Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, the Institute’s chief executive, said companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

Intercom, Inc.

NOVEMBER 26, 2018

We recently launched Answer Bot , an intelligent chatbot that provides precise answers to customers and which successfully resolves 29% of your most common frequently asked questions, right there in the Intercom Messenger. It was the culmination of a huge amount of work by multiple product teams, and vast amounts of research by our machine learning experts.

Start-ups 164

Start-ups Machine Learning Education Customer Feedback 164

Beyond Philosophy

NOVEMBER 29, 2018

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.

Customer Experience 167

Customer Experience Retail Start-ups Customer Loyalty 167

Return Customer

NOVEMBER 28, 2018

Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?

Customer Service 124

Customer Service E-commerce Social Media Engineering 124

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

Callminer

NOVEMBER 26, 2018

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

Technology 182

Technology Technology 182

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have any dumb things to add to the list let me know or comment below. 1.

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

Myra Golden Media

NOVEMBER 30, 2018

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. I share simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.

Customer Service 101

Customer Service Customer Experience 101

Heart of the Customer

NOVEMBER 27, 2018

Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website. Selecting the right journey mapping approach requires you to understand where you are on […]. The post Moving up Gartner’s CX Pyramid with Journey Mapping appeared first on Heart of the Customer.

CX 92

CX Voice of the Customer Customer Journey Map Customer Experience 92

Beyond Philosophy

NOVEMBER 26, 2018

My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a recent visit, I planned on having a sandwich, but the menu gave me pause. Maybe I really wanted breakfast.

Sales 109

Sales Customer Experience Technology Technology 109

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The DiJulius Group

NOVEMBER 28, 2018

The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later. 1.Walt Disney The Father of. Read Full Article.

Customer Service 91

Customer Service 91

Fonolo

NOVEMBER 29, 2018

It’s a bird! It’s a plane! No, it’s the top contact center trends to watch for in 2019. And we’ve got you covered. So many storylines, so little time. And as in any classic comic book, the storylines are familiar and sometimes predictable, but we foresee them taking captivating turns in the new year. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

Heart of the Customer

NOVEMBER 28, 2018

Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move to the top of the pyramid – the Proactive and Evolution levels. Getting to […]. The post Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping appeared first on Heart of the Customer.

CX 79

CX Customer Experience Voice of the Customer Customer Journey Map 79

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Antoinette leads this state department that provides public health insurance to the citizens of Colorado through their Health First Colorado Medicaid program and the Child Health Plan Plus; they cover approximately 1.3 million people in the state.

Finance 78

Finance Healthcare Innovation Touchpoint 78

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

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital layers, though, much potential customer lifetime value will be squandered. First Layer: All Customer Touch-Points.

Start-ups 74

Start-ups Business Growth Business Operations Innovation 74

Fonolo

NOVEMBER 28, 2018

Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was an eccentric and inspiring collection of people focussed on the next chapter of voice and telecom technology. (It came on the heels of the “Voice 2.0” movement but with a broader vision.) The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this

Contact Center 67

Contact Center Engineering Social Media Innovation 67

Myra Golden Media

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training. It all starts with a Discovery Discussion, where I learn about what my client wants to accomplish with the training.

Customer Service 66

Customer Service Customer Experience 66

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Retail 71

Retail CX Customer Experience 71

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

TeamSupport

NOVEMBER 30, 2018

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over. If you’re a customer service manager looking to hire new agents, or if you’re an agent looking to do better at your job, there are certain traits to look for and improve upon.

Customer Service 68

Customer Service Omnichannel B2B CRM 68

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

Kate Nasser

NOVEMBER 24, 2018

Thanking customers w/ more than simple thank yous is essential for business success. Thank them with because of you statements. Insights from Kate Nasser, The People Skills Coach™. The post Thanking Customers w/ These Because of You Statements || #CX #CustServ appeared first on KateNasser.com.

CX 62

CX Customer Loyalty Sales Customer Service 62

CSAT.AI

NOVEMBER 28, 2018

If your customer has been through the online FAQ, searched the product manual, tried finding a solution on Youtube but still needs help, their next step is a call to your customer service team. The quality of agent service they receive reflects directly on your supervisory and management teams. If customer service resolution isn’t meeting company goals don’t assume your customer service agent is an idiot.

Customer Service 52

Customer Service CRM Sentiment Analysis Start-ups 52

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

UJET

NOVEMBER 29, 2018

You have your FAQs written, your chat platform up and running, and your customer service team trained and ready to go.

Customer Service 63

Customer Service Customer Experience 63

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall shor

Customer Retention 56

Customer Retention Innovation Customer Satisfaction Customer Relationship 56

Myra Golden Media

NOVEMBER 29, 2018

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Service 48

Customer Service Customer Experience 48

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. May 8 & 9 in Chicago : Our newest workshop on journey mapping and facilitation, which will prepare you to run successful customer research sessions.

Sales 48

Sales Customer Journey Map 48

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CX

ProProfs

NOVEMBER 26, 2018

Gone are the days when employee training was restricted to the four walls of a room, boring lectures dominated the conference halls and learners waited eagerly for breaks. With the rapid advancements in technology, traditional employee training has undergone massive metamorphosis, giving rise to the online learning management system. Given the bouquet of benefits it offers, web-based LMS has created a buzz across industries.

Technology 49

Technology Technology 49

Help Scout

NOVEMBER 27, 2018

Remote work certainly has its advantages: broader talent pools, uninterrupted blocks of time for deep-focus work, and the quality of life that can come with the freedom to work wherever you choose. But like every setup, there are pros and cons — and the downsides aren’t what companies who are afraid of remote work or flexible schedules think they are.

Social Media 40

Social Media Start-ups 40

Hodusoft

NOVEMBER 27, 2018

Times change. It shows in how call centers operate. A call center brings up visions of rows and rows of agents sitting in front of screens with a headset on there and a dialer in front of them. These days agents are not confined to one office. They may be located anywhere. They may attend to calls while on the move. They may be using their mobiles to handle the call center operations like receiving and making calls.

Technology 40

Technology Technology Omnichannel Contact Center 40

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. May 15 & 16 in Chicago : Our newest workshop on journey mapping and facilitation, which will prepare you to run successful customer research sessions.

Sales 48

Sales Customer Journey Map 48

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