Intercom, Inc.

MAY 7, 2020

“Home where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and school and the shops and concerts, too. H.O.M.E. is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?

Sales 210

Sales Retail Government CRM 210

Uniphore

MAY 4, 2020

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

CX 162

CX 162

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

Customer Acquisition 175

Customer Acquisition Start-ups Transportation Sports 175

Heart of the Customer

MAY 4, 2020

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

Customer Journey Map 120

Customer Journey Map CX 120

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.

MAY 5, 2020

Helping businesses connect with their customers is what we’ve been doing since the very beginning of Intercom, but we also believe that weaving better interconnections between businesses helps everyone succeed. Over the past few years, we have given a lot of thought to the ingredients of a successful app ecosystem, the effort involved in developing a thriving platform, the consideration required to build fruitful partnerships.

Transportation 171

Transportation Engineering Machine Learning Customer Retention 171

Myra Golden Media

MAY 7, 2020

When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy. You’ll find you create calm and maintain control when you lead with empathy. GET MORE IDEAS LIKE THIS.

Customer Experience 116

Customer Experience 116

DMG Consulting

MAY 5, 2020

Using IA and CJA to Improve CX. During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. This month, we’re addressing an issue that will return to importance, once economies reopen and the business world returns to what many are calling the “new normal.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

Intercom, Inc.

MAY 6, 2020

More than ever, you’re relying on us to help you keep a pulse on what your customers want and need. We’ve been listening to your feedback and have built 45 features so far this year to help you stay close. Whether you’re using Intercom for customer support, lead generation, or customer engagement, these features will help you manage all of your customer conversations, no matter how many.

Start-ups 129

Start-ups Customer Retention 129

Myra Golden Media

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

Customer Experience 96

Customer Experience 96

ProProfs

MAY 8, 2020

Ever since the COVID-19 started rapidly spreading across countries, the entire world has been on lockdown. . According to UNESCO , nationwide closures are impacting over 91% of the world’s student population. While it is a tough time for many, there’s a silver lining on this dark cloud. Several people have been taking to social media to express their assumption that the current changes in the learning pattern could actually pave the way for a better learning strategy for future generations

Education 85

Education Social Media Compliance Start-ups 85

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DMG Consulting

MAY 8, 2020

Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding patterns.

ML 77

ML Artificial Intelligence AI Machine Learning 77

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. These insights will fuel your next steps and help you determine where resources are best invested and what improvements need to be made to ensure business continuity.

Customer Retention 77

Customer Retention Innovation Technology Technology 77

Myra Golden Media

MAY 7, 2020

My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s GroupMe app. Employees rushed around their homes to find everyday items: toothbrush, paperback novel, tv remote, candle, Airpods, olive oil, and so on. The activity took less than ten minutes, and it set the tone for a fun, upbeat virtual meeting.

Customer Service 86

Customer Service Customer Experience 86

ProProfs

MAY 8, 2020

Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 days in a week? Or that globally 85% of businesses think they are more productive because they have flexible working systems in place? This is what IWG, a leading provider of modern workspace solutions, found recently in its study.

Social Media 85

Social Media Government Start-ups Technology 85

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

MAY 5, 2020

One of the best things about our industry is that we get to work with lots of wonderful people whose goal in life is to improve the lives of their customers. They’re typically pretty pleased to be able to offer call-backs to their customers, and we’re delighted when they see drastic reductions in abandon rate and improvements in customer satisfaction.

NPS 62

NPS Contact Center Customer Satisfaction Technology 62

Totango

MAY 5, 2020

Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. The enterprises that will lead the way during these uncertain times will be those that are data-driven, agile, and empathetic.

Customer Retention 62

Customer Retention B2B Innovation Touchpoint 62

Myra Golden Media

MAY 4, 2020

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.

Customer Experience 71

Customer Experience 71

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! How are you leading your organization? Are you doing so with a clear vision?

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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

The DiJulius Group

MAY 6, 2020

1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. According to Google: “Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the.

