Callminer
AUGUST 8, 2018
Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.
Intercom, Inc.
AUGUST 6, 2018
As relationship managers, we’re tasked with knowing exactly what brings our customers value and helping customers grow their businesses so our business can grow too. But how do you form deep customer relationships when you’re managing hundreds of accounts? To do our jobs effectively, relationship managers need to know many of the same things traditional customer success managers know.
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Uniphore
AUGUST 9, 2018
Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now
Beyond Philosophy
AUGUST 8, 2018
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.
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Callminer
AUGUST 7, 2018
Contact centers are a vital part of ongoing business success.
Intercom, Inc.
AUGUST 6, 2018
The abundance of software tools on offer today brings with it a whole host of challenges. For product builders, it’s never been harder to get discovered in such a crowded marketplace. For users, having your workflows and data spread across multiple siloed tools in many different places brings unnecessary complexity to day-to-day work. It’s no wonder that companies like Slack, Salesforce and Intercom have invested in an ecosystem made up of smart people building things in one place, allowing cust
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
AUGUST 9, 2018
You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […].
Myra Golden Media
AUGUST 8, 2018
I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.
Intercom, Inc.
AUGUST 10, 2018
This week we launched Custom Bots , a powerful new way to build completely customizable chatbots that work right in the Intercom Messenger. Powered by our Operator bot, these bots open up incredible new opportunities for helping you to turn your website visitors into paying customers. Combined with all the new apps in our Intercom App Store , these Custom Bots will make sure that both you and your customers get exactly the right outcome.
Beyond Philosophy
AUGUST 10, 2018
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It’s amazing that most organization’s segmentation is so basic. In today’s new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? Listen for actionable tips and insights in this episode.
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
AUGUST 10, 2018
Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.
Lumoa
AUGUST 9, 2018
Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.
Fonolo
AUGUST 8, 2018
*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know. For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. Not only are we clinging to the fast-moving coattails of technological shifts that send shock waves through our industry, we are also scrambling to keep ourselves modern, current, and meeting the evolving needs of consume
Customer Bliss
AUGUST 9, 2018
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.
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.
1 to 1
AUGUST 6, 2018
There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.” But as customer experience takes a more prominent role and these employees become more strategic, those titles don’t go far enough.
DMG Consulting
AUGUST 9, 2018
DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. 8/8/2018. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.
Fonolo
AUGUST 9, 2018
If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate. The personal gratification we experience from a good book applies to most any genre or style of novel: Self-help books, poetry anthologies, historical epics, and pro
Kerry Bodine
AUGUST 7, 2018
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.
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?
Customer Bliss
AUGUST 10, 2018
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. It was a great discussion where they laid out the details of why they established the room, it’s value, and how it’s used.
Customer Service Training
AUGUST 8, 2018
Quick Thinking is important when helping customers, this exercise helps people develop this important skill
Chip Bell
AUGUST 7, 2018
Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today’s customers do not talk (remark) or tweet about good service; only experiences they find unique, special and ingenious. Wise organization care about the character of service, not just its features. The post Seriously Sparkly Service: The Power of Profoundly Remarkable appeared first on Chip Bell.
Help Scout
AUGUST 8, 2018
When you’ve grown to love a product or a service, learning you need to shell out more money to maintain the status quo can be a bummer. How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision.
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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
CX Journey
AUGUST 8, 2018
Image courtesy of Pixabay This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here. I'll dive right in with more details about your CX Champions team. How often does the CX Champions team meet? In the early days, the team should meet monthly, but this can be adjusted over time to meet more frequently or less frequently, as needed.
Intercom, Inc.
AUGUST 9, 2018
For more than 20 years, Lili Cheng has been shaping the way we chat. First with Comic Chat, a graphical IRC feature built into Internet Explorer in the mid ’90s and now as Microsoft’s Vice President of Artificial Intelligence and Research, where she oversees the company’s Bot Framework and cognitive services. On the heels of launching Intercom’s newest feature, Custom Bots , I hosted Lili on our podcast.
Chip Bell
AUGUST 7, 2018
Value-added service is facing a dead-end street! As margins get more challenging, taking what your customers expect and just adding more is no longer the best path to growth and profits! Today’s winners focus on value-unique—creating those unexpected, simple but inventive ways to take their customers’ breath away! Awesome service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consis
ProProfs
AUGUST 10, 2018
Are you aware of the challenges usually encountered by startups and growing organizations? Speaking of the challenges, the major one often faced by the team working is the lack of sufficient workforce. Such a situation calls for a complete mashup of work and responsibilities, especially if there is less number of employees but each involved in more than one task rather multiple tasks at the same time.
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
PeopleMetrics
AUGUST 7, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. This is why this lesson is so early in the book. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms.
Intercom, Inc.
AUGUST 8, 2018
Today we are launching a brand new product called Custom Bots , which allows you to create completely customizable chatbots on your website in minutes. We believe these new chatbots will help our customers grow their business in much faster, more efficient ways, and will usher in a new era in customer communication. Custom Bots run on your website, helping guide your valuable website visitors to the right outcome for you and for them, without any manual human intervention.
Chip Bell
AUGUST 7, 2018
If 10 years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. (according to the American Customer Satisfaction Index), your investment today would be worth over $650. Additionally, operations that put their customers in the center of their planning and execution attract the best employees and retain the best customers.
TeamSupport
AUGUST 10, 2018
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies. These essential conversations may be unpredictable, but you can still refine your tactics to be prepared for them when they do pop up.
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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