Zonka Feedback
AUGUST 3, 2022
Smartphones and the internet have influenced the way people consume online content and access information. Medium, such as websites and social media channels, is becoming essential in today's marketing landscape as users will check on these platforms to find out about the product.
Customer Service Life
AUGUST 1, 2022
Image by mohamed Hassan from Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question.
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Callminer
AUGUST 3, 2022
CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management.
Adrian Swinscoe
AUGUST 2, 2022
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe.
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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.
Intercom, Inc.
AUGUST 3, 2022
Our products and platform have come a long way since Intercom was founded 11 years ago, and while our innovation is absolutely something to be proud of, we’re especially proud of the company culture we’ve built in tandem. We’ve never strayed from our vision, and we’ve stuck to our values – that’s allowed us to attract incredibly talented, innovative people with different, invaluable perspectives, to achieve our mission of making internet business personal. “ 92% of our employees said they would
Shaun Belding
AUGUST 4, 2022
We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
AUGUST 5, 2022
Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and […]. The post The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar of Software AG first appeared on Adrian Swinscoe.
Beyond Philosophy
AUGUST 4, 2022
Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.
Intercom, Inc.
AUGUST 3, 2022
By now, it should come as no surprise that we’re big on product principles. They evolved and were iterated on over years of reflecting and learning from our own successes and failures, of us trying to encode them so that we could create a predictable, repeatable R&D culture. The goal was simple: to help us repeat successes and avoid repeating mistakes.
Conversation Agent
AUGUST 1, 2022
I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it. But I remember I seemed to agree 300 percent with the gap they observed between what women want and look for and marketing messages. Companies still get it wrong. For this reason, I've been shopping (almost) exclusively in Italy for years.
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.
Shep Hyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.
The DiJulius Group
AUGUST 1, 2022
Show Me You Care More about Helping My Business than Getting My Business *On Sunday, July 24th, a long-time mentor and friend of mine, Larry Gould passed away at the age of 96. In two of my books, I have written about Larry’s amazing ability to help people first, without expecting anything in return. Larry. Read Full Article. The post Show Me You Care More about Helping My Business than Getting My Business appeared first on The DiJulius Group.
Beyond Philosophy
JULY 30, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity.
CSAT.AI
AUGUST 3, 2022
Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and with style. These happy customers feel lucky to have found Lego as a company. . Merriam-Webster dictionary’s first definition of happy is “favored by luck or fortune”.
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.
Conversation Agent
AUGUST 2, 2022
Applicant experience is buyer experience in recruitment. Buyers are people who come to you once. Based on the experience, they may decide to walk away and never come back. Or, they could come back again and become customers. In some cases, they might tell everyone they know about you. Your choice whether that's positive or not. Based on what they say, other people may buy, or not.
Lumoa
AUGUST 5, 2022
According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. This number is even higher in specific regions like Ireland, Poland, and the United States, where more than 80% of people have openly expressed their concern with booming inflation. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.
Ameyo Callversations
AUGUST 3, 2022
Whether offline or online purchase, the customer wants a smooth and excellent customer experience. To ensure this, Most brands have deployed conversational bots to provide a seamless customer solution and experience. Chatbots have traditionally been restricted to websites, passively waiting for your customers to arrive and engage with them. However, according to research statistics, customers spend more than four hours daily on their mobile devices, with 44% of that time spent on social media or
Zendesk
AUGUST 3, 2022
Consumers have embraced the idea of banking and investing online, and that’s good news for fintech companies. But with more people doing their business and their banking online than ever before, it is challenging for fintechs to differentiate their offerings from traditional financial service providers who have online offerings as well. The highly competitive landscape creates challenges for fintechs who want to attract customers away from traditional financial service providers.
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?
Zonka Feedback
AUGUST 4, 2022
While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors. Mostly, however, it will be consumer demand and behavior that will influence the product management roadmap of a company and entice business leaders to either change their approach or stick with what works.
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.
Fonolo
AUGUST 4, 2022
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Customers feel satisfied and drive up net promoter scores. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Agent attrition is at an all-time low.
Totango
AUGUST 5, 2022
A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. What Is a Client Onboarding Questionnaire? A client onboarding questionnaire is a list of discovery questions administered to a new client to help you better serve their needs.
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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
Zonka Feedback
AUGUST 5, 2022
Imagine your customers are taking a feedback survey on your request. They have almost filled the survey but just before they reach the end of the survey and click on the Submit button, the internet disconnects, all the responses so far disappear, and your device screen starts showing an internet connectivity error. How would your customers feel and how would it impact your brand's reputation?
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.
MyCustomer Experience
AUGUST 1, 2022
PUK consumers are feeling the effects of tough trading conditions for many businesses, with flight cancellations, parcel delays, low stock. 22nd Aug 2022. By Kim Burgess Chief Customer Officer.
Totango
AUGUST 2, 2022
The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. It’s your responsibility to know their goals, to understand how they use your product, and to know what they value most. So, during periods of economic uncertainty when your company’s current customer base is your greatest (or only) source of revenue growth, your knowledge and expertise becomes critical.
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
ClientSuccess
AUGUST 3, 2022
During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics.
The Customer Service Blog
AUGUST 3, 2022
The UK Customer Satisfaction Awards are the UK's most prestigious awards in the area of British customer service. The Awards are run by The Institute of Customer Service. The Awards recognise organisations and individuals that have implemented successful customer service strategies. Organisations can benefit from the process of entering awards through reflecting on the achievements submitted, lifting staff’s morale and impacting employee engagement positively.
Shep Hyken
AUGUST 5, 2022
This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. In the contact centers, customer agents are swamped with numerous customer queries during the peak seasons such as holidays, festivals, the new year, etc.
MyCustomer Experience
AUGUST 4, 2022
AArtificial Intelligence (AI) is such a promising technology. It's so exciting that I worry a little that people treat it like magic. 4th Aug 2022. By Colin Shaw Founder & CEO.
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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