Sat.Aug 27, 2022 - Fri.Sep 02, 2022

article thumbnail

A Great CX Project Lead Has These 5 Characteristics

The DiJulius Group

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting.

CX 116
article thumbnail

Three best practices for effective call management

Callminer

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

When Pigs Fly

Shep Hyken

“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. . For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.

article thumbnail

How to Improve Call Center Employee Retention

Fonolo

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

QBR in SaaS: Is the traditional QBR dead?

Totango

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews.

article thumbnail

Nearly half of CMOs are not ready for a cookieless future

Adrian Swinscoe

On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]. The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe.

246
246

More Trending

article thumbnail

The Myth Of Experience

Beyond Philosophy

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.

article thumbnail

Increase engagement and conversions through social media – 3 key takeaways

Intercom, Inc.

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. In this CX for Growth webinar, we explore the world of B2B SaaS social media with one of our partners, Chatdesk , a customer care platform that helps businesses increase conversions and provide a better customer experience through social and support channels.

article thumbnail

Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench

Adrian Swinscoe

Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […]. The post Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench first appeared on Adrian Swinscoe.

190
190
article thumbnail

About Customer Experience Automation and How To Do It?

Zonka Feedback

You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

The Myth of Experience

Beyond Philosophy

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives. Unfortunately, intuition isn’t always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business.

article thumbnail

Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills

Kate Nasser

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? Care sooner! Kate Nasser, The People Skills Coach™. The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com.

article thumbnail

Collect feedback that drives powerful results – Interview with Christian Lelo de Larrea Gaudiano

Lumoa

Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the reality, gathering online feedback is not as easy as it may seem.

article thumbnail

What is Customer Experience Automation (ACX) and How Can You Do It?

Zonka Feedback

You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.

article thumbnail

Software Composition Analysis: The New Armor for Your Cybersecurity

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?

article thumbnail

A+ integrations

Zendesk

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Yext User History. Yext User History (Support) reveals a requester’s journey through your Yext Search experiences–up until and after case creation. Arm your agents with this data so they can provide more relevant answers. The component displays all of the actions a customer has taken in Yext search.

article thumbnail

September Is National Suicide Prevention Awareness Month

Execs In The Know

Suicide prevention is a heavy topic, and one that we often avoid talking about at all costs. There is a lingering stigma surrounding mental health and suicide, however, these are issues that should be discussed honestly and openly. . Worldwide, nearly 800,000 people (about half the population of Idaho) die from suicide each year. For instance, in 2020 alone, there were 1.2 million attempts globally.

article thumbnail

Product News – August 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. New improvements to Editing Topics. Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. But, we know that the AI is not perfect. That’s why we give you the possibility to make manual edits.

article thumbnail

How to Create Successful Marketing Feedback Loops & Automate Them?

Zonka Feedback

If you're here, I'd assume that you already have an ongoing marketing strategy in place and it is not giving you the desired results. And it's not just you; thousands of companies out there are trying to capture the market and win customer loyalty.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

article thumbnail

How to improve the patient experience

Qmatic

Most healthcare providers have been trying to improve the patient experience since the Affordable Care Act (ACA) was passed formally in 2012. Since patient experience influence a lot of things, including reimbursements and penalties, it has been one of the top priorities. Consequently, healthcare providers across the continuum of care, from single clinics to large hospital centers, are paying particular attention to how each patient perceives the care they received.

article thumbnail

Customer Service Job Projections and New Bureau of Labor Statistics Report

CSAT.AI

The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July compared to June 2022. However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US.

article thumbnail

Guest Post: Build Your Winning Customer Experience Strategy With These Quick Tips

Shep Hyken

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run.

article thumbnail

DMRC's Customer Sastifaction Survey: A Review

Zonka Feedback

I've been living and working in Delhi for about five years now. Like any other day, I took the metro to reach my office in Gurugram. Although I own a car but honestly, who would want to get stuck in hours of traffic?

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

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

article thumbnail

CX job vacancy of the week: Jaguar

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 31st Aug 2022. By Rhys Fisher Staff Writer.

CX 52
article thumbnail

12 Effective Reasons To Move Your Call Center to The Cloud

cxservice360

Like most business owners, you probably know that cloud-based call center software has advantages over its on-premises counterparts. But if you’re still not sure if it’s right for your company, there are many reasons to move your call center to the cloud. Here are the different reasons to move your call center to the cloud. Read more. The post 12 Effective Reasons To Move Your Call Center to The Cloud appeared first on CXService360 - Customer Service Articles, Stories and more.

article thumbnail

Amazing Business Radio: Frank Cespedes

Shep Hyken

Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.

Sales 61
article thumbnail

DMRC Customer Satisfaction Survey 2022 | What's good & not so good?

Zonka Feedback

In total, I've lived and worked in Delhi-NCR for around five years. And for my daily commute to Gurgaon, instead of getting stuck in traffic for hours, I generally use metro to reach office. Presently, my travel time includes 1 interchange from Red Line to Yellow and usually, I am glued to my iPad's screen checking out the numbers we were able to achieve yesterday or the week before, and how can we improve them while listening to 'Pantera', 'Lamb of God', or some other (as people like to call it

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

“Funding squeeze” does not spell doom and gloom for startups seeking VC

Zendesk

It’s no secret to early-stage founders: the startups funding landscape is different today than it was even a year ago. With funding harder to come by in a relatively less stable period for the global economy, venture capital firms are looking more carefully at startups before determining who gets the green light. There is a strong silver lining to all this, though—not only are there still funds to go around, but establishing good business practices in leaner times can better position startups fo

Finance 52
article thumbnail

The Myth of Experience

MyCustomer Experience

TWe've all had experiences where we can anticipate what's coming. So, today we are going to talk about intuition. But you knew that already. 1st Sep 2022. By Colin Shaw Founder & CEO.

52
article thumbnail

5 Top Customer Service Articles of the Week 8-29-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. (Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

article thumbnail

Top 9 Salesforce Survey Capabilities – Tips, Benefits, and Salesforce Survey Examples

Zonka Feedback

Feedback surveys are the best way to get to know your customers and understand what matters to them from time to time. Surveys help you understand your customers’ pulse and position yourself correctly to retain the existing ones and continually attract potential customers.

96
article thumbnail

When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.