Callminer
APRIL 25, 2022
Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS.
Heart of the Customer
APRIL 29, 2022
Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong. Almost two-thirds fail to drive action. That’s not all that surprising, since most neglect to […].
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Provide Support
APRIL 29, 2022
The post 3 Reasons You Need to Have a Reliable Communication Channel for Your Customers and Employees appeared first on Provide Support Blog.
Adrian Swinscoe
APRIL 29, 2022
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe.
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Callminer
APRIL 27, 2022
Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space.
Inside Customer Service
APRIL 28, 2022
I once delivered the same customer service workshop over 200 times in a two-year period. Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
APRIL 25, 2022
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […]. The post Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET first appeared on Adrian Swinscoe.
Shep Hyken
APRIL 29, 2022
This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
Shaun Belding
APRIL 28, 2022
Internal customer service has become a hot topic over the last few years. It’s frustrating when you feel you can’t rely on your coworkers to do their part. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Intercom, Inc.
APRIL 26, 2022
I’m excited to announce that we have welcomed a new and accomplished member to the Intercom board: Eileen Naughton, previously an executive leader at Google, President of Time Magazine, and General Manager of Fortune. Eileen is a genuine, down-to-earth, exceptional leader, who brings an unusually broad set of experiences across a range of fields and industries.
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.
Steven Van Belleghem
APRIL 26, 2022
SpaceX and Starlink. I want to illustrate the higher purpose of Elon Musk’s Starlink company – probably my top favourite visit in this tour – with a story about their custom-made devices for Ukraine. Walking around in the Starlink factory, we could see that the packages were separated into two piles: one for Ukraine and another for all the other countries.
The DiJulius Group
APRIL 26, 2022
For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018. In a world of too many ugly and.
Beyond Philosophy
APRIL 28, 2022
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.
Zendesk
APRIL 29, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. AfterShip Returns Center. AfterShip Returns Center (Support) is a must-have returns management portal that ensures a happy post-purchase experience. AfterShip Returns Center is built with an intuitive interface for your customers to process a return from your online store.
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.
Execs In The Know
APRIL 28, 2022
PHOENIX, ARIZONA, US, April 28, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the addition of Lisa Sinacola, Worldwide Leader | Modern Life, Gaming and Customer Service – Customer Service and Support at Microsoft, to the company’s 2022 Corporate Advisory Board.
Zonka Feedback
APRIL 27, 2022
NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.
Ameyo Callversations
APRIL 25, 2022
We live in a time where our attention span has surprisingly shrunk down. And it is also understandable when we look at the amount of information and entertainment available there. However, this poses a big challenge for businesses to attract new customers. Commerce thrives on the consumer’s attention; more attention over a product will be the chances of acquiring customers.
CSAT.AI
APRIL 28, 2022
Do you want to be known throughout your industry as failing in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by your customer base one of your top goals? If so, read on. Here we have some of the worst performing industries and brands, according to the 2021 American Consumer Satisfaction Index , JD Power 2021 Service Provider Satisfaction Studies and more.
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?
Execs In The Know
APRIL 29, 2022
The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. Learning how to deliver this in a distributed environment has proved challenging for many companies.
Zonka Feedback
APRIL 25, 2022
66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.
Totango
APRIL 25, 2022
Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys.
Conversation Agent
APRIL 27, 2022
And if so, how should we think about what we do with it? Innovation is not a single thing, a eureka (Greek for I have found) moment. There are many factors that go into taking a discovery to making an impact. Bringing something new to the world means standing on the shoulders of giants across generations and working with many people. Rather, innovation is a process where you match the right kinds of questions and the right strategies or resolve.
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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
Execs In The Know
APRIL 28, 2022
Are you looking for the smartest way to support customer care while protecting your brand? For most contact center leaders, the answer is yes. The answer isn’t adding more team leaders, extending training time, or budgeting for significant errors and fraud. Contact centers with an eye to the future are adopting attended automation to support their teams and their business.
Qmatic
APRIL 27, 2022
Waiting is another word for lost time — and it’s always stressful and annoying. But waiting — and waiting — in a doctor’s office is not only stressful and potentially a health risk, it can also negatively impact the patient’s perception of the visit and treatment.
Doing CX Right
APRIL 29, 2022
Rob Stewart, Business Author, and Teacher shares how to maximize staff engagement & productivity while reducing costs (turnover, recruitment, training) for sustainable business growth. The post Maximizing Agent and Employee Engagement To Deliver Customer Excellence appeared first on Doing CX Right.
Conversation Agent
APRIL 25, 2022
If it were up to me — and many other people who love using Twitter to find ideas — Twitter lists would have been a much better product. Better than hashtags, Twitter lists are a simple way to signal interest and focus. The image above in just a small snapshot of the lists other people put me on. List inclusion depends on the topics and themes you write about and the content you share.
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
Execs In The Know
APRIL 29, 2022
There have been many incorrect assumptions made about customer preferences as the world has grown a digital core; chief among them is that customers will no longer want human assistance with the brands they patronize. In fact, the opposite has been shown to be true, assisted contact volumes have not dried up, and never will, and customers value assisted service more than ever before.
Myra Golden Media
APRIL 29, 2022
How closely are the employee and customer experience related? Very. Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Recently I sat down with Momentive, Inc to explore some of the challenges facing employees, how companies can create better employee experiences, and how doing so creates a much better customer experience.
Shep Hyken
APRIL 27, 2022
Is the CEO or owner the most important employee of a business? They are the people who make the big decisions and determine the vision and strategy of the company. But if not for the company’s employees, that vision and strategy would mean nothing. . Here is where I’m going with this idea. Let’s say the owner of a restaurant is also the chef. This chef prepares the most amazing meals using the highest quality ingredients, and customers are willing to pay a premium to enjoy this epicurean exper
Doing CX Right
APRIL 24, 2022
Ethan Beute, Autor and Chief Evangelist at BombBomb, shares best practices for using videos to elicit positive emotions, enhance relationships and rehumanize business as a brand differentiator. The post Improving Communication and Rehumanizing Business Through Videos appeared first on Doing CX Right.
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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