CX 62

CX Customer Service 62

TeamSupport

MAY 7, 2020

In Part 1 of our series on changing support software, we went through some questions to help you identify if now is the time to consider other options for your support technology. In Part 2, we discuss some key strategies for properly evaluating different support solutions. Let’s dive right into how companies should go about choosing their new support software with these 5 steps.

B2C 59

B2C Finance B2B Technology 59

Steven Van Belleghem

MAY 6, 2020

Creativity, people and positive surprises make a big difference. Creativity among entrepreneurs is at an all-time high. Some entrepreneurs will complain and focus on the current limitations, others will create new experiences to make the best of this situation. In the Netherlands, there is a restaurant called Mediamatic whose owner created small separate dining rooms for their customers.

Retail 52

Retail Customer Experience Social Media Start-ups 52

The Squawk Point

MAY 4, 2020

Avoiding Overwhelm. In their book Meltdown , Clearfield and Tilcsik show how complicated systems fail. They discuss nuclear accidents, financial disasters and medical mishaps. The more complex our systems become, the less easy they are to understand. So they become harder to fix when they break. Add to that complexity our desire to and link and automate everything and it is easy to explain how unexpected events can cause horrific domino effects.

Engineering 52

Engineering Technology Technology 52

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

MAY 6, 2020

Today, I want to talk about the incredible opportunities that can come from the COVID-19 crisis in our personal lives. Constantly checking news headlines and social media during times like this can become an unhealthy addiction. This can add to your stress and fear that would only negatively impact your health. Instead, look at the. Read Full Article.

Social Media 55

Social Media 55

TeamSupport

MAY 5, 2020

Even in everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there’s always someone out there trying to paint a picture of a greener pasture. Companies want you to switch, but how do you know when it’s a good idea?

B2C 59

B2C B2B Sales Technology 59

Steven Van Belleghem

MAY 4, 2020

The first wave of digitization was all about transforming atoms into bits (like records, cassettes and books into files). But when the smart bits are given a ‘vessel’ that can interact with our physical environment, we will truly be moving into a whole new phase. The way I see it, there are three levels – which are the basis of my upcoming book (release in September 2020) – in which robotics will impact the customer experience, based upon the ever-changing needs and demands of today’s fickle con

Customer Experience 52

Customer Experience Hospitality Hospitality Healthcare 52

Qualtrics

MAY 7, 2020

The first person to test positive for COVID-19 in Ottawa County, Michigan, was in close contact with about 70 other people during the time they might have been infected. It fell to the local county health department to contact those 70 people and monitor their symptoms to ensure they didn’t become infected with the fast-spreading virus. But Spencer Ballard, Environmental Health Supervisor at the department, realized that task would soon become impossible.

Case Management 49

Case Management Healthcare 49

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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

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The DiJulius Group

MAY 7, 2020

Have you found yourself in a funk while you’re in quarantine? Be the best version of yourself and get back on your feet emotionally, physically, spiritually, and financially. Here are 5 ways to create your own perfect quarantine narrative: Be grateful. Appreciate all the incredible essential frontline workers who bravely and selflessly continue to work.

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Knowmax

MAY 7, 2020

Time And Cost Saving Benefits Of Decision Trees.

NPS 52

NPS Customer Experience 52

SugarCRM

MAY 4, 2020

Need help generating funnel leads? We can all use help there, since keeping the funnel full and flowing is a must for marketers who want to build and maintain a solid lead generation program. Today, let’s focus on the first step: Keeping your funnel full by generating a top of the funnel leads. How to Build Awareness and Interest for Top of the Funnel Leads.

Social Media 33

Social Media Engineering Entertainment 33

Qualtrics

MAY 8, 2020

Originally published on Forbes.com. I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient—for the good and bad. Even after facing disruptive events such as an epidemic or a recession, people tend to revert to their old ways shortly after the shock dissipates.

Hospitality 26

Hospitality Hospitality Healthcare Omnichannel 26

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