Intercom, Inc.
NOVEMBER 2, 2021
Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause.
Adrian Swinscoe
OCTOBER 30, 2021
This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest. Just as digital marketers use analytics to understand their customers better, […]. The post A quick intro to people analytics and how it improves employee experience first appeared on Adrian Swinscoe.
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Inside Customer Service
NOVEMBER 4, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Small problems are easy to dismiss with a shrug. When a few more customers call, confused about how to use the latest software update, it's easy to shrug it off.
Customer Think
OCTOBER 31, 2021
Artificial Intelligence (AI) – the capability of a machine or piece of software to display human-like intelligence – permeates our daily lives, often in ways we do not notice. It touches us in myriad ways. Advanced technology operates behind the scenes, powering and optimizing smartphone apps, transportation, healthcare, retail, and more. In the words of […].
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Intercom, Inc.
NOVEMBER 4, 2021
You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human.
Adrian Swinscoe
NOVEMBER 5, 2021
Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]. The post CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
OCTOBER 30, 2021
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer e.
Intercom, Inc.
NOVEMBER 3, 2021
Alert fatigue is a common problem among engineering teams that handle operations and maintain infrastructure. The problem usually stems from a haphazard approach to writing alerts as teams grow and begin using more infrastructure of increasing complexity. This is quite normal – as a company or a team grows, it often takes time for an observability culture and solid alerting practices to take shape.
Experience Investigators
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
Uniphore
NOVEMBER 2, 2021
By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.
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.
Customer Think
NOVEMBER 5, 2021
Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus develop for the organization. Throughout my career I’ve had the good […].
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
Fonolo
NOVEMBER 2, 2021
Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Research from Salesforce states that 89% of consumers are more likely to purchase from a company again when they experience high-quality customer service—a percentage that’s far too high to ignore.
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.
Customer Think
OCTOBER 30, 2021
The concept of fashion is essentially more than what someone wears. This industry is figuring out which technological aspect suits it best and generates maximum benefits, especially in light of the reasons and technological developments throughout the world. Artificial Intelligence is a new force that is reallocating the ideas of following fashion trends from the […].
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
Execs In The Know
NOVEMBER 5, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
The DiJulius Group
NOVEMBER 3, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s. Read Full Article.
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?
Customer Think
NOVEMBER 2, 2021
TweetLinkedInShareEmail If you ask most B2B marketers how they use chat platforms like Drift, the immediate answer would most likely be: converting Web visitors. And indeed, increasing Web engagement and Web conversion rates is still a primary us.
Zendesk
NOVEMBER 3, 2021
Catchphrases are like fashion trends or pop songs (“Baby Shark” comes to mind): For a while, they are ubiquitous and beloved. People can’t get enough of them, and if you can pull them off as part of your communication, it proves you’re cool. Then, seemingly overnight, the thing’s popularity hits a tipping point and no one can stand it anymore. That’s the case with overused customer service expressions like “happy to help.”.
Lumoa
OCTOBER 31, 2021
Forsta Partners with Lumoa to Deliver Powerful, AI-Driven Analytics To CX, EX and Market Research Professional Partnership will streamline open-ended feedback using artificial intelligence to drive better-informed decisions NEW YORK and LONDON and OSLO, Norway, 1st of November, 2021 – Forsta , the leading Customer Experience and Research Technology company created earlier this year by the merger of Confirmit, FocusVision and Dapresy, is announcing its partnership with Lumoa , an AI-po
Execs In The Know
NOVEMBER 1, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
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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
Customer Think
NOVEMBER 2, 2021
Customer Experience (CX) has been changing and adapting year after year, but the early 2020 up to today changed the landscape of how customers interact with companies. The pandemic changed the way experts look at CX and they had to do it abruptly to keep their business afloat and to continue giving the same quality […].
Fonolo
NOVEMBER 4, 2021
Over its first year, COVID-19 lockdowns and high case counts forced many offices to close. While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Soon, businesses realized they didn’t need to spend money on rent to operate with the right tools and infrastructure.
Beyond Philosophy
NOVEMBER 4, 2021
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.
Conversation Agent
NOVEMBER 1, 2021
We work at different levels — e.g., strategic, tactical — in many dimensions — e.g., past, future, sometimes present — alone and together, with stages, methodologies, processes, and so on. The unifying view in all of this is how we show up. Our values and personal culture shine or bleed through in our work and lives in the form of “this is how it feels like to [interact, communicate, be with us].
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
Customer Think
NOVEMBER 5, 2021
In the early days of starting a new business, it’s normal to hyper-focus on getting as many customers as possible. As long as they’re purchasing something, it’s a win, right? However, as time goes on and you’re looking to scale, having a loyal, high-quality customer base becomes much more important for your ROI. You don’t […].
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
MyCustomer Experience
NOVEMBER 4, 2021
WSocial media use takes up two hours and 22 minutes of the average person's day. Sadly, an increasing amount of this activity is. 17th Nov 2021. By A Hamilton.
Conversation Agent
NOVEMBER 1, 2021
Peripheral vision is where we sense and notice, the human instinct alive. Enter the Metaverse to take that away. Facebook just went Meta. It's consistent with the idea that the algorithm and information management supersede human experience. Aristotle wrote the blockbuster book Physics. His students titled his second work Metaphysics. The Greek prefix—for “after,” “beyond”—meant the second book had come after the first.
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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