Uniphore
DECEMBER 27, 2021
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. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.
Callminer
DECEMBER 27, 2021
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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Inside Customer Service
DECEMBER 30, 2021
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. "Get in that line," pointing to another queue of customers. So we dutifully followed his directions.
Shaun Belding
DECEMBER 25, 2021
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. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
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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.
Customer Think
DECEMBER 31, 2021
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. But, how will the two technologies create innovation and change in the near future? Do you have […].
Shep Hyken
DECEMBER 29, 2021
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. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Conversation Agent
DECEMBER 29, 2021
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. Needs go beyond the physical and psychological. To make a person, you have intellectual and spiritual dimensions as well.
Customer Think
DECEMBER 26, 2021
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. Now artificial intelligence (AI) has become a key piece […].
Totango
DECEMBER 26, 2021
Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.
Lightico
DECEMBER 29, 2021
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). But many traditional technology solutions still require custom development and coding by IT, sapping time and resources for development, testing and maintenance.
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.
Conversation Agent
DECEMBER 30, 2021
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. But if this year was not as prolific here, it was more intensely concentrated on the role of narrative and storytelling in our work and lives.
Customer Think
DECEMBER 28, 2021
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. In recent years, there has been a greater emphasis on grooming […].
Totango
DECEMBER 29, 2021
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. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.
Lightico
DECEMBER 26, 2021
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. Today, reducing costs is not enough — CIOs today need to focus on the bigger prize: unearthing new sources of revenue and driving the productivity that leads to growth.
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.
Conversation Agent
DECEMBER 27, 2021
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. We're in this situation together, yes. But each of us is living it separately.
Customer Think
DECEMBER 31, 2021
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 company started by one or more than one entrepreneur, to provide products or services to the impunity. An early-stage venture called startup with limited resources […].
Totango
DECEMBER 28, 2021
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. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.
Heart of the Customer
DECEMBER 30, 2021
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. We know we can do this by improving the experience for customers, but to […]. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.
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?
Beyond Philosophy
DECEMBER 30, 2021
Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.
Customer Think
DECEMBER 26, 2021
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.
The DiJulius Group
DECEMBER 29, 2021
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. CX has now replaced marketing when it comes to creating a brand perception and it requires a skillful professional to. Read Full Article.
ClientSuccess
DECEMBER 28, 2021
As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.
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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
Beyond Philosophy
DECEMBER 25, 2021
Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.
Customer Think
DECEMBER 26, 2021
Three impactful ways to use AI and unified customer profiles to tailor experiences in real-time The world is cautiously optimistic about using artificial intelligence (AI) from customer data due to privacy and AI-bias concerns. At the same time, AI is proven to boost sales for businesses. It saves the time it would get to get […].
Knowmax
DECEMBER 29, 2021
The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax.
Doing CX Right
DECEMBER 31, 2021
Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right.
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
Shep Hyken
DECEMBER 28, 2021
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. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.
Customer Think
DECEMBER 28, 2021
Brand Identity is all those elements that go into building a brand — such as a logo. These elements tell a story – the story of your business and what you stand for. Together they create an identity for your brand, by which you can easily introduce yourself to potential customers, as well as easily […].
cxservice360
DECEMBER 30, 2021
Customer support plays a vital role in building a brand protection and loyalty culture: Connecting with customers and developing an emotional relationship with them is the key to loyalty and the foundation for a long commitment. If your business positively engages with customers, it is more likely to create a culture of brand protection. Turning. Read more.
ProProfs
DECEMBER 29, 2021
Real estate agent training is a must in most realtors’ careers. In addition to work experience, it is through this training that they acquire the necessary skills and become professional liaisons between buyers and sellers. In the United States alone, there are more than two million real estate agents. 45% of brokers report that the biggest challenge their agents face is “keeping up with technology.”. 75% of real estate agents leave the industry within their first five years.
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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