Callminer
DECEMBER 15, 2021
CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum.
Uniphore
DECEMBER 13, 2021
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
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Adrian Swinscoe
DECEMBER 16, 2021
The lovely folk at Braze, a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love., invited me along […]. The post Getting personalisation right will require marketers to do different things first appeared on Adrian Swinscoe.
Inside Customer Service
DECEMBER 16, 2021
The job description had been wrong for two years. That's what the IT service manager discovered when he checked with human resources. He was trying to find a reason why so many new hires were ill-prepared for the job they were hired to do. And why they often left so quickly. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center.
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.
Callminer
DECEMBER 13, 2021
Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 16, 2021
A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; . improving customer satisfaction; and . enhancing your business processes. .
Customer Think
DECEMBER 12, 2021
Businesses are always seeking new and exciting ways to engage with their customers. Today, marketers and sales agents can choose from a range of technologies to connect with them. Recent years have seen the rise of live chat and chatbot features on websites and social media channels, but email remains the foremost choice for customer-company […].
Experience Investigators
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
Uniphore
DECEMBER 17, 2021
Where. The Star Gold Coast. When. Feb 24th & 25th 2022. Who. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia. Booking information and discounts can be viewed on the CCW website.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Myra Golden Media
DECEMBER 15, 2021
For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.
Customer Think
DECEMBER 14, 2021
Due to the digitalization of the marketplace, many companies have embraced online touchpoints and communication channels when it comes to lead engagement. In the middle of this shift toward online-based marketing, email has established itself as one of the main customer interaction and engagement tools for digital companies. According to data gathered by industry experts […].
Beyond Philosophy
DECEMBER 11, 2021
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.
Uniphore
DECEMBER 14, 2021
Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?
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.
Doing CX Right
DECEMBER 17, 2021
Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right.
Customer Think
DECEMBER 16, 2021
By most measures, Tesla's future is looking bright. But it's no secret that the build quality of Tesla generally stinks. Perhaps Tesla's biggest vulnerability is in their intentional removal of humans from the experience.
The DiJulius Group
DECEMBER 13, 2021
The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.
Uniphore
DECEMBER 17, 2021
Set your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. At the top of the list for those planning or undergoing “digital transformation” is Conversational Automation. And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satis
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?
Shep Hyken
DECEMBER 15, 2021
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.
Customer Think
DECEMBER 16, 2021
I wonder if we need to rethink our concepts of sales and marketing and how we organize to provide those functions within the organization. Looking back, historically, it has made sense to separate the functions. Marketing was primarily focused on creating visibility and awareness. It typically dealt with markets and industries, not customers. It’s [.].
Conversation Agent
DECEMBER 14, 2021
Luke told me he had found the perfect company. Every person he talked with felt similarly about his philosophy of work and he couldn't be more excited. Nine interviews later, he capped the process by talking with the Chief Executive Officer. Possibility was in the air. Then, a member of the Advisory Team decided not to move forward. Without even learning anything about him.
Beyond Philosophy
DECEMBER 16, 2021
There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG).
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.
CSAT.AI
DECEMBER 16, 2021
Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring in a multilingual world. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management.
Customer Think
DECEMBER 12, 2021
eCommerce Use Cases for a Recommendation Engine Cross-selling and upselling are traditional merchandising strategies that retailers use to turn shoppers into buyers. The same tactics apply to eCommerce stores as well. Marketers need to recommend products for customers, not just miss out on the cross-sell or upsell opportunities. This will help them avoid losing potential […].
Steven Van Belleghem
DECEMBER 14, 2021
Driving loyalty. So, NFTs can be art, video, music, or animations that customers can purchase to access perks, join communities, or resell the asset. I talked with Jeremiah about how the NFT craze has been hot during the last few quarters of 2021, as wealthy crypto investors are collecting rare digital art, that often dramatically increases in value, or grants utility to premium online experiences, and/or is a ticket to an elite community of other NFT holders.
Lumoa
DECEMBER 17, 2021
M.Sc., MBA and a co-founder of Lumoame Oy Carlos del Corral , has been appointed as the CEO of Lumoame Oy, (“Lumoa”) as of 17th December 2021. Johanna Sinkkonen , a co-founder, will leave her position as CEO. The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Lumoa AI is used in multiple industries, such as telco, ecommerce, logistics, retail, banking and utilities.
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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
Ameyo Callversations
DECEMBER 15, 2021
Conversational AI is a term we often come across in business and technology, and the potential of its offering is immense. So what does this mean for you, your business, and your customers? Customer Engagement and AI Chatbots. The basic mantra of customer engagement is to engage with the right audience at the right time, prompting them to make a favorable decision.
Customer Think
DECEMBER 12, 2021
It’s not your fault but it is your responsibility I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers.&nbs.
Logicalware
DECEMBER 15, 2021
Today we’re excited to launch Digital Engagement – a new solution for delivering digital-first customer experiences. Imagine you want to upgrade your coffee machine. So you jump onto your favourite brand’s website and a chatbot greets you by name: “Hi Sam, nice to see you again!”. You then browse through a few models and linger on the top machine. Another message pops up: “Sam, would you like to see this model in action?
Zendesk
DECEMBER 15, 2021
We’re excited to share that Andee Nieto will join Zendesk as the company’s Chief People Officer in early 2022. Andee will lead the vision for employee experience for a rapidly growing employee base, and charter the teams that will lead Zendesk’s people strategy, including talent acquisition and development, total rewards, global diversity, equity, and inclusion.
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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