Uniphore

JULY 8, 2021

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level

Sales 246

Sales B2B AI Customer Service 246

Callminer

JULY 7, 2021

Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.

AI 182

AI 182

Inside Customer Service

JULY 8, 2021

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. It was taking the team 4.5 hours to watch the videos and complete the exercises as a group.

Customer Service 147

Customer Service 147

The Belding Group

JULY 5, 2021

The things you will learn as a mentor will stay with you all of your life. The first thing you'll learn is that the process of teaching and guiding an eager student will have a unexpectedly positive impact on you. Shaun Belding | www.shaunbelding.com.

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Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Shaun Belding

JULY 9, 2021

Customer Service Tip: Lose The Rules Here’s a huge customer service tip: Lose the rules, and make it EASY for customers to do business with you. The more hoops you make your customer jump through, and the more rules you have for your customers to follow, the less they will enjoy their experience with […].

Customer Service 130

Customer Service 130

Callminer

JULY 5, 2021

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog.

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182

The Belding Group

JULY 6, 2021

A Great Mentor Can Change Your Life There’s a great quote by Thomas Jefferson – “I’m a great believer in luck and I find the harder I work the more I have of it.” There’s no question that an individual’s success is directly proportional to the amount of work he (she) puts in. But […]. Shaun Belding | www.shaunbelding.com.

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Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

The DiJulius Group

JULY 7, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.

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Adrian Swinscoe

JULY 9, 2021

Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing these […]. The post Two radical ideas for experience leaders first appeared on Adrian Swinscoe.

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The Belding Group

JULY 5, 2021

The ability to motivate the people around you is a tremendous skill to acquire. But how do you do it? Here are three general strategies you can use to motivate other people: Shaun Belding | www.shaunbelding.com.

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Customer Think

JULY 4, 2021

What is the point of a product or service? To benefit the people who use it! A successful product or service will focus on user experience as a metric of success. A big part of this is to look at interactive design. Interactive design is the relationship between the digital product and the consumer. In […].

Innovation 142

Innovation Customer Experience 142

Shep Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Adrian Swinscoe

JULY 9, 2021

This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Your customers want to feel noticed. They’re keen to communicate, […]. The post Why should you personalize everything for your customers first appeared on Adrian Swinscoe.

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130

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

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question.

CX 130

CX Net Promoter Score Government NPS 130

Customer Think

JULY 7, 2021

Do your new customers resist or push back just when you expect them to be interested and engaged? Do your internal teams struggle to onboard new accounts? Do your users pause or even cancel their licenses before they ever go live? It may be due to the inner workings of the brain. Neuroscience offers intriguing […].

Customer Loyalty 135

Customer Loyalty 135

Shep Hyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

E-commerce 122

E-commerce Social Media Manufacturing Management Consulting 122

Adrian Swinscoe

JULY 9, 2021

Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service 130

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

The DiJulius Group

JULY 6, 2021

Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article. The post How to Live an Extraordinary Life…So countless others do as well appeared first on The DiJulius Group.

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Customer Think

JULY 4, 2021

The Gig Economy – Work On-Demand In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often […].

Customer Service 132

Customer Service Contact Center 132

Beyond Philosophy

JULY 3, 2021

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Adrian Swinscoe

JULY 9, 2021

I remember flying from London to Barcelona five years ago to speak at a conference. On entering the departure lounge, I was notified that the plane […]. The post Why the future of customer experience lies in the present first appeared on Adrian Swinscoe.

Customer Experience 130

Customer Experience 130

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

Shep Hyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.

Customer Service 121

Customer Service Customer Experience 121

Customer Think

JULY 9, 2021

For many of today’s retailers, ecommerce is a vital consideration. Consumers have long grown used to shopping online, and a dedicated ecommerce website is an excellent choice. But apps make shopping easier than ever before, and shouldn’t be overlooked. Building an app shouldn’t be taken lightly – they require thoughtful design and need to allow […].

Retail 130

Retail Technology Technology Customer Experience 130

Conversation Agent

JULY 6, 2021

Life doesn't stick to a script. Why would business? Do you enjoy when you receive a call from someone who's reading a script? How many conversations are exactly the same as others you've had in the past? Things you invent and come up with in the spur of the moment can be as good as those you labor over. The best sales people I worked with know that listening and being in the conversation with customers and prospects is the winning way.

Sales 117

Sales 117

Adrian Swinscoe

JULY 9, 2021

Over the last 12 months, we have seen a surge in investment in Artificial Intelligence (AI) enabled customer self-service technologies as brands have put in place […]. The post Three ways that organizations are under utilizing AI in their customer experience first appeared on Adrian Swinscoe.

Artificial Intelligence 130

Artificial Intelligence AI Customer Experience Technology 130

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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

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Understanding that complexity is essential in planning your customer service and marketing strategies. So, how can you analyze your journey and go about improving it in the right way? We’ve come up with the essential guide to help you do just that.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Customer Think

JULY 9, 2021

The practice of measuring success spans all industries and lines of work. Outlining the metrics of success, or key performance indicators (KPIs), is how most organizations determine whether or not they are on the right track to meet their goals. KPIs can be extremely helpful; however, it can also be easy to get lost in […].

Scorecard 129

Scorecard Customer Loyalty Customer Experience 129

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

Adrian Swinscoe

JULY 9, 2021

Elton John once famously sang, “Sorry seems to be the hardest word.” However, according to some recent CallMiner data, “Sorry” doesn’t seem to be a hard […]. The post Elton John was wrong, sorry isn’t the hardest word first appeared on Adrian Swinscoe.

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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