence Social Media Start-ups 57

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

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CX Education Customer Experience Customer Experience Management 90

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? This is almost as much as the combined valuation of Facebook and Google ($2.1 trillion).

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

CSAT.AI

OCTOBER 16, 2019

Humans are innovative creatures: the internet, AI, cold brew coffee. Innovation means change and change is bumpy. (More updates? I thought I updated this app yesterday.) It is rarely smooth across the board. (Have you ever tried to send emojis from an Android to an iPhone user? What does rectangle mean?) Customer evolution inspires change. (A double shot, half-sweet, low-fat dairy milk latte with whipped cream and cocoa powder please.

Outlook 52

Outlook Sentiment Analysis AI Innovation 52

Steven Van Belleghem

OCTOBER 14, 2019

Driven by the war for talent. ‘The positive sum game” of Herman’s book is the opposite of the well-known negative sum (or zero sum) game, where what is good for one party is bad for the others involved. So, where, in the zero sum game, you had to choose between “better for me” or “better for the world”, companies now have to accomplish a positive sum game where both do not exclude one another.

Gaming 52

Gaming Start-ups Government CX 52

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

Customer Bliss

OCTOBER 17, 2019

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. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” Now what’s interesting about this is

Real Estate 54

Real Estate CX Hospitality Hospitality 54

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. 8/28/2019. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

C3Centricity

OCTOBER 16, 2019

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! I’ve just returned from running a two-day workshop in Japan. The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

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Actionable Insights Legal Social Media Start-ups 48

The DiJulius Group

OCTOBER 16, 2019

*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Which just hit #1 on Amazon! Myths Of Being A Good Listener If your goal is to build an exceptional customer experience, creating better listening skills in today’s relationship disadvantaged society is critical. In. Read Full Article.

Customer Experience 51

Customer Experience 51

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Provide Support

OCTOBER 16, 2019

Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved. Together with effective marketing strategy , businesses need constantly WOW their customers and ensure they receive memorable customer experience.

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Customer Service Customer Experience 50

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019. Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

ClientSuccess

OCTOBER 14, 2019

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong. Focusing on customer success ultimately does lead to improved customer satisfaction.

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Customer Satisfaction Start-ups Customer Relationship 46

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. You may be familiar with some of their brands, Babybel, The Laughing Cow, and Boursin. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth.

Retail 44

Retail Customer Experience Sales CX 44

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

Hodusoft

OCTOBER 17, 2019

Reaching out to target customers is easy with so many tools like cold calling, email, text, fax. Some get you immediate responses. Some are expensive. Some require support personnel for campaigns and add to the cost, such as in cold calling. A better alternative is voice broadcasting that works like SMS and, therefore, is bundled with text broadcasting feature in the package.

Innovation 40

Innovation CRM Sales 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity.

B2B 40

B2B Actionable Insights NPS Compliance 40

Confirmit

OCTOBER 14, 2019

Engage build engagement strategies that support an organizational culture in which everybody plays their part. They use smart research and analytics to guide decision-making and measure ROI. And they align process and technology to meet organizations’ wider goals. In this employee experience video, Nick Thompson from Engage provides advice for HR teams who need to improve their employee engagement program.

VOE 40

VOE Voice of the Employee Technology Technology 40

iQor

OCTOBER 14, 2019

iQorians and other support specialists around the world celebrated the magic of customer service during Customer Service Week 2019!

Customer Service 40

Customer Service 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

OCTOBER 14, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jase’s “Why Qualtrics” story. I have a wife and a 6-month-old son. They are my “why.” Providing for them, and giving my family a high-quality life, is what Qualtrics is helping me to do. What attracted you to Qualtrics in the first place?

Sales 33

Sales 33

SugarCRM

OCTOBER 17, 2019

We’re now less than a week away from SugarConnection Paris, and everyone is excited. In fact, when we sent out a call for sponsors to participate in the event, we were overwhelmed by how quickly those spots were booked. You may be wondering: why the eagerness to participate in next week’s event? . Well, we decided to get the answer to that question by interviewing the sponsors themselves.

CRM 33

CRM E-commerce CX Sales 33

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. She’s worked on both the client side and agency environments leading projects for well-known Telcom companies (AT&T and Verizon) along with other reputable brands (Martha Stewart Crafts, American Girl, Perler Beads).

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Close the Loop B2C VOC B2B 19

Intercom, Inc.

OCTOBER 17, 2019

For once, the big debate isn’t about the brand of Post-Its or Sharpies. It’s not personas versus Jobs-to-be-Done. It’s not even about what should be a roadmap and what shouldn’t be. It’s about this idea that there’s a core difference between the output of a product team and the business outcome generated. I’m joined in episode six of Intercom on Product, as always, by SVP of Product Paul Adams, who spoke about this topic at a recent conference.

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Sales Engineering Start-ups Data Entry 119

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

Qualtrics

OCTOBER 15, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Amy’s “Why Qualtrics” story. I’ve focused my career on improving people’s lives – whether through direct service by improving operations, processes, and procedures; or through clarifying roles by coaching leaders and strategically modeling organizations to best serve business, customer, and employee needs.

Management Consulting 33

Management Consulting Start-ups Technology Technology 33

SugarCRM

OCTOBER 15, 2019

Technology is revolutionizing the way manufacturers run businesses day-to-day in the digital era. CRM systems can leverage the Internet of Things (IoT; a system of interrelated computing devices, mechanical and digital machines that have the ability to transfer data over a network with no human interaction) to enhance end-to-end processes by connecting products, devices and equipment.

Manufacturing 33

Manufacturing CRM Unstructured Data Predictive Analytics 33

Qualtrics

OCTOBER 15, 2019

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. If there’s one key factor in delivering high-quality CX, it’s your staff.

CX 20

CX Entertainment Hospitality Hospitality 20

Intercom, Inc.

OCTOBER 16, 2019

The SaaS industry is constantly evolving, and for many companies in the space, that means having to evolve their business model. However, that doesn’t necessarily mean a “pivot”, but more often the evolution is a shifting business model as the company scales and the user base grows and changes. The classic example sees a company move from niche startup to mainstream scale-up, but it can also see companies hone their product-market fit by focusing on a more specialized, and yet more lucrative, us

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Customer Acquisition Sales Start-ups Invoicing 195

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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