Intercom, Inc.

MARCH 6, 2018

One of the first things that struck me when I started working at Intercom was the culture of transparency and how every team is constantly striving for improvement. One of Intercom’s core values is that we’re serious about wanting to be the very best. One of the things we can do to implement this value is to be open and honest with each other about our strengths and weaknesses, with a willingness to learn and always keeping in mind that we can do better next time.

Start-ups 213

Start-ups Engineering 213

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.

Transportation 178

Transportation Customer Experience 178

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.

B2B 121

B2B B2C CEM Customer Experience 121

Fonolo

MARCH 6, 2018

Something new this week! As a result of recent acquisitions and other maneuvers , we now have a nice sample size of publicly listed companies for whom cloud call center is a key focus. Many of them released their Q4 earnings in the past couple weeks. It’s interesting to review the numbers at a high level to see what kind of picture they paint for the near term future of the sector.

Contact Center 80

Contact Center Start-ups Customer Service Customer Experience 80

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

Intercom, Inc.

MARCH 7, 2018

These days it seems like everyone wants their service to become the next big platform – every budding entrepreneur begins their pitch by stating their aspiration to become the next Uber, Airbnb or Facebook of their field. But what do we know about building technological platforms? People know a platform when they see one, but in some important respects, we actually know very little about how they develop.

Transportation 208

Transportation Technology Technology Start-ups 208

Taylor Reach Group

MARCH 8, 2018

By: Peg Ayers & Turaj Seyrafiaan. Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. The equation can be applied for any period of time (day, week, month, etc.) for an individual or any group of agents.

Contact Center 77

Contact Center 77

Heart of the Customer

MARCH 8, 2018

The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience. The agenda: Who we are Why journey mapping? What makes journey mapping successful? Case study: Meridian Health The presentation was given in-person, but the […].

Customer Journey Map 68

Customer Journey Map 68

ProProfs

MARCH 7, 2018

Several businesses find online quizzes unproductive, however, they can be extremely effective if used in the right way. They are an excellent way to improve customer relationships, educate people, and to get valuable feedback from the customers. All you need to do is understand the purpose of creating quizzes. Many big enterprises such as Red Lobster and Disney invest a lot of time crafting engaging and interactive quizzes for their customers, not just for getting kicks, but for lead-generation,

Education 75

Education Engineering Customer Relationship 75

Myra Golden Media

MARCH 3, 2018

Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery. There was a risk of stroke or heart attack during the operation. My father didn’t want to have the surgery – because of the risks, and based on things he was hearing from other people.

Customer Experience 70

Customer Experience 70

Beyond Philosophy

MARCH 9, 2018

Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer experience and designing and delivering experience? The post Why Do Customers Expectations Constantly Change? appeared first on.

Customer Expectations 60

Customer Expectations Customer Experience 60

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name registration, it was en vogue to slap 24x7x365 support on our website, which we offered.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60

PeopleMetrics

MARCH 5, 2018

Imagine this: you’re on a road trip and everything is going great – the windows are down, you’ve got great music playing, and only a few more hours to go before you reach your destination. Suddenly the car comes to a sputtering halt – “oh $#*!” – you’ve run out of gas. A million thoughts start running through your head - “Why didn’t I check the tank before I left?

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

UJET

MARCH 9, 2018

Next week, we'll be at the Gaylord in Kissimmee, FL for Enterprise Connect 2018! Stop by our booth (#2219) to talk with our team and learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.

56

56

Confirmit

MARCH 6, 2018

I’ll be honest. I love the ACE Awards. In the six years I’ve been running the program it really has been brilliant to work with clients to help share their stories. The sophisticated programs submitted has increased dramatically, and I’m very aware that the judges’ job gets harder and harder every year. They can handle it though.

Voice of the Employee 61

Voice of the Employee Voice of the Customer Innovation CX 61

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

Fonolo

MARCH 8, 2018

The number of cloud-based call centers is growing quickly and they are increasingly built on top of Amazon and/or Twilio. That includes both newcomers like TalkDesk and Serenova, as well as legacy vendors like Avaya and Genesys. However, Twilio and Amazon now have their own call center platforms (essentially competing with their own customers). Will the Amazon / Twilio “stack” define the contours of the next generation of call center?

Social Media 52

Social Media Contact Center Innovation Technology 52

The DiJulius Group

MARCH 7, 2018

CUSTOMER BILL OF RIGHTS World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect a Ritz-Carlton employee, when asked for directions to the ballroom, to give a response like, Read Full Article.

Customer Experience 53

Customer Experience 53

Kerry Bodine

MARCH 9, 2018

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology , and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll talk about the discipline’s need for coaching.

