Sat.Sep 21, 2019 - Fri.Sep 27, 2019

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So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

CX 282
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Business Intelligence Software: How to Choose the Best Software

Callminer

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

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Trending Sources

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Any Press Is Good Press, Right?

Beyond Philosophy

Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.

Start-ups 110
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Fees = Lazy CX

Heart of the Customer

I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]. The post Fees = Lazy CX appeared first on Heart of the Customer.

CX 104
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

CX 208
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What is first call resolution? Benefits, challenges, examples, & best practices for improving FCR

Callminer

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired with low talk time, is a common goal.

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Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

CX 110
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So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

CX 182
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Takeaways From 18 Amazing Presenters at the Customer Service Revolution

The DiJulius Group

The DiJulius Group held our annual Customer Service Revolution September 11th & 12th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year marked The DiJulius Group’s 11th conference with the highest ratings.

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How to Create and Sell Online Courses: A Step-by-Step Guide

ProProfs

It’s not about selling. It’s about creating value for your audience. . Jerry Allocca, award-winning digital marketing instructor. According to the National Center for Education Statistics, U.S. Department of Education, more than 5 million students take online courses every year. Federal data collected from over 4,700 colleges and universities shows that more than 6 million undergraduate students in the U.S. took at least one online course in 2016.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Are You Secretly Judging Your Customers?

Chip Bell

“Thank you for being my customers,” the clothing store manager said to a group of prospects who seemed to be loitering in his mall store. The uniqueness of his statement was that it was directed at three loud teenagers who seemed to be permanently attached to their phones. Out of earshot of the owner, one young man remarked to his buddies, that they should probably buy something since the owner was being so nice.

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How are User Engagement and Retention Related?

Totango

It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may have trouble raising either. User retention is when customers come back to your product after the initial use.

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How to Prepare Your Credit Union’s Call Center for Surges in Call Volume

Fonolo

Credit unions’ commitment to serving their members is reflected in their strong growth: these financial institutions now count more than 110 million people as members and hold deposits totaling $1.1 trillion. When a growing sector builds its reputation on customer service, customers themselves can feel the strain of growth when that reputation is no longer met or exceeded.

Gaming 57
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Steven’s Inspiration: My top 5 favorite customer experience, innovation & tech podcasts

Steven Van Belleghem

Masters of Scale with Reid Hoffman. As the co-founder of LinkedIn and a legendary VC, the American internet entrepreneur and author Reid Hoffman has a truly impressive CV. If anyone knows how to scale, it’s Reid. So I was immediately drawn to his podcast which promises to “offer you best start-up advice from Silicon Valley and beyond”. And, boy, does the show deliver: iconic CEOs from iconic companies like Netflix, Google, Facebook, Starbucks, Nike, Fiat, Spotify, Instagram, Airbnb, Uber, Slack,

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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The Customer Experience Time Loop: Give Information, Get Transferred, Repeat

CSAT.AI

Dina goes online to contact a company she bought cable tv service from. She changed her service package but was still charged her previous package price this month. Annoying. She enters her customer number and other requested data into the chatbot. When the chatbot was unable to help her she was transferred to a live agent. Ugh! The live agent asked for her customer number and information again.

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­­Understanding B2B Customer Support in the UK

TeamSupport

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences.

B2B 56
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Best Practices For Integrating Messaging Into Your Customer Service Strategy

Fonolo

From SMS to live chats, messaging is becoming an important part of different companies’ sales and customer service strategy. Many major brands have adopted some form of messaging to assist customers prior to, during, and even after a sale has been made. This powerful feature has the capability to help companies both drive sales and increase customer satisfaction. .

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Prove Your Customer Experience Value to Earn the Headcount You Need

Customer Bliss

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have more order and structure within your organization. You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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5 Effective Customer Retention Tips to Implement

ClientSuccess

Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained.

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AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)

Comm100

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers.

AI 40
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How to Prepare Your Call Center For Spikes in Call Volume: The Financial Industry

Fonolo

Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence. The reason for these surges varies: They may be the result of unexpected crises (such as a data breach) or more predictable events like annual mortgage renewals or tax season.

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London Market Research User Group: Networking, Learning and Sharing

Confirmit

This week in London we held our first Market Research User Group designed for Market Researchers to come together, network, share ideas and learn more about the Confirmit Horizons platform. We had a great turn out despite the morning’s deluge and spent the day in the beautiful space at the Marylebone Hotel. Wale Omiyale, head of Confirmit’s global Market Research practice, kicked the day off by sharing his view of the purpose of the event, which included getting feedback from our cli

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Business Intelligence Has Changed – Welcome to the Age of Advanced Revenue Analytics

SugarCRM

BI (Business Intelligence) was a great innovation in the 90’s and people still use it to this day. Why not? It’s the devil you know; highly trained people are available for hire for excessive salaries, BI tools are all over the place, and everyone sings praises around their perceived virtues. I should know; I’ve created multiple BI software companies to help customers get key information that was very difficult, if not impossible to do, with normal tools.

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Market Research vs. Marketing Research — What’s the Difference?

Qualtrics

Have you ever wondered about the difference between Market Research and Marketing Research? Although these two terms are often used interchangeably, they have some differentiating qualities. The core difference between Market Research and Marketing Research is the scope of the concept. First, Market Research is a more narrow concept because it is research focused on a specific market, place or location.

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Beyond the hype: Practical advice on building a platform

Intercom, Inc.

? ?. It’s hard to find a hotter trend in Silicon Valley than the idea of turning your product into a platform. And it’s not without good reason: nearly all software products with dominant market share started as apps but grew to the point where third-party developers began building valuable integrations on top of what these companies had already created.

Start-ups 170
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2019 Confirmit ACE Awards Winners' Showcase

Confirmit

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. DOWNLOAD. The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change.

VOC 40
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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Top Five Reasons Why Sugar 5-Seat Edition is the Best Small Business CRM

SugarCRM

CRM is an essential tool for Sales and Marketing teams of any business. The best CRM empowers users to increase lead conversion and win repeat business. Small businesses have specific requirements and a limited budget. They struggle to find the best CRM at the right price. SugarCRM has a solution. Sugar offers the 5-Seat Edition to fulfill this need.

CRM 29
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Create A Survey With These 4 Common Sense Tips

Qualtrics

Creating online surveys is as much an art as it is a science. It involves attention to detail in the design and flow of your survey questionnaire. Creating an effective survey that yields actionable insights can be difficult, but with the right how-to advice, it doesn’t have to be. Effective survey design and flow gives power to your research.

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How to have impact as a product designer

Intercom, Inc.

A lot of the books, articles and discourse around product design focuses on the process of design work (the things designers do) and the output of design work (the things designers deliver). We often spend less time thinking and talking about the impact of design work – that is, what does our work truly achieve and change beyond just the artefact that it delivers.

Start-ups 222
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Totango Awarded Best SaaS Customer Success by APPEALIE

Totango

September 26, 2019. Yesterday at the 2019 APPEALIE SaaS Conference in San Francisco, Totango was named the winner of the 2019 APPEALIE Award for Best SaaS Customer Success. The APPEALIE is awarded annually to SaaS applications and solutions that demonstrate excellence through innovation, customer delight and dedication to constant improvement. Judged by leading customer success experts, entrants for the Best SaaS Customer Success category were judged based on their best customer success stories

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.