Callminer

DECEMBER 21, 2021

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process.

Customer Satisfaction 335

Customer Satisfaction 335

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. And yet, here at Intercom, we have been determined to make the most of these difficult times.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Inside Customer Service

DECEMBER 23, 2021

What comes to mind when you think of a customer service escalation? Is it an angry customer demanding to speak to a supervisor? Perhaps it's Tier 1 support transferring a customer to Tier 2? Maybe a big issue requires another department to get involved? There's no shortage of those types of escalations this time of year, but there's one escalation that's often overlooked: the escalation from self-service to human-service.

Start-ups 130

Start-ups Customer Service 130

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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.

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

Sales 182

Sales 182

Adrian Swinscoe

DECEMBER 20, 2021

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of […]. The post CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly first appeared on Adrian Swinscoe.

CRM 190

CRM Sales Technology Technology 190

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. And what a year it has been! More than integrations and features and quarterly reports, back in August, Intercom turned 10. It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited.

Engineering 118

Engineering Government B2C Start-ups 118

Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic. In 2021, businesses began to rise to the challenge; according to a recent Forrester study, the […].

Customer Experience 132

Customer Experience CX Contact Center 132

Shep Hyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

Customer Service 119

Customer Service 119

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

Net Promoter Score 105

Net Promoter Score NPS Start-ups Customer Relationship 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

Conversation Agent

DECEMBER 22, 2021

Humans have a tendency to seek patterns. We refer to this life-saving trait as narrative bias. Life is messy, and we want to clean it up (this reminds me of a famous TV ad). Hence why it's easy to grab for a neat explanation, the tipping point, the moment you see beyond the peak and behind the wall, or turn a corner. But in real life, it is near impossible to find the crucial decision that led to an epic win or system failure.

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Customer Think

DECEMBER 22, 2021

Source: Freepik Email marketing is widespread. It’s in vogue with every kind of organization, from businesses to non-profits. That’s because emails have an ability to instantly communicate with a targeted audience. For brands and companies, this can create awareness and sales, but only if you follow a strategy. Without a plan to build an advantage, […].

Non-Profits 132

Non-Profits Sales 132

Shep Hyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Cyber security is important now more than ever with cyber-attacks becoming more and more common.

Compliance 108

Compliance E-commerce Contact Center Omnichannel 108

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .

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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

Conversation Agent

DECEMBER 22, 2021

People trust other people more than faceless institutions. As our faith in institutions, media, and increasingly businesses crumbles, relationships and connections with other people can help us rebuild. I meet wonderful people every week. Either through introductions, and based on common interests and values. Technology promises shortcuts to connection.

AI 101

AI Technology Technology 101

Customer Think

DECEMBER 21, 2021

The charity sector is often reluctant to talk about commerciality, but that doesn’t mean it’s not important. Ultimately, a charity needs to encourage people to donate, which means finding the right audience, communicating clearly to them what the charity does or what the cause is, and then encouraging them to donate – all of which […].

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Doing CX Right

DECEMBER 24, 2021

Nick Webb, author, and inventor with 40 US Patents explains how to attract & keep customers happy based on a lifetime of study and application. The post Eliminating What Customers Hate For Scalable Growth appeared first on Doing CX Right.

CX 100

CX Customer Experience 100

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

Net Promoter Score 100

Net Promoter Score NPS Invoicing B2B 100

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

Conversation Agent

DECEMBER 24, 2021

“In business, we forget that we are human. Many strong leaders think they should not be friends with their colleagues. I like to be friends with my colleagues,” says Nokia's CEO Risto Siilasmaa. “You get through a crisis because you care so much.” “The way I used to think was: he who cares wins,” echoes Paul Matthews of Standard Life. At the time, the company was severely underfunded and needed to change its business model, doing away with the high commissions it was paying.

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Customer Think

DECEMBER 19, 2021

With the changes that organizations and markets have been subjected to in the past couple of years, it comes as no surprise that B2B buyers’ expectations continue to change too. It’s no longer enough to know your buyers – the ideal scenario is one in which you have built a genuine seller-buyer partnership that allows […].

B2B 132

B2B Sales Technology Technology 132

Zonka Feedback

DECEMBER 23, 2021

Feedback through QR codes has become one of the most favorable ways to understand and improve people's experiences with brands. And especially during the COVID-19 pandemic, the number of interactions using QR codes increased by 94%. So, if you're considering putting a QR code feedback program in place, you're on the right track.

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Zendesk

DECEMBER 21, 2021

It’s the holiday season, and this year is looking like one to remember. Thanks to supply-chain issues, popular items were out of stock or delayed before the shopping season even began. I bought a fancy scarf online in October, thinking I was going to beat the rush. Within a week, I had a backorder email. Two weeks later, no word—until about a month had passed, and my order was finally canceled.

CX 98

CX Retail Start-ups Customer Service 98

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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

Aquire

DECEMBER 21, 2021

We’re well into the holiday season, and, for many, that means preparing for festivities. And, it’s also that time to look back, reflect, and set intentions for the new year. That’s right, it’s resolution time. And while most will focus on personal goals, like “read more books” and “exercise more,” we think there’s also a little room to work on professional goals, too.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Customer Think

DECEMBER 24, 2021

This guide was designed to share predictions for 2022 and has been broken into 3 sections: Digital Marketing, Customer Experience, and Marketing Research 2022 Digital Marketing Predictions In this section I will detail our predictions and marketing forecasts for 2022. This material is essential for you to start 2022 with a total focus on your […].

Customer Experience 131

Customer Experience 131

Zonka Feedback

DECEMBER 23, 2021

Polls are an excellent way to know the opinions of other persons, especially when you have a large pool audience. When we talk about online meetings and web conferences, it becomes an even more effective way to establish good communication and engagement during online sessions.

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TeamSupport

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

B2B 98

B2B Sales Customer Loyalty Customer Satisfaction 98

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

Zendesk

DECEMBER 21, 2021

We’re well into the final quarter of 2021, and that means it’s time for the fiscal year to wrap up, year-end statistics to flood in, and 2022 strategizing to begin. Just like last year, though, sales are in a unique place as buyers continue to work remotely, online sales increase, and the pandemic leaves companies on edge. Despite everything, your company’s goal for the coming year is probably the same as always: to grow and increase sales revenue.

Sales 98

Sales Social Media CRM B2B 98

Customer Think

DECEMBER 24, 2021

TweetLinkedInShareEmail What trends will dominate the demand generation landscape in 2022? We asked the experts at Spear Marketing Group to chime in: “Digital fatigue is real. B2B marketers need to rethink digital-first strategies to better.

B2B 130

B2B 130

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. At Puzzel, our mission is to enable brands to deliver exceptional experiences for their clients by combining people and technology, and this year you did exactly that.

AI 98

AI Technology Technology Innovation 98

Zonka Feedback

DECEMBER 20, 2021

The G2 Winter 2022 Reports are out — and we're ecstatic to share that Zonka Feedback has won 13 awards (including Momentum Leader, High Performers, and Users Love Us) for multiple categories in this quarter, outperforming our previous quarter record when we won 11 awards from G2. ?? ?? ??.

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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