Customer Journey Map 48

Customer Journey Map Education Technology Technology 48

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), today announced they will be assisting one of the largest financial institutions in Western Canada with their technology acquisition process.

Contact Center 48

Contact Center Government Technology Technology 48

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

CX Journey

MARCH 7, 2018

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. It all started with a tweet. (to the left) My response was: “That’s a blog post on its own! Too much for 140 characters! But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Innovation 52

Innovation Customer Satisfaction Customer Experience Sales 52

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. This industry is so complex yet so important to our lives. Doctors, nurses, C-Suite leaders, and front-line staffers should always be thinking about how they can improve the patient and caregiver experience.

Healthcare 47

Healthcare Hospitality Hospitality Customer Experience 47

Kate Nasser

MARCH 4, 2018

For trustworthy customer service, leaders & teams must step up esp. in difficult moments. Customers want it easy. By Kate Nasser, The People Skills Coach™. The post Trustworthy Customer Service: Leaders & Teams, Step Up Not Aside | #CX appeared first on KateNasser.com.

Customer Service 44

Customer Service CX Retail Customer Loyalty 44

SugarCRM

MARCH 7, 2018

(Editor’s note: the following is a guest post from Jessica Barrett Halcom, a writer for TechnologyAdvice.com ). Odds are that your sales team is a rich amalgam of different types of personalities, backgrounds, and experiences. Yet, I’m betting that one thingmost people on your team have in common is that they’re innately driven and always looking for new ways to continue to perform at the highest levels.

Sales 51

Sales CRM Transportation Healthcare 51

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

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. It’s also important that organizations put customers first when rolling out new products or releasing updates on current products.

Start-ups 40

Start-ups Customer Feedback 40

Confirmit

MARCH 8, 2018

The Horizons platform is extremely powerful with a wide variety of features and functionalities for survey authoring, data management, and reporting. Optional modules and features can also be enabled to enhance the core platform, providing additional functionalities. For example, optional modules and features include, but are not limited to: Action Management, Active Dashboards, CAPI, CATI, Discovery Analytics, Genius Text Analytics, Hierarchy Management, Instant Analytics, Model Builder, Panel

Text Analytics 40

Text Analytics Government Voice of the Customer 40

Customer Bliss

MARCH 8, 2018

“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom , a mobile, fixed and enterprise telecommunications supplier in Guernsey, Jersey and the Isle of Man, part of the Batelco (Bahrain Telecom) Group of companies.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

SugarCRM

MARCH 6, 2018

Each year, it feels like sales leaders face a new host of challenges as they must navigate people, processes, and technology to meet their goals. Modern CRM is designed to help businesses overcome some of these challenges. For example, CRM helps organizations gain a holistic view of their business, uncover actionable data, and generate accurate pipeline reports.

Sales 49

Sales CRM Gaming Start-ups 49

Advertisement

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

Intercom, Inc.

MARCH 8, 2018

In a time where buyer behavior has rendered cold calling nearly obsolete, successful sales prospecting begins with using tools like live chat and social media to build relationships. Dan Swift , CEO of Empire Selling , has built his career around the latter. Back in 2012 Dan joined LinkedIn as a senior sales leader charged with launching its social selling business – training LinkedIn’s own global sales organization in the process.

Social Media 186

Social Media Sales Start-ups B2B 186

ProProfs

MARCH 7, 2018

Until the world heard about e-Learning, the idea of learning a skill anytime and anywhere felt only like a distant dream. No wonder e-Learning is all set to be a USD 240 billion industry alone by 2023, having opened up opportunities to learn without bearing the monotony of classrooms or the pain of daily commute. Although time and location freedom are the pillars to the e-Learning success, they are not the sole drivers. e-Learning, like any other industry, is growing everyday to accommodate bett

Start-ups 96

Start-ups 96

Provide Support

MARCH 7, 2018

A Guide to Writing Customer Service Emails. Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world. In 2017 alone, over 269 billion emails were sent every single day. When it comes to your business, the chances are that you communicate with your customers using this traditional method.

Customer Service 45

Customer Service Social Media Contact Center 45

Customer Service Life

MARCH 8, 2018

This article was originally published on the FCR blog on February 16, 2018. Click here to read the original. Slack has taken the world of communication by storm and seems to be doing a good job of slimming down the inboxes of many professionals. A quick internal poll finds that 60% of our programs at FCR use Slack to communicate internally and with clients in comparison to 9% that use Google Hangouts and 7% that use HipChat.

Contact Center 60

Contact Center Customer Service 60

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