Intercom, Inc.

APRIL 22, 2021

That question has been on Will Larson ‘s mind for a long time. For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Callminer

APRIL 21, 2021

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

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Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes. The manager has to spend extra time fixing problems. There is a simple solution.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

Government 174

Government Customer Experience Management Customer Experience CX 174

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Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

Legal 148

Legal Finance Healthcare Customer Service 148

Callminer

APRIL 19, 2021

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

AI 182

AI 182

Myra Golden Media

APRIL 23, 2021

Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions.

Customer Experience 126

Customer Experience 126

Taylor Reach Group

APRIL 23, 2021

By Peg Ayers. When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? Not necessarily. While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. An interim manager is an experienced contact center manager who leads your center for a defined length of time, perhaps three to six months, and then turns over the reins to a new long-term manager hired or pro

Contact Center 123

Contact Center Customer Relationship Management Education Start-ups 123

Heart of the Customer

APRIL 17, 2021

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation. You can watch the complete video […]. The post Interview: Kate Nightingale of Style Psychology appeared first on Heart of the Customer.

Customer Experience 103

Customer Experience CX 103

Customer Think

APRIL 23, 2021

A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it? Why is it that we still see market launches that are developed by extremely clever people in product planning, product management, engineering, UX, or even design, that don’t stand the test […].

Engineering 131

Engineering Innovation Customer Experience 131

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

The DiJulius Group

APRIL 21, 2021

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others. Is it Possible to Make Price Irrelevant? When I say you. Read Full Article.

Customer Experience 111

Customer Experience Customer Loyalty 111

Steven Van Belleghem

APRIL 20, 2021

Invent and Wander: The Collected Writings of Jeff Bezos – Walter Isaacson and Jeff Bezos. Few companies are as obsessed by customer experience as Amazon. Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!

Customer Experience 109

Customer Experience Sports CX Technology 109

Customer Think

APRIL 22, 2021

A couple of years ago, if we had asked, all companies would have expressed an interest in developing a mobile application. Even today, companies are eager to develop mobile applications, motivated by a number of factors. With over 3.5 million Android apps and close to 2.5 million iOS apps, it may seem like you’re missing […].

Technology 131

Technology Technology 131

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

Conversocial

APRIL 20, 2021

It’s been roughly a year (and a rough year) since lockdown was announced in London, where my family and I are currently living. During this year, travel bans have been imposed and removed with every passing season. For us - a family of frequent travelers - this meant not seeing our friends and family who are scattered across the globe between sunny Tel Aviv and busy New York.

Customer Experience 103

Customer Experience 103

Steven Van Belleghem

APRIL 19, 2021

At CTRIP, the largest online travel platform in China, 95% of traveler inquiries are answered within 20 seconds. Also, according to Ctrip, all of its customer service representatives are in-house travel specialists, rather than outsourcing call center operations to a 3rd party. They take customer service very seriously. A massive accident occurred on the M25 in Thurrock, England, stranding hundreds of motorists, and forcing people to sleep in their cars overnight.

Customer Experience 104

Customer Experience Sales Business Services Customer Service 104

Zendesk

APRIL 23, 2021

On your journey to sales greatness, a little inspiration is necessary at times. Whether you’re struggling to meet your targets, feeling bummed after a harsh rejection, or finding it difficult to focus, a few encouraging quotes can help you power through those challenging days. So, we’ve compiled our favorite sales quotes from the likes of Zig Ziglar, Jeffrey Gitomer, Richard Branson, Jill Konrath, and more—all categorized by common obstacles salespeople face: Productivity quotes for knocking out

Sales 98

Sales Outlook Start-ups Construction 98

Customer Think

APRIL 22, 2021

Over the past couple of months, cookies have returned to being a hot button item for digital marketers. Ranging from Google’s announcement of the removal of cookies in its Chrome browser to the fight between Facebook and Apple, discussions on the death of the third-party cookie and removal of browser and device-related tracking have dominated […].

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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

Comm100

APRIL 22, 2021

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.

AI 98

AI Machine Learning Engineering Education 98

TeamSupport

APRIL 20, 2021

What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy. We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning.

Customer Service 98

Customer Service Customer Satisfaction B2B Customer Experience 98

Zendesk

APRIL 21, 2021

Our collective environmental footprint is not a new topic area—but it is one that deserves more attention. Not only because the current rate of climate change poses an existential threat to all life on the planet, but also because it’s a topic that matters to Zendesk employees. Surveyed last October, employee feedback informed four deliberate areas of social impact focus for 2021: Food Insecurity, Mental Health, Digital Equity & Inclusion, and Climate Change.

Government 98

Government Education Innovation Technology 98

Customer Think

APRIL 22, 2021

One of the industries that benefitted from the COVID-19 pandemic is the OTT industry (Over-The-Top). Yes, OTT platforms saw tremendous growth, and they became a major source of entertainment for users. As per Statista, OTT media revenue is predicted to reach over 167 billion U.S. dollars by 2025, more than twice the 83.3 billion earned […].

Entertainment 116

Entertainment Technology Technology 116

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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

Execs In The Know

APRIL 23, 2021

The onset of coronavirus required us all to become crisis management experts overnight. Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.”. The pandemic crisis forever changed the way we live and work. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties.

Innovation 93

Innovation CX VOC Outlook 93

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.

CX Transformation 78

CX Transformation Management Consulting CX Customer Experience 78

Zendesk

APRIL 22, 2021

Last year, meeting up with friends looked a lot different. With everyone stuck at home during the pandemic, people were looking for a way to connect safely to do things together, and Discord’s popularity exploded. Originally built for people who wanted to communicate with friends around the world while they played video games, Discord has gained traction with a much wider community.

Gaming 98

Gaming CX Customer Loyalty Innovation 98

Customer Think

APRIL 23, 2021

I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95.

Customer Feedback 112

Customer Feedback 112

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

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team. It can seem like an impossible balancing act – but customer support operations can help.

Close the Loop 78

Close the Loop Start-ups Sales Business Operations 78

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interaction

Management Consulting 78

Management Consulting Customer Relationship AI Customer Experience 78

Myra Golden Media

APRIL 22, 2021

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. (All you’ll have to do is print (or just save) my guide and walk your team through the phrases!).

Customer Service 71

Customer Service Customer Experience 71

Customer Think

APRIL 22, 2021

Article originally published at Eglobalis Customers of different industries place a different value on the elements that generate their overall experience. A pharmacy customer may prioritize product availability, safety and compliance, whereas high-end retail shoppers prioritize quality and choice. (Data source Gartner) Others may prioritize convenience, design, simplicity, and usability.

Compliance 111

Compliance Retail Technology Technology 111

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