Sat.Dec 25, 2021 - Fri.Dec 31, 2021

Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj

Uniphore

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues.

Why do customer service reps give out bad information?

Inside Customer Service

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? My wife, Sally, and I recently had one of those experiences. Ironically, it happened while we were lining up to get into a comedy club. An employee approached us. You’re in the wrong line," he said.

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Scolding Customers is Never a Good Customer Service Strategy

Shaun Belding

We all run into situations where our clients and potential clients will choose a competitive company. They always have their reasons - and whether or not we agree with them, we need to respect them. There is never, ever a payoff in scolding customers, or trying to make them feel bad.

Here's why patient satisfaction is so important

Callminer

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

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Code-Dependence Is Holding Business Back for Insurers: How They Can Break Free

Lightico

CIOs and technical team leaders in insurance are faced with the challenge of accelerating operational efficiency and turning data into an enabler of business value and revenue growth across lines of businesses (LOBs).

Turn your Passion for CX into a Career Opportunity

The DiJulius Group

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees.

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Future of Machine Learning: Ways ML and AI Will Drive Innovation & Change

Customer Think

Did you know?? By 2022, the global ML market is expected to be worth $8.81 billion. It’s not a surprise that Artificial Intelligence (AI) and Machine Learning (ML) are two of the top buzzwords in today’s technological world.

How to Build a Customer Centric Roadmap for Your SaaS Product

Totango

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

6 Elements of Automated Workflows For Group Insurance Onboarding

Lightico

Carriers that provide group insurance need to ensure the onboarding process is as smooth and efficient as possible. Group plans require at least a 70% participation rate, so it’s in the carrier’s best interest to provide an onboarding journey that customers glide through till the end.

ICYMI, Part 2: 2021 Impact Roundup

Heart of the Customer

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

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5 Best Uses for Artificial Intelligence in B2B Sales in 2022

Customer Think

Seventy-five percent of salespeople believe that they could not do their jobs as effectively without current technologies, according to our latest research. Technology is essential in a world that relies on it to evolve and enhance the way sales teams connect and follow up with leads.

How to Fight Excessive Customer Churn: 4 Winning Strategies

Totango

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

4 Ways Documents Are Killing Agility for Insurance CIOs

Lightico

For CIOs in insurance, boosting operational efficiency and generating cost savings through digitized processes have always been top priorities. 77% of CIOs rank digital transformation as their top priority this past year. But their role has evolved dramatically in recent years.

Reinventing the Assumption on Human Needs

Conversation Agent

We overlook how much in life is about steps. There isn't a neat division between them, either. The development of one competency, skill, or the attainment of an achievement can be concurrent. You move up a step, and then review the previous one again. Hierarchies don't reveal nuance.

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Low-Code Mobile App Development Platform is in Rise | Why?

Customer Think

Low-code usage has been quickly expanding in recent years and it is expected to continue to dominate the software development market. The use of low-code web application development platforms is increasing due to a dearth of trained developers and increased demand for commercial apps.

Preparing for a Customer Business Review

ClientSuccess

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers.

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Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Happy New Year From SupportYourApp

SupportYourApp

Happy New Year everyone 🎉 2021 — what an unpredictable yet fascinating year. There have

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The Year in Narrative: A Review

Conversation Agent

2021 has been a year of deep reflection. While I've written much less than in the past on this site, most of the articles I did publish are witness to important work that I'm doing elsewhere. Witness to this change has been the letter.

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How to Build a Successful Startup Business Strategy? A Complete Guide Here

Customer Think

For the last decade, startups have been doing really well. Over the world, millions of startups are created by entrepreneurs. Thousands of startups are now generating millions of companies. “A A company started by one or more than one entrepreneur, to provide products or services to the impunity.

Sign Documents and Forms Automatically with Commbox Digital Signature 

CommBox

Digital signatures are a valuable resource in today’s digital environment. Companies use digital signatures for various purposes, mainly to optimize their paperwork processing, improve services and of course, reduce the use of paper. .

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Amazing Business Radio: Rebecca Morgan

Shep Hyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author.

What we Talk About When we Talk About Love

Conversation Agent

Together is the word of the year. As Copy Chief Vikki Ross says, Christmas 2021 Brief: Togetherness. Gap: All together now. Uniqlo: Warmer together. Pandora, Lufthansa, Extra Gum: Together again. So much in common. Toyota: Let's come together for the holidays. Guinness Storehouse: Together at last.

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The Blandscape of B2B Marketing Content Needs a Bit of Emotion

Customer Think

For some reason, B2B marketing content tends to lean more toward academia than literary license. Much of the content produced is dry, mechanical, and, well, academic. We think our content must exude professionalism because we sell complex, high-ticket.

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Top Multi-Tenant IP PBX Features and Benefits to know in 2022

Hodusoft

Top Multi-Tenant IP PBX Features and Benefits to know in 2022. The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.