Callminer

MAY 23, 2018

See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

AI 345

AI Customer Experience 345

Intercom, Inc.

MAY 22, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzzworthy to expected. User testing is now a must-do, thanks to the lean build-measure-learn mantra that has inspired modern product development. It’s also been great to see exploratory research gaining ground as a strategy for identifying product opportunities.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.

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Sports Customer Loyalty Customer Experience 134

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. I specifically designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience.

Social Media 111

Social Media Customer Experience 111

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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.

Callminer

MAY 21, 2018

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a predictions centre.

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Intercom, Inc.

MAY 22, 2018

Today we’re launching our latest print and audiobook – Intercom on Marketing. Published in a digital format back in January, more than 35,000 people have already enjoyed our no-nonsense, actionable advice covering the entire spectrum of marketing, from messaging to monetization. But a recurring piece of feedback we’ve got from our readers is that they don’t like being chained to one format, and want to enjoy our books in ways that extend beyond the confines of PDF and mobi.

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Sales 188

Myra Golden Media

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop. Today I’m giving you a preview of the three steps I’ll be sharing in-depth at the Customer Contact Week Conference.

Construction 78

Construction Social Media 78

Customer Bliss

MAY 23, 2018

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

Sports 78

Sports E-commerce Customer Experience Legal 78

Intercom, Inc.

MAY 21, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzz-worthy to expected. User testing research is the backbone of the modern, lean, build-measure-learn mantra by which software is now made. At Intercom, exploratory research has also emerged as a key component in Intercom’s toolkit. Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

Beyond Philosophy

MAY 25, 2018

All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. The post How to Avoid Customer Defection appeared first on.

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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.

Retail

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key objectives. The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and sh

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Waypoint Group

MAY 25, 2018

From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessi

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B2C B2B Innovation CX 66

Fonolo

MAY 22, 2018

A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

Beyond Philosophy

MAY 21, 2018

Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics. The post How Do You Keep Up with Customer Expectations? appeared first on.

Customer Expectations 68

Customer Expectations 68

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.

Voice of the Customer

Taylor Reach Group

MAY 23, 2018

The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. TORONTO (PRWEB) May 23, 2018. The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within t

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Contact Center Retail E-commerce CX 60

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons.

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Customer Feedback CEM VOC Business Administration 54

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. 5/23/2018. By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car. The punch line is that when the car needs to be replaced, the consumer only gets ¾ of a car, which is not useful or practical. (While some people may enjoy driving a vehicle with 3 tires, most of us find 4 tires work best.).

Contact Center 48

Contact Center Social Media Text Analytics Gaming 48

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity! Remember the old Gartner stat: 95% of companies collect customer feedback.

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Close the Loop VOC CEM Start-ups 50

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?

Technology

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6,

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Contact Center CX Healthcare Social Media 48

Kate Nasser

MAY 19, 2018

Are customers frustrating you? Here's how to avoid losing it & be happy about your restraint. Insight fr The People Skills Coach™. The post Customers Frustrating You? How to Feel Content in Restraint | #custserv appeared first on KateNasser.com.

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Customer Service Customer Experience 40

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

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Contact Center Artificial Intelligence Text Analytics AI 48

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. How to resolve and prevent those issues. The process for resolving those issues. The leading metrics that ensure you’re on track to accelerate profitable growth. Resources (including a whitepaper and template) to put this system into action.

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Non-Profits B2B Sales Voice of the Customer 40

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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

Customer Bliss

MAY 22, 2018

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.

Hospitality 40

Hospitality Hospitality Start-ups AI 40

Confirmit

MAY 21, 2018

Market Research clients are demanding research faster than ever before as they struggle to keep up with rapid consumer and market changes. To meet this demand, Market Researchers must seek new opportunities to be agile and automate as many processes as possible. New innovations and evolving technology are now available to help researchers turnaround projects and respond to client demands faster, without compromising quality.

Innovation 40

Innovation Technology Technology 40

SugarCRM

MAY 25, 2018

We’re less than 24 hours into the GDPR era and already Facebook and Google have been hit with lawsuits and many major U.S. news sites are down in Europe. Are we having fun yet? Here’s a positive: now that it’s May 25th, 2018, we’ll no longer be subjected to, “GDPR is Coming” emails, articles and blog posts. Yep, at long last GDPR has finally arrived.

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Compliance Legal Technology Technology 30

1 to 1

MAY 22, 2018

Great customer relationships happen when brands authentically connect with customers to create a community. Diversity and inclusion must be part of the mix; it’s not an option. Anthony Larrisey of Industria Creative talks to TTEC’s Jeff Marcoux about the evolution of multicultural marketing and how to create authentic, collaborative experiences that fuel strong emotional bonds.

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Customer Relationship CX 20

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

Retail

Intercom, Inc.

MAY 24, 2018

When used correctly, data can powerfully enrich sales and marketing efforts and help any business fuel growth. But all too often, companies fall into the trap of using partial or old data to drive major decisions. As the Head of Growth Marketing at Clearbit , and previously a co-founder and CEO of more than a few startups (including WorkMob, ApiXchange, and GoFlow), Matt Sornson knows these pitfalls intimately and how to avoid them.

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B2B Sales Start-ups B2C 182

Confirmit

MAY 21, 2018

Kerie is currently an intern, working in the Confirmit London office. Having studied event management at Greenwich University, I realized I had a lot of interest in marketing in general and so was eager to gain experience in the industry. I had never heard of Confirmit before, but since starting my eyes have been opened to what the company is about, the different services they offer, and how beneficial their services are to businesses concerning Customer Experience, Voice of the Customer, and Ma

Hospitality 40

Hospitality Hospitality B2B Voice of the Customer 40

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

ProProfs

MAY 22, 2018

Have you ever thought why some organizations grow continuously while others get stagnant? Is it because of no or fewer employee benefits, lack of training or probably both? The reason behind the continuous growth of businesses is that they invest most of their time and resources in training their employees and brushing up their skills. Employees, on the other hand, seeks growth.

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Technology Technology 94

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

CX