Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

Adrian Swinscoe

JUNE 6, 2022

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]. The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service 246

CSAT.AI

JUNE 7, 2022

Updated June 2022 (originally posted November 2019) An unhappy cus tomer service agent is more than a meme , they are a person with difficulties that have solutions. Emotional Cost – Case in Point: Facebook Moderators. In 2019, Rep. Katie Porter ( D-Calif.) called out Mark Zuckerberg during a House Financial Services meeting for the treatment of content moderators which she likened to “straight out of an episode of Black Mirror.” .

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Shaun Belding

JUNE 10, 2022

Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Experience 279

Customer Experience Customer Service 279

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Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. But any target-focused sales professional will want to know: how well does live chat actually work? Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack.

Sales 245

Sales Start-ups Touchpoint B2B 245

Inside Customer Service

JUNE 9, 2022

Several customer service professionals have recently requested advice on asking their boss for a raise. The timing is good. Unemployment is low, wages are rising, and companies are struggling to fill key customer service roles. Meanwhile, many customer service professionals still feel underpaid. I've successfully asked for a raise several times. The same techniques worked well in prosperous times and during a recession.

Customer Service 130

Customer Service 130

Intercom

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Increased volume, higher expectations, and team burnout are just a few of the issues businesses are facing. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Start-ups 114

Start-ups Customer Expectations 114

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Steven Van Belleghem

JUNE 7, 2022

My friction hunting concept. If you would like to hear more about my friction hunting concept, check this video: Reducing friction in airports. One of my top favorite speakers during our Nexxworks Web3 inspiration tour was Irra Ariella Khi from Zamna, a company that organizes secure identity for aviation, traditionally one of the most friction-heavy services.

Customer Experience 113

Customer Experience Social Media NPS Technology 113

MyCustomer Experience

JUNE 9, 2022

3Consumers today have a wealth of options; this puts immense pressure on organisations to ensure they deliver a consistently great customer. 9th Jun 2022. By James Frampton SVP and general manager EMEA.

CX 105

CX 105

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

The DiJulius Group

JUNE 6, 2022

There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Focusing strictly on a digital. Read Full Article.

Technology 105

Technology Technology Customer Experience 105

The Squawk Point

JUNE 8, 2022

My Favourite Quote. Peter Drucker once said that “Culture eats strategy for breakfast” Those words chime so loudly for me that it is like sitting in the belfry next to Big Ben. Just because I agree with a statement doesn’t make it right. Beliefs are dangerous things, so I decided I had better check. Is there any evidence that culture drives business performance?

Education 105

Education 105

Heart of the Customer

JUNE 9, 2022

To gain (or maintain) traction in the marketplace, it’s no longer enough to offer great products and services. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially? – when your customers are other businesses. […].

Customer Journey Map 88

Customer Journey Map B2B Customer Expectations 88

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Technology 88

Technology Technology AI Customer Service 88

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

Zendesk

JUNE 9, 2022

You’re heading to the beach in a week, and your friend sends you an Instagram photo of the perfect $50 sundress from a local boutique. You decide it’s best to try it on first, so you head to the store. But when you get there, it doesn’t have all the sizes advertised online. Apologizing, the sales associate gives you a promo code to use for free overnight shipping.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business? Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). .

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

The DiJulius Group

JUNE 8, 2022

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization. The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers. Read Full Article. The post Episode 089: Creating a Culture that Attracts and Keeps the Best Talent appeared first on The DiJulius Group.

97

97

Logicalware

JUNE 6, 2022

The adoption of chatbots has been rising steadily for years now, helping businesses not only increase conversions and sales, but also improve customer experience and satisfaction. In this article, you’ll learn a bit more about the role of chatbots in customer service and how to successfully launch a chatbot on your website. Chatbots: how it started vs how it’s going.

AI 97

AI Start-ups Sales Customer Feedback 97

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

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. At the recent Technology & Services Industry Association (TSIA) World Conference, Totango’s President & COO Jamie Bertasi and Aruba’s Head of Customer

Start-ups 87

Start-ups CRM Sales Technology 87

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. But that’s not true: they’re connected. This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Zendesk

JUNE 6, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 89 percent of consumers will spend more with companies that allow them to find answers to their questions online. And 70 percent expect businesses to give them the ability to do so. One of the best ways to empower customers to independently discover information about your product, service, or brand?

Artificial Intelligence 75

Artificial Intelligence Engineering Social Media Start-ups 75

Doing CX Right

JUNE 4, 2022

Neal Schaffer, Sales and Marketing expert, reveals the best-kept secrets to identifying, approaching, and engaging valuable influencers who help you elevate your brand and get new clients. The post The Power Of Influencers To Get New Customers appeared first on Doing CX Right.

CX 75

CX Sales Customer Service 75

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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

Totango

JUNE 10, 2022

If you have a child that loves to play with LEGOs, then you probably know that one of the greatest things about these little interconnecting blocks is that one set can be used to make dozens of different models. For instance, you may purchase a set that comes with instructions for building a pirate ship, but halfway through building the ship, your child changes his mind and decides he wants to build a fire truck instead – no problem!

Start-ups 80

Start-ups Customer Experience 80

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. But that’s not true: they’re connected. This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

Beyond Philosophy

JUNE 4, 2022

The post Is the move to self service better for your organization or the customer? appeared first on CX Consulting.

CX 78

CX Customer Experience 78

MyCustomer Experience

JUNE 10, 2022

N“How loyal are your customers?” This question is difficult to answer, but there is a solution to every difficulty. For this question, the. 15th Jun 2022. By KaumudiTiwari Digital Marketing Lead.

NPS 75

NPS 75

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

cxservice360

JUNE 8, 2022

There’s no questioning the fact that The Office is hilarious, but it’s also clear that the Dundie awards given by fictional boss Michael Scott on the sitcom are not exactly good examples of how to recognize employees. In fact, perhaps the best way to recognize your employees is by going in the exact opposite direction! Read more. The post The Best ways to Recognize and Motivate Your Employees appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 64

Customer Service 64

Shep Hyken

JUNE 6, 2022

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. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Provide Support

JUNE 9, 2022

The post 5 Reasons your Customer Service isn’t Human Enough appeared first on Provide Support Blog.

Customer Service 84

Customer Service 84

Ameyo Callversations

JUNE 9, 2022

To succeed in the business space, organizations must stand out through their communication and the ultimate goal of providing top-notch value to their customers. There is nothing new to the foundations of achieving success as a business, but there are surely new elements to the process towards it. Identifying and implementing the right strategies that keep you ahead of the competition or at least abreast with market leaders are necessary to build an identifiable brand.

Customer Experience 52

Customer Experience Real Estate Finance Actionable Insights 52

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