Sat.Oct 22, 2022 - Fri.Oct 28, 2022

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Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.

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Four key conversation intelligence use cases in the mortgage industry

Callminer

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.

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The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho

Adrian Swinscoe

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe.

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Call Center Motivation: How to Inspire Your Agents

Fonolo

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied. If not? Everything goes downhill.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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A Company that Offers Lifetime Employment

The DiJulius Group

“If you had hard times in your family, would you ever consider laying off one of your children?” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money. Next Jump also offers various apps and. Read Full Article. The post A Company that Offers Lifetime Employment appeared first on The DiJulius Group.

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25 customer retention strategies to improve CX and reduce churn

Callminer

A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.

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6 ways in which B2B companies can become better at CX

Steven Van Belleghem

Have a dedicated customer (di)vision. A lot of B2B companies are still very product or service driven. They think inside out: “what could be the best features?” or “how can our services be more efficient?”. They lack the outside-in reflex that characterizes the most successful B2C companies. If you, as a B2B company, want to offer a better customer experience than your competitors, you just need to start with the customer: what are their hopes, dream, fears and needs?

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CEO of the Moment

Shep Hyken

The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

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Batting above your average: Optimizing your sales strategy for SaaS

Intercom, Inc.

Earlier this week, the Intercom team visited SaaStock Dublin for three days of incredible talks and informative workshops with the most exciting new SaaS companies in the industry. . On October 19th, the final day of the event, I appeared on the Growth stage for a fantastic conversation with Mark Organ, Categorynauts CEO, and Founder and CEO of Influitive and Eloqua, discussing how companies can build winning sales strategies as they continue to evolve.

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The Effects of Good Customer Service

TeamSupport

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Transform Product Feedback & Customer Service with the new Zonka Feedback

Zonka Feedback

Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. At Zonka Feedback, we believe in always evolving and bringing you solutions that help you measure feedback effectively and use that feedback to build businesses that grow and scale.

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4 Key Contributors to Call Center Absenteeism and How to Address Them

Fonolo

Call centers need all their parts in order to run smoothly. But what happens when you’re missing members of the team? It won’t be long before you encounter some serious problems. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work.

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Government Digital Transformation: Bringing Public Services into the Digital Age

Qmatic

Citizen demand for better delivery of public services has put digital transformation at the top of the agenda for many public service leaders. While some have cited tight budgets, staffing shortages, and legacy systems as top barriers to making the switch, many others have pulled it off with tremendous success.

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Assessment for Almost-Automatic CX Excellence

ClearAction

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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CSMs: How to Host a Successful Customer Account Review

ClientSuccess

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. .

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Do B2B Better Couldn’t Have Been Better!

Heart of the Customer

We’re still buzzing from the fantastic time had by all at Tuesday’s Do B2B Better 2022 Conference here in Minneapolis! If you were able to join us, thank you! We hope you learned as much as we did, and had as much fun. If you weren’t there, mark your calendar now for September 2023 – […]. The post Do B2B Better Couldn’t Have Been Better!

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The evolving philosophy behind ticketing systems at Intercom

Intercom

At Intercom, we believe customer service is changing fundamentally, and we’re building a product that fits the landscape of modern support. This means reimagining the way things have always been done, and reshaping familiar support tools to suit a world where every business is an online business. That’s exactly what we aimed to do with our new tickets product – taking a new perspective on the long-established ticketing system.

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CX job vacancy of the week: Baxi

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 26th Oct 2022. By Rhys Fisher Staff Writer.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Maintaining Quality Control of Remote Customer Service Teams

cxservice360

The customer service team is one of the most important aspects of your company. When people call, these agents solve their issues, provide guidance, and do their best to retain their business. In order to show your company in the best light, your team must be ready and able to provide high-quality service as soon. Read more. The post Maintaining Quality Control of Remote Customer Service Teams appeared first on CXService360 - Customer Service Articles, Stories and more.

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5 Customer Service Best Practices Every Successful Team Follows

Comm100

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.

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How top fintechs like Stash, Ramp, and Zip make bank with exceptional CX

Zendesk

Fintechs have quickly emerged as major players in the global financial services industry. In 2021, venture capitalists nearly tripled their investment in online-only banks from the year before—to the tune of $133 billion. But with inflation, rising interest rates, and economic uncertainties facing the world today, even the most well-funded fintechs need to find a clear path to acquiring—and keeping—customers.

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5 Top Customer Service Articles of the Week 10-24-2022

Shep Hyken

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. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. (Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer servic

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Trust in Customer Experience

MyCustomer Experience

In an age of increasing enterprise competition and rapid technological advancement, customer experience has increasingly become a. 26th Oct 2022. By James Dodkins Customer Experience (CX) Evangelist.

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How to Engage with More Prospective Students and Increase Enrollment

Comm100

It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.

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Lessons Learned From Best-In-Class Customer Experience Brands

Doing CX Right

Joseph Michelli, Ph.D., author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. The post Lessons Learned From Best-In-Class Customer Experience Brands appeared first on Doing CX Right.

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Worksheet: Comparing a Call Center or Tech Support Service

Helpt

Not sure which offering best fits your needs? Ask these questions when considering a call center or tech support service: Will my calls be answered live? How technical are your agents? Are your agents based in the US? Do you support multi-channel communication? Do you offer warm hand-offs and escalations? Do you provide ongoing support and follow-up?

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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My Key Performance Indicators Are Not Moving! Why?

MyCustomer Experience

We've got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren't moving. 27th Oct 2022. By Colin Shaw Founder & CEO.

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How Environmentalism Boosts Employee Retention at LUX*

Uplifting Service

[link]. The LUX* Collective works hard to contribute to a cleaner, healthier and safer environment. Not only do their guests appreciate (and reward) their effort – but many environment issues at LUX* are designed and led by employees. . Discover how their focus on fostering a more resource-efficient culture energizes and engages the entire LUX* team.

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SugarConnected on Tour 2022: Building a Customer-Centric Culture—One Stop at a Time

SugarCRM

This year’s SugarConnected on Tour was packed full of learning, connection, and (as always) fun! It was a global month-long tour filled with customers and experts sharing experiences, tips and tricks, advice, and best practices on how they use their Sugar products. BUT. While the tour may have been a big hit, we know in-person events are still a lot to take in.

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Despite All My Hard Work, My Key Performance Indicators Are Not Moving! Why?

Beyond Philosophy

We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do. For those who don’t know, Tonya listens to our podcast and is using our “I’m in a Pickle” feature. The pickle is a business problem with which she wants help.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.