Intercom, Inc.

JULY 29, 2021

Well, at the beginning of 2020, no one had the playbook for that. And so, Mark Rudden and his team had to figure it all out by themselves. Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

Contact Center 182

Contact Center 182

Inside Customer Service

JULY 29, 2021

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. A computer program ran in the background during each call to determine if the customer was eligible for the company credit card.

Customer Service 147

Customer Service Scorecard Contact Center Start-ups 147

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

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The DiJulius Group

JULY 26, 2021

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue. This toxic combination can leave even your best team member saying, “woe is me…we need help!” As. Read Full Article. The post How to Avoid the “Woe is Me” Employee Mentality appeared first on The DiJulius Group.

Customer Experience 144

Customer Experience 144

Callminer

JULY 27, 2021

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

Omnichannel 182

Omnichannel Customer Service Customer Expectations 182

Shep Hyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. For example, your customers might say: “They are always so helpful.”.

Customer Service 140

Customer Service Start-ups Customer Experience 140

Adrian Swinscoe

JULY 27, 2021

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. […]. The post We are all only one moment away from creating a hyper fan – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.

CX 100

CX 100

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Customer Think

JULY 29, 2021

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization.

Customer Experience 134

Customer Experience 134

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 30, 2021

This week we feature an article by Nathan?Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

Start-ups 135

Start-ups Finance Customer Service Customer Experience 135

Heart of the Customer

JULY 28, 2021

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer. Platforms from Salesforce, Adobe, and others incorporate this capability into their platforms, and third-party offerings from Thunderhead, Kitewheel, Usermind, and Pointillist work across systems, without having to […].

Voice of the Customer 103

Voice of the Customer CX Customer Experience 103

Sprinklr

JULY 29, 2021

Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to spend 31% more on a business with excellent reviews. In other words, customers are paying close attention to feedback about your products across a wide variety of digital channels and using that information to guide their decisions.

CXM 111

CXM Manufacturing Social Media Social Listening 111

Customer Think

JULY 30, 2021

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button. Sometimes I switch things up […].

Contact Center 131

Contact Center Innovation 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

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that.

Construction 88

Construction Start-ups Retail Innovation 88

Conversation Agent

JULY 28, 2021

The World Heritage Committee inscribed the porticoes on the list during the 44th session. The porticoes of Bologna have been listed on the UNESCO World Heritage site since January 2006. People have been using this network of covered areas for a long time (stretches date to 13th Century). This alone makes them of 'outstanding universal value.' Imagine being able to walk all the way from the city to the Sanctuary of San Luca atop the La Guardia hill without getting wet.

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100

Zendesk

JULY 30, 2021

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change. The world’s largest retail trade association brought together industry experts who shared their stories and advice for meeting consumers where they are in the new normal. From embracing the role of ecommerce to finding new ways to connect with shoppers on a human level, retail leadership is focused on delivering great customer experiences.

Retail 98

Retail Omnichannel Sales Customer Service 98

Customer Think

JULY 30, 2021

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few bad encounters, according to PwC. That’s why they put such […].

Customer Experience 130

Customer Experience 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

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

Customer Experience 88

Customer Experience Management Consulting CX Customer Service 88

Zonka Feedback

JULY 30, 2021

Almost all successful businesses have one thing in common. They all have some customers who are the most satisfied and are truly loyal to the brand. Customer Loyalty doesn’t make it by itself among the customers. It is your actions and zeal for Customer Satisfaction that result in Customer Loyalty. It will not be wrong to say that you have to earn Customer Loyalty.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction Customer Experience 98

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With one simple tweet, status update, or blog post, they can reach thousands of people right away. In one negative post from a dissatisfied customer, lies the potential to ruin your brand image.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Customer Think

JULY 30, 2021

There are occasions in life where it pays to get up, toss out your plans, and just go with the moment. Making B2B sales is not one of them. B2B selling is challenging. The stakes are higher, sales cycles are long, leads can be hard to come by – and when you do get a […].

B2B 127

B2B Sales 127

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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

Sprinklr

JULY 30, 2021

At Sprinklr, At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class engineering team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Rahul Anishetty, VP, Product Engineering, who shared his thoughts on working at Sprinklr.

Artificial Intelligence 98

Artificial Intelligence Engineering Innovation AI 98

Zonka Feedback

JULY 28, 2021

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand.

Customer Loyalty 98

Customer Loyalty Customer Experience 98

Zendesk

JULY 28, 2021

In fact, according to Gartner, by 2022 70% of all customer interactions will involve emerging tools like chatbots , machine learning, and mobile messaging, up from 15% from 2018. Customer service automation has proven to reduce agent frustration and turnover, increase customer satisfaction and improve customer loyalty. Automation does not come without any challenges, however.

Customer Satisfaction 98

Customer Satisfaction Machine Learning AI CRM 98

Customer Think

JULY 27, 2021

If there was one thing that the Covid-19 pandemic has taught us, all businesses need to enhance their presence online or start building their online presence. However, there are also a handful of industries and business types in which an online presence was not a priority. These affected businesses may have only just started to […].

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127

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

Sprinklr

JULY 30, 2021

Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.

Contact Center 98

Contact Center CXM CX Customer Service 98

Zonka Feedback

JULY 27, 2021

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things? No, they are different from each other.

Customer Service 98

Customer Service Customer Experience Business Growth 98

Aquire

JULY 26, 2021

Keeping your existing customers on board is a tough task in this competitive world. You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. In recent years, customer loyalty programs have changed drastically, going digital, getting more effective, and offering unique experiences.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Customer Think

JULY 29, 2021

Understanding how to give your customers an experience they will remember is critical in retaining them for the long run. You have spent time and money acquiring those customers so it’s vital to keep them coming back time and time again. Getting a new customer to try your business can be anywhere from five to […].

Customer Experience 125

Customer Experience 125

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