Callminer

DECEMBER 19, 2018

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

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Intercom, Inc.

DECEMBER 19, 2018

It has been a year of extraordinary growth at Intercom. Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Meanwhile, Intercom, the company, welcomed hundreds of new hires across the organization and opened a new office in Sydney.

Engineering 150

Engineering Start-ups Gaming Sales 150

Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

CX 123

CX Government Customer Satisfaction Gaming 123

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. All the hats they wear can’t even stay put on their heads because there are just too gosh darn many.

Contact Center 103

Contact Center Social Media Customer Service Customer Experience 103

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

Myra Golden Media

DECEMBER 17, 2018

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.

Start-ups 109

Start-ups Customer Service 109

Lumoa

DECEMBER 16, 2018

Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company.

Net Promoter Score 72

Net Promoter Score NPS 72

Heart of the Customer

DECEMBER 18, 2018

As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures. It is a specific type of selection bias.” Applied to CX, it’s when you focus only on existing customers and ignore those who have left. Let’s look at an example. There’s a national sports bar which saw its CX scores continually improving. […].

CX 68

CX Sports Voice of the Customer Customer Journey Map 68

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Customer Service 102

Customer Service Customer Experience 102

C3Centricity

DECEMBER 17, 2018

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!

Start-ups 72

Start-ups Social Media 72

Beyond Philosophy

DECEMBER 21, 2018

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience? Colin will reveal how you can benchmark your performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

Customer Experience 79

Customer Experience 79

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Fonolo

DECEMBER 18, 2018

We did it! We made it to the last blog post of 2018. 135 blog posts. Over 5000 Twitter followers. New initiatives. A new platform. New patents. New partnerships. New customers. It has been a busy, extraordinary year for Fonolo’s growth across channels and industries, made possible by the ongoing hard work of our dedicated employees, partners, and clients.

Contact Center 70

Contact Center Artificial Intelligence Social Media Touchpoint 70

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post. If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. That’s what I did recently here at FCR for the fourth year in a row and I sure enjoyed reading the 187 responses.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

Customer Bliss

DECEMBER 18, 2018

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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CX Education Start-ups Customer Experience 66

The DiJulius Group

DECEMBER 19, 2018

It is a shockingly high percentage of companies that look at customer service as an expense rather than an investment. Whether you are a two-man start up or a Fortune 500 company, customer service affects every portion of your business, and investing in it is mandatory for your success. No matter how great your merchandise. Read Full Article. The post 5 Ways to Improve your Customer Service appeared first on The DiJulius Group.

Customer Service 66

Customer Service Start-ups Customer Experience 66

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

CSAT.AI

DECEMBER 19, 2018

Sick of hearing about the gig economy yet? If you haven’t heard the term likely you’ve been living under a proverbial rock. Is the gig economy rising? That depends on which source of data you read. Still, the customer service gig is rising. Tell Me What You Want. Workers want more freedom over their work. Ever hear the term work-life balance? Yeah, that.

Customer Service 52

Customer Service Sentiment Analysis Education Customer Retention 52

UJET

DECEMBER 20, 2018

Phone support is a time-tested customer support channel and has consistently remained the most common way for customers to interact with companies.

Contact Center 56

Contact Center Customer Service Customer Experience 56

Customer Bliss

DECEMBER 20, 2018

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

Customer Experience 58

Customer Experience CX 58

ProProfs

DECEMBER 17, 2018

According to the “ Grade Increase ” report by Babson Survey Research Group, enrolment in online courses rose rapidly between fall 2015 and 2016 as compared to the previous three years. Public colleges and universities experienced the largest growth of about 7.3 percent in online course enrolment during this period. This implies that approximately two-thirds of all online students enroll in public school programs.

Education 53

Education 53

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

Kate Nasser

DECEMBER 15, 2018

Information technology (IT) teams can transform customer experience w/ these steps even w/ high demand. Insights from IT customer service coach Kate Nasser. The post Reach Out to Transform Customer Experience in IT | #CIOs #CFOs #CX appeared first on KateNasser.com.

CX 53

CX Customer Experience Technology Technology 53

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers.

B2B 49

B2B Customer Service B2C Customer Experience 49

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past.

Customer Satisfaction 49

Customer Satisfaction Sales Gaming Customer Retention 49

Provide Support

DECEMBER 17, 2018

Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. (.).

E-commerce 49

E-commerce Retail Customer Service 49

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

Hodusoft

DECEMBER 17, 2018

Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. Technology helps and since call centers are essentially powered by software, it follows that using the latest instead of sticking to legacy Call Center software solutions will help them achieve their goals. 2019 could see trends that will become more widely adapted as a way to deliver customer satisfaction and achieve more.

Social Media 45

Social Media Artificial Intelligence Contact Center AI 45

Confirmit

DECEMBER 20, 2018

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine. And as customer experience has become an increasingly significant competitive differentiator, so these insights have become more valuable.

Voice of the Employee 40

Voice of the Employee VOE VOC Social Media 40

Chip Bell

DECEMBER 18, 2018

I am a Lucchese boot man. I have been wearing Lucchese’s high-end, super comfortable Western boots handmade in El Paso for many years. And, I am on my fifth pair—all with a tailored toe, heel, leather, size and color. They are like working in bedroom shoes. At the end of a day on my feet, I feel like I could stand another ten hours. And, I have talked many a boot owner into switching to Lucchese from their preferred brand of choice.

B2C 40

B2C B2B Customer Experience Innovation 40

Qualtrics

DECEMBER 20, 2018

In late 2017 we looked at the 6 trends that would define the coming year. Since then, we have seen many of our predictions become reality – from CX and EX becoming more closely linked, to the rise of organization-specific solutions for diversity and inclusion. For 2019, we’re looking at the 3 things that will become must-haves for every HR team.

Text Analytics 37

Text Analytics Start-ups CX 37

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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

iQor

DECEMBER 21, 2018

Reading Is (Always) In.

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Confirmit

DECEMBER 18, 2018

It’s a funny thing, trying to predict the future. You can argue there’s not much point to it, and you may well be right, but at this time of year, there’s a strange temptation to give it a go anyway. Fear not, I’m not going to try to predict huge geopolitical events or the winner of the 2019 World Wife Carrying championship (it’s real, look it up).

CX 40

CX Voice of the Customer Education Technology 40

1 to 1

DECEMBER 17, 2018

The subscription market continues to gain momentum in the retail space. In the past five years, McKinsey and Co. reports that the subscription e-commerce marketplace has grown by more than 100 percent. Direct-to-consumer subscription programs are found in every corner of the marketplace—from bathroom care (Dollar Shave Club, Quip) and clothing (Stitch Fix), to food (Hello Fresh, Blue Apron) and toys (Loot Crate).

E-commerce 26

E-commerce Retail CX 26

Qualtrics

DECEMBER 18, 2018

At Qualtrics it is our job to help companies all over the world close experience gaps. However, it is not just our job, it is our life! We have a passion to close experience gaps in everything we do. Part of the culture in Qualtrics Life is to better the human experience. As our technology scales from people and companies to communities and governments, we will begin to close gaps in ways we never dreamed possible.

Government 37

Government Education Technology Technology 37

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