Adrian Swinscoe
JANUARY 13, 2022
Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe.
Uniphore
JANUARY 13, 2022
As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.
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Intercom, Inc.
JANUARY 11, 2022
Today, we’re excited to announce Intercom’s first virtual launch event, New at Intercom , to be held on March 23rd. . We’re witnessing a ??dramatic one-way acceleration in the transition to a primarily online business environment, and that shift is transforming how businesses engage with prospects and customers. Making the most of this opportunity requires the tools of tomorrow.
Bill Quiseng
JANUARY 10, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.
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Inside Customer Service
JANUARY 13, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Hotels have gotten sneaky with resort fees. They're tacked on to the advertised rate, hidden in the "taxes and fees" section at the end of the booking process.
Uniphore
JANUARY 14, 2022
WEBINAR. Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JANUARY 10, 2022
“Digital transformation isn’t about tech for tech’s sake – it’s about using technology to achieve business goals.” – Teresa Torres Do you know? 87% of organizations claim to have profitable results after implementing digitization in business. Indeed this digitization has proved to be a boon for businesses. With the immediate business shut down in the […].
The DiJulius Group
JANUARY 10, 2022
In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.
Steven Van Belleghem
JANUARY 10, 2022
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter. Customers will never love a company until the employees love it first. – Simon Sinek. Stop selling, start helping. – Zig Ziglar. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. – Shep Hyken.
Intercom, Inc.
JANUARY 12, 2022
At Intercom we obsess about our customers’ success. We also prioritize moving fast , making quick, effective decisions, and maintaining momentum. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently.
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.
Customer Think
JANUARY 8, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized an.
Hodusoft
JANUARY 11, 2022
2022 Checklist on How to Choose the Best Auto Dialer for Your Business. Selecting the most appropriate products and services can be a challenging task for small and large businesses, which can be accomplished only after years of hard work and concentration. Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue.
Myra Golden Media
JANUARY 12, 2022
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.
Heart of the Customer
JANUARY 13, 2022
I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me. But I’m calling […]. The post Don’t Leave Your Customers Stranded appeared first on Heart of the Customer.
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.
Customer Think
JANUARY 10, 2022
It’s a fact, content below the fold gets less attention. That’s why a best practice in content marketing is to place your best content above the fold. As a marketer, it’s crucial to think about what it takes to ensure that your content gets read, absorbed, and shared by readers across the Internet. When it […].
Beyond Philosophy
JANUARY 8, 2022
We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. However, there are other customer relationships that have moved beyond difficult. The costs of the resources it takes to manage the many aspects of doing business with them has outgrown the revenue the generate.
Conversation Agent
JANUARY 11, 2022
Nearly 11 years ago, I outlined a framework to calculate the costs of building a proprietary community. The conceptual and operational aspects (1, 2, 4, 5, 6) still hold. Good content at number 3 is the opportunity: to differentiate, weave a good narrative, and establish a path to value. But there are some fundamental questions I had missed. Do we build a net new community, or do we invite the existing community?
Totango
JANUARY 12, 2022
Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in
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?
Customer Think
JANUARY 13, 2022
Too often, corporate bottlenecks stall progress and growth. This is particularly true in the digital space, when red tape stifles innovation and slows the speed of digital transformation. Simply said, businesses that can’t keep up – get left behind. In 2021, we must replace the knee-jerk reaction for top-down decision making and empower our teams […].
Help Scout
JANUARY 12, 2022
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Beyond Philosophy
JANUARY 13, 2022
Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.
Fonolo
JANUARY 13, 2022
Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. With so many moving parts, it’s hard to measure call center management performance.
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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
Customer Think
JANUARY 8, 2022
I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I know. I could have done it via the app, but I had a lot of questions and didn’t want to sit on the phone waiting for an agent. During my.
DMG Consulting
JANUARY 10, 2022
How to Make 2022 The Year of the CX. It’s been an extremely challenging two years, a period of time filled with ups and downs, hopes and fears, conflicting information, disruption of everything, massive innovation, and more. We’ve never experienced anything like it in the past, and we hope we don’t again. Yet, along with all of the bad has come some surprisingly positive changes and outcomes, many of which we do not yet fully appreciate.
Beyond Philosophy
JANUARY 12, 2022
Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want.
Fonolo
JANUARY 11, 2022
What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. They pave the way for the success of their call center agents, and by extension, the rest of the business. From training and goal-setting to scheduling and supporting, a call center manager wears many different hats and must maintain a high level of flexibility in their day-to-day sch
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
Customer Think
JANUARY 12, 2022
The cab driver on his way from Dublin airport was dispensing unsolicited advice on two topics to our family: alcohol and where to buy it cheaply. He cheerily pointed out the multitude of appealing and reasonably priced pubs as we zipped through the narrow streets of Dublin to our hotel. Being properly primed, our first […].
DMG Consulting
JANUARY 10, 2022
Contact Center Workplaces Are in the Midst of a Renaissance. Everyone is talking about the Great Resignation, but it might be more accurate to refer to this evolving period as a workplace renaissance, as the changes that are occurring are a catalyst for improvements (or an awakening) in the working world. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades.
Beyond Philosophy
JANUARY 12, 2022
What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT).
Shep Hyken
JANUARY 12, 2022
There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example. .
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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