Futurelab
JULY 21, 2021
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?
Inside Customer Service
JULY 22, 2021
The boarded up windows were a bad sign. This isn't the way a guest wants to arrive at a hotel. I pulled on the lobby door, but it was locked. Is this thing even open? An employee saw me pulling on the door and let me in. The hotel was open, but undergoing renovations. I really liked the hotel’s restaurant, but that was closed, too. I might have stayed somewhere else if I had known ahead of time.
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Adrian Swinscoe
JULY 23, 2021
This is a guest post by Lucy Manole, a creative content writer and strategist at Marketing Digest. Having a beautiful eCommerce website packed with stunning visuals […]. The post 4 Quick and effective ways to improve your customers ecommerce experience first appeared on Adrian Swinscoe.
Uniphore
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.
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Futurelab
JULY 21, 2021
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric culture trust Facebook Like.
Intercom, Inc.
JULY 21, 2021
The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. . The transition to remote work proved employees’ adaptability – now the looming return to the office offers companies another chance to embrace the unknown.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
Customer Service Life
JULY 23, 2021
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared!
Intercom, Inc.
JULY 17, 2021
Intercomrade Spotlights is a series that features stories of Intercom employees, exploring their careers, interests, experiences, and hopes for the future. Meet Serena Fritsch, Product Engineer at our Dublin office. Serena joined us six years ago and has become an integral part of the engineering team. We chatted to her about why she chose Intercom, her dreams, and her advice for women looking to get into engineering.
Fonolo
JULY 20, 2021
You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie
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
JULY 21, 2021
Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right. But, there are challenges too.
Shep Hyken
JULY 23, 2021
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .
The DiJulius Group
JULY 19, 2021
Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong. You should be able to. Read Full Article. The post Best Advice From Great Podcasters appeared first on The DiJulius Group.
Experience Investigators
JULY 20, 2021
How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them. Next, it moves to what can be done. Typically, this means collecting customer feedback.
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
JULY 21, 2021
Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic process automation, and many more, there is another topic that currently gets quite some attention. Low code and no code platforms. It is said that low code / no code enables […].
Shep Hyken
JULY 20, 2021
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).
Beyond Philosophy
JULY 17, 2021
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.
Kate Nasser
JULY 18, 2021
Daily ways to honor work colleagues, customers, employees, friends, family to build sustainable relationships. by Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family appeared first on KateNasser.com.
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
JULY 18, 2021
Digital transformation has become more important than ever, as it’s the only way to navigate the waters of the post-pandemic world. While digital transformation used to be something that organizations had planned to adopt in the long term, the pandemic greatly accelerated the pace of adoption of digital-first practices. And why not? The only companies […].
Shep Hyken
JULY 19, 2021
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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus
CX Network
JULY 20, 2021
Winner of Best CX Impact at the CX Elite Awards 2021, Tesco, explains how to implement an impactful CX initiative, and how to best understand customer behavior across digital channels.
Beyond Philosophy
JULY 22, 2021
I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue.
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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
JULY 22, 2021
Photo credit: Twenty20 Email newsletters are in again. Look around you – everyone is trying to get your email address and add you to their list. The business-to-business (B2B) space isn’t any different, with B2B newsletters thriving in the past year. Not getting the engagement you were hoping for? There may be simple things you […].
Aquire
JULY 23, 2021
The online shopping industry has been growing at an incredible rate, and so have ecommerce challenges. For example, the rise of digitalization has transformed the way online retailers operate. Although this online approach has made shopping easier for consumers, it has also brought unique problems for ecommerce companies — like website optimization and service over multiple digital touchpoints.
Sprinklr
JULY 23, 2021
Selling has always been about relationships. But on social media, this concept is generally ignored. Twitter, LinkedIn, and Facebook become the equivalent of the non-stick pan guy at the state fair, making as much noise as possible to get attention. On today’s episode, Dennis Mathew and I talk about how to create genuine, authentic social selling relationships that will actually benefit your customers — and you.
Ameyo Callversations
JULY 22, 2021
Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The work of contact centers would be to resolve customer queries and offer solutions to the customers for their problems, for instance, troubleshooting of product-related problems, resolving disputes, etc.
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
JULY 18, 2021
The emergence of new technologies in the insurance industry has had an uplifting effect on business. From claims processing to lead conversions, insurtech – the interfection of insurance and technology- has overhauled the traditional processes and legacy systems and transformed the lives of insurers for good. The COVID-19 pandemic has accelerated the insurance tech market […].
Zonka Feedback
JULY 21, 2021
Customer Feedback is crucial information for every business. Businesses now have become aware enough to realize the importance of this information, and most businesses have started collecting feedback from their customers. And why not? After all, Customer Feedback is the only way to know how your customers feel about your products and services, and the experience they have received while doing business with your organization.
Aquire
JULY 20, 2021
The right customer engagement strategies can have a massive effect on your business outcomes. They will result in a better customer experience, higher retention, and will eventually help you attract more customers. If you’re wondering what the best strategies are, check out our list and give them all a try to create a truly engaged (and loyal) customer base.
Sprinklr
JULY 19, 2021
We’re finally getting around to an episode on… procrastination. Neha and I explore why we put off those things we know we should be doing. And we start it all with an invigorating breathing exercise that will give you the energy to tackle those tasks you’ve been ignoring for far too long. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.
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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