Intercom, Inc.
FEBRUARY 26, 2018
by Rich Archbold, Senior Director of Engineering at Intercom. It’s hard to win a battle you don’t realise you’re in. It’s even harder if you don’t know all of the armies on the field, their strategies and weapons, or even who’s a friend and who’s a foe. The same is true in software. We are all in a battle, multiple battles in fact, with a lot at stake: whether it’s the fate of the company we work for or for the product that we build.
Callminer
FEBRUARY 26, 2018
Call centers are constantly under pressure from regulatory compliance concerns.
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Beyond Philosophy
MARCH 2, 2018
Didn’t Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.
Fonolo
FEBRUARY 27, 2018
Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk. For better or worse, this “stack” is going to define the contours of the next generation of call 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.
Intercom, Inc.
FEBRUARY 28, 2018
Six years ago, Intercom invented business messaging – helping internet businesses interact with their customers in a personal, scalable way that had never been done before. Today we are proud that 500 million business conversations happen each month through Intercom, and that number is doubling year-over-year. A big part of why we are seeing this growth is that our customers have found that when they use Intercom to engage their website visitors, conversion rates and sales increase by more than
PeopleMetrics
FEBRUARY 26, 2018
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
eglobalis
FEBRUARY 26, 2018
Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.
ProProfs
FEBRUARY 26, 2018
Elearning has changed the way we used to learn in the past. eLearning has completely transformed the way modern learning happens. Unlike the traditional, classroom based, method of teaching, eLearning makes learning convenient, simpler, and more effective. Although several educational institutes still follow traditional methods of assessments, at times they might not be sufficient.
Heart of the Customer
MARCH 1, 2018
I am very excited to announce that an eBook co-authored by Jim Tincher as well as fellow CX experts Kaan Ersun and Nicole Geosits is now available for download! Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […]. The post FREE eBook: The Three E’s of a Game-Changing Customer Experience appeared first on Heart of the Customer.
Return Customer
FEBRUARY 28, 2018
The behavior of consumers has evolved as their environments and behaviors have shifted — and it’s up to brands to catch up. These days, many companies are stuck in old habits, trying to stick a round peg into a square hole. Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time.
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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.
eglobalis
FEBRUARY 25, 2018
bridge silos gap customer experience service. The post Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos appeared first on Eglobalis.
Fonolo
MARCH 1, 2018
Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
Customer Bliss
MARCH 2, 2018
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that.
Customer Service Life
MARCH 1, 2018
This article was originally published on the FCR blog on February 9, 2018. Click here to read the original. I’ve been known to dabble in the kitchen. Two of my favorite dishes to prepare are fried rice and frittatas. Why? Let’s take fried rice for example. I’ll open my refrigerator and grab a bit of leftover rice, some ham from the night before, that half onion in the Ziploc bag, a couple scrambled eggs, garlic, olive oil, some extra veggies, seasonings, and soy sauce.
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.
UJET
MARCH 1, 2018
Happier agents mean happier customers—and since that's the goal of your contact center, making it a more fun place to work can only benefit everyone involved. Utilizing the right strategies to improve the convenience and comfort of working at your facility will create happier agents who are more likely to stay with your business long-term, provide better customer service for your customers, and create a cheerful working environment.
CX Journey
FEBRUARY 28, 2018
Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation.
Customer Bliss
MARCH 1, 2018
How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together. Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hosp
ClientSuccess
FEBRUARY 28, 2018
Recorded Webinar Details. ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The webinar covers the topic of building customer advocates using The Customer Advocacy Ladder strategy.
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?
Confirmit
MARCH 1, 2018
ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. One such client is the UK’s largest retail general insurer which owns a range of brands delivering insurance services to millions of customers through multiple channels.
SugarCRM
MARCH 2, 2018
Not to be outdone by another awards show happening this weekend that you may have heard about, SugarCRM announced the winners of its fiscal year 2018 global partner awards last week at the company’s annual sales kick off (SKO) event in Sorrento, Italy. For the past nine years, SugarCRM has recognized the leadership and achievements of its partner community through a series of partner awards.
1 to 1
FEBRUARY 26, 2018
Avnet’s Chief Marketing Officer Kevin Sellers captured the attention of a packed crowd at the recent Leadscon conference as he harkened back to the 1947 jewelry campaign, “A Diamond is Forever,” coined by De Beers’ Mary Gerety. The simple but catchy phrase reinvented what symbolized love with a simple emotional concept, Sellers explained, adding that the best brands own a simple message that breaks through the clutter.
Intercom, Inc.
MARCH 2, 2018
In the very early days of any SaaS business, you will employ numerous marketing tactics to acquire your first customers: blog posts, paid advertising, landing pages, hero videos, webinars, everything but the kitchen sink. If you’re lucky, the signups will start pouring in. Time to put your feet up and wait for the dollars to roll in, right? If you don’t show your new signups how to succeed, don’t be surprised when they simply walk away.
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.
Confirmit
MARCH 1, 2018
W5 is Ireland’s first ‘full-service’ Customer Experience (CX) consultancy, focused on enabling customers to develop excellent customer experiences that distinguish their brand and grow their business. In 2014, eir Large Business partnered with W5 to develop a Voice of the Customer (VoC) program that has enabled eir Business to research, create and promote a strong customer-centric strategy for the organization.
SugarCRM
FEBRUARY 26, 2018
I just returned from what I can only describe as a truly remarkable SugarCRM Sales Kickoff in Sorrento, Italy. I have helped plan and present at no less than ten (yes, TEN) sales kick off events at SugarCRM, but this year’s event was different in a lot of ways. For one, we brought even more Sugar business partners than ever before, both from the delivery and technology side.
PeopleMetrics
MARCH 1, 2018
Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they're not seeing the whole picture. In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.
Intercom, Inc.
FEBRUARY 27, 2018
In a relay race, the most exciting moments often come not at the finish line, but when the baton gets passed from one runner to the next. There is an exhilarating tension because, while the best runners can make it look so effortless, barely breaking stride, it is fraught with risk. Those same runners, with all of their training and talent, can sometimes still fumble the pass, drop the baton and lose the race in a moment.
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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
Confirmit
FEBRUARY 28, 2018
While high-level metrics and reporting are enlightening, metrics alone don’t provide the level of detail businesses need and a detailed analysis of reports is often extremely labor intensive. Confirmit’s Discovery Analytics is an easy-to-use solution that helps analysts interact with, explore, and visualize data collected from Voice of the Customer, Voice of the Employee, and Market Research programs.
SugarCRM
MARCH 1, 2018
Let’s start this post with some good news: GDPR won’t be the end of data-driven marketing. In fact, it may help companies be more effective because they’ll more often be working with people that have indicated they are “ok” with sharing personal data with your company. If an individual understands why they’re opting into your messaging – and can see the value they’ll gain, that is the beginning of trustful relationship.
Comm100
MARCH 1, 2018
Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You know what you need, and you know what it should do, but you’re not sure if you can find it in the hardware section or the plumbing section… or maybe it’s in electrical?! You obviously need some help. We’ve all experienced it, often more than once.
ClientSuccess
FEBRUARY 27, 2018
Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments have something unique to share with customers, and because of this the customer journey must travel between departments.
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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