Callminer
FEBRUARY 26, 2019
I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.
Intercom, Inc.
MARCH 1, 2019
As product engineers, we like to build things, we like to solve problems, and we also want to have impact, right? But in order to have maximum impact, you need to build things that solve the right problems. How do we do that? By cultivating a deep sense of empathy for our customers. At our event Building Intercom in Dublin, I discussed how this empathetic approach can play out even on a small scale, using the example of a seemingly simple feature I was working on.
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Uniphore
FEBRUARY 25, 2019
Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include: Read More.
Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.
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Callminer
FEBRUARY 25, 2019
Read three things I think your call center could do to drive higher levels of customer satisfaction.
Intercom, Inc.
FEBRUARY 26, 2019
When it comes to scaling a business in 2019, one thing matters most: customer experience. For today’s prospects, that means providing a real-time, personalized buying journey. Last week we sat down with growth expert Sujan Patel to talk about how sales teams can create these experiences at scale – with chatbots. Chatbots enable sales people, us included ??
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 1, 2019
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions.
Taylor Reach Group
FEBRUARY 26, 2019
The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily and effectively chose the most suitable technology.
Intercom, Inc.
FEBRUARY 27, 2019
Raise your hand if you started this year with a productivity resolution. How are you tracking against it now? If you’re like most people, that resolution may be slipping further out of sight. The majority of New Year’s resolutions fail by February, so the odds are stacked against you. If your goal is to be more productive, the best place to start is by having the right tools.
Fonolo
FEBRUARY 28, 2019
We are now controlling the transmission. This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX). We are firmly in a CX renaissance: 89% of companies now compete on the basis of customer experience alone. So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important.
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.
DMG Consulting
MARCH 1, 2019
Thanks to AI and RPA, the WFO Market Surges. By Donna Fluss. View this document on the publisher’s website. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent during this period. The two market leaders, NICE and Verint, which together accounted for 75.5 percent of the total company GAAP revenue in the WFO suite market in the firs
ProProfs
MARCH 1, 2019
Education is on its way to becoming the fastest growing sector in the digital age, thanks to the availability of free online resources and e-learning platforms. It is estimated by Forbes that the e-learning sector will peak at $325 billion in revenue by 2025. This number clearly shows that this may be the best time to jump onto the education bandwagon.
Totango
FEBRUARY 28, 2019
Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.
Heart of the Customer
FEBRUARY 27, 2019
Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the good questions we had. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […]. The post What is the Right Level of Granularity for Your Customer Journey Map?
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.
Taylor Reach Group
MARCH 1, 2019
By Colin Taylor. Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something about the sorry state of far to many contact centers.
Fonolo
FEBRUARY 26, 2019
Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. When you boil it down, great customer service is about having a positive influence on the customer’s experience of your organization. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.
Totango
FEBRUARY 26, 2019
It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your product or service, and they stop buying or unsubscribe. What went wrong? Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding.
DMG Consulting
MARCH 1, 2019
Customer Service Is Everyone’s Responsibility. By Donna Fluss. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom li
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?
The DiJulius Group
FEBRUARY 27, 2019
It Is Not About The Caulk I recently was in Las Vegas to speak to a homebuilders association. The night before at the reception, my host was introducing me to their members as the keynote speaker for the next day. One of the members asked me what my topic was. When I told her it. Read Full Article. The post It Is Not About The Caulk appeared first on The DiJulius Group.
Customer Bliss
FEBRUARY 26, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
ClearAction
FEBRUARY 28, 2019
Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. “What we did five or ten years ago won’t be good enough for what we have to do in five and ten years from now.
UJET
FEBRUARY 28, 2019
When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole.
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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
DMG Consulting
MARCH 1, 2019
Innovation Is What Makes Us Great. By Donna Fluss. View this document on the publisher’s website. Due to the reality of lead times, as I write this it is Independence Day in the United States, an occasion that celebrates freedom from tyranny and persecution. It’s not a day that I, and millions of Americans like me, take for granted. Our Declaration of Independence states that “all Men [ Author’s note: And Women!
Customer Bliss
MARCH 1, 2019
With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization.
CSAT.AI
FEBRUARY 27, 2019
The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. Enter the Net – The Internet Boom. The creation of the internet did more than raise the profile of cute cats.
Kate Nasser
FEBRUARY 23, 2019
In leadership, teamwork, sales, customer service, & business overall, connecting through people skills magic matters! Insights from Kate Nasser, The People Skills Coach™. The post People Skills Magic to WOW Customers Teammates & Employees | #Peopleskills appeared first on KateNasser.com.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Totango
FEBRUARY 25, 2019
We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Our past Customer Success Summits have drawn over 1,000 attendees from over 400 companies including ADP, Dimension Data, Google, Mulesoft, Oracle, SAP, ServiceNow, Slack, TSIA and Zoom among many others.
ClientSuccess
FEBRUARY 26, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
DMG Consulting
FEBRUARY 25, 2019
Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. By Donna Fluss. View this document on the publisher’s website. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception.
Chip Bell
FEBRUARY 26, 2019
Rain comes in many forms. It can be a downpour that leaves you soaked; a shower that leaves you damp, or a mist that leaves you regretting you did not bring an umbrella. Folks in Seattle even call a heavy fog a version of rain! Rain is also a metaphor for a service experience that leaves a customer disappointed. . Every organization in the world knows a soaking disappointment is a no-no.
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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