ClientSuccess

JUNE 1, 2022

Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .

Customer Relationship 52

Customer Relationship Customer Relationship Management Customer Feedback Innovation 52

Callminer

JUNE 1, 2022

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.

AI 315

AI Innovation 315

Adrian Swinscoe

MAY 30, 2022

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe.

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190

Inside Customer Service

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.

Customer Service 147

Customer Service Customer Satisfaction Customer Survey Customer Experience 147

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

The DiJulius Group

MAY 30, 2022

You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.

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Callminer

MAY 30, 2022

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.

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Shep Hyken

JUNE 1, 2022

The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.

Customer Experience 116

Customer Experience Customer Service Customer Feedback 116

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually.

Start-ups 110

Start-ups Sales Customer Satisfaction Customer Feedback 110

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. It’s all about having the right mindset, taking ownership of your abilities, and doing what’s in your power to drive positive experiences for customers. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Hodusoft

JUNE 1, 2022

Leverage Auto Dialer Software to Boost Call Connect Rate Most businesses make calls to prospective customers as a strategic part of their operations. In every call center and contact center software auto dialer software outbound feature helps to dial out a set of contacts automatically. However, customer calling is such an overused activity that now, the customers have stopped answering most of the calls.

Contact Center 111

Contact Center Compliance CRM Business Operations 111

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

Doing CX Right

MAY 29, 2022

Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell. The post Doing Customer Experience Right Through Content Marketing appeared first on Doing CX Right.

Customer Experience 111

Customer Experience CX 111

CommBox

JUNE 1, 2022

Generating qualified leads is no easy task. With so much raw data available at any given time, marketers are having a tough time not getting bogged down by the things that should have enabled them to do better. . Ergo, we must understand that data isn’t worth anything unless it can help you enhance your demand creation strategy. To ace your lead generation, you must understand the right metrics necessary for lead generation. .

Omnichannel 105

Omnichannel Sales CRM AI 105

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.

Gaming 89

Gaming Social Media Start-ups CX 89

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann

Customer Feedback 83

Customer Feedback Sentiment Analysis Touchpoint Start-ups 83

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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.

Heart of the Customer

JUNE 3, 2022

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why are sales lower than anticipated? Why is the customer retention rate lower than projected for certain product lines? What can we do to make it […]. The post Qualitative Research: Are Your Teams Up to the Task?

Customer Retention 78

Customer Retention CX Sales Voice of the Customer 78

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Beyond Philosophy

MAY 28, 2022

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.

Management Consulting 89

Management Consulting Gaming Customer Experience CX 89

Totango

MAY 31, 2022

Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, a quarterly meeting is often not enough to ensure that your customers are finding value in your product and are on track to achieve their strategic goals, or to alert you to any issues or changes that might need to be immediately addressed.

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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

Qmatic

JUNE 1, 2022

Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation.

Hospitality 81

Hospitality Hospitality Healthcare 81

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.

Contact Center 81

Contact Center Event Planning Hospitality Hospitality 81

Shep Hyken

MAY 31, 2022

Building the Most Customer Obsessed Company On the Planet. There Is No Such Thing as Over-communicating With Your Customers. Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home , one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.

Customer Satisfaction 61

Customer Satisfaction Start-ups Customer Service CX 61

MyCustomer Experience

MAY 30, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 31st May 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

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

Zendesk

JUNE 3, 2022

Growing your customer base is a hallmark of those early days, months, and years as a startup. But the work to grow your customer base doesn’t stop, even after multiple rounds of funding and an established foothold in the market. Startups know better than anyone that maintaining strong customer relationships drives growth through all stages of the business.

Customer Relationship 52

Customer Relationship Customer Feedback Direct Marketing Sales 52

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

Zonka Feedback

JUNE 2, 2022

The job of a CX manager or professional is to create experiences that are aligned with customers’ expectations from the brand. And with over 2 billion people shopping online in 2021, digital experiences have become just as important.

Customer Expectations 52

Customer Expectations CX 52

Ameyo Callversations

JUNE 1, 2022

Conversational AI facilitates accessible communication between humans and machines through text or speech. It works by analyzing the address of a user or the pattern of text, predicting their response style, and then replying with curated and adapted content. The best form of conversational AI can create natural human sort of interactions. According to a survey by Statista , this is how organizations are leveraging conversational AI solutions: 78% use AI chatbots for simple self-service scenario

AI 52

AI Artificial Intelligence CX Machine Learning 52

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

Zendesk

JUNE 2, 2022

To deliver a seamless customer experience, businesses need a conversational CRM that makes it easy to connect their systems so data and work automatically flow across them. Unfortunately, companies often have to choose between pre-built solutions that don’t fit their business and custom solutions that are expensive and time-consuming. Zendesk can meet you in the middle.

CX 52

CX CRM Customer Experience 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.

Contact Center 67

Contact Center Event Planning Hospitality Hospitality 67

The DiJulius Group

JUNE 1, 2022

Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just “managing” but growing through change. Cassandra also runs a consulting firm called Change Enthusiasm Global. Through her work at the firm, she helps people understand what having a growth mindset. Read Full Article.

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NGDATA

MAY 31, 2022

Take the Confusion Out of Your CDP Campaigns With great customer experience being the ultimate goal for organizations everywhere, customer data platforms (CDP) are certainly enjoying their time in the spotlight – and rightly so. By enabling the real-time unification of data, presenting the next best customer experience, and allowing the delivery of strategic campaigns at scale, it’s safe to say.

Customer Experience 52

Customer Experience 52

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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