Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Companies like Amazon understand this well and are rightly famous for their “work backwards” philosophy. You start by writing the press release, to articulate how the world will see your product, and then work backwards until you get to the minimum set of technology requirements to achieve your goals

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Callminer

MARCH 20, 2018

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.

CX 182

CX AI 182

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More.

Contact Center 159

Contact Center Technology Technology Customer Service 159

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

Customer Service 144

Customer Service Invoicing Social Media Customer Satisfaction 144

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Intercom, Inc.

MARCH 20, 2018

A successful SaaS business is built on retaining your existing customers, not just acquiring new ones. Today, we’re launching The Customer Retention Starter Kit to help. Retention is the foundation of growth for any company. It affects pretty much every metric that matters to your business. It increases your chance of virality, since users who stick around for a long time are more likely to share your product with others.

Customer Retention 174

Customer Retention 174

Beyond Philosophy

MARCH 23, 2018

Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.

Transportation 124

Transportation Customer Expectations Customer Experience 124

UJET

MARCH 22, 2018

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

Customer Experience 101

Customer Experience Retail Customer Service 101

ProProfs

MARCH 21, 2018

The increasing importance of personalized learning forced many schools around the world to create better environments for their students. The amount that institutions spend in introducing new technologies is increasing day-by-day and is expected to reach a whopping $19 billion globally by 2019. With the rise of technology in classrooms(blended-learning models, online classrooms, etc.), students are having more access to constant information when compared with the previous generations.

Education 89

Education Technology Technology Gaming 89

PeopleMetrics

MARCH 21, 2018

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Heart of the Customer

MARCH 19, 2018

I had the opportunity to join The CX Show, with SaleMove co-founder and CEO, Dan Michaeli. Here’s their summary: Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives, your […].

CX 76

CX Touchpoint Sales Customer Experience 76

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

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.

E-commerce 79

E-commerce Customer Service Contact Center Customer Retention 79

Taylor Reach Group

MARCH 20, 2018

By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

Contact Center 80

Contact Center Technology Technology Start-ups 80

Customer Service Life

MARCH 18, 2018

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned in a recent article highlighting the ways support teams use Slack , it’s the clear choice for the majority of our clients for communication with their support teams.

Customer Service 68

Customer Service Contact Center 68

Beyond Philosophy

MARCH 23, 2018

Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience? The post Why Do Customers Fight For What They See To Be Their Rights? appeared first on.

Customer Experience 60

Customer Experience 60

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

ProProfs

MARCH 22, 2018

One of the biggest challenges that most teachers face is drawing students’ towards the courses. Although teachers work hard to make their students understand the complex concepts, they still feel disinterested and bored during the lectures due to which they fail to get good grades. However, to make the teaching methods effective and interesting, educational institutions need to redefine the learning process with fresh and innovative ideas.

Education 69

Education Innovation 69

Kerry Bodine

MARCH 22, 2018

As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got a text: AT&T Free Msg: Reply YES to learn how to get unlimited text, 1GB of data and a low calling rate while traveling abroad (free to reply).

Start-ups 54

Start-ups 54

Taylor Reach Group

MARCH 21, 2018

By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of time your agent was exactly where they were scheduled to be. Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence X 100. Agent’s scheduled log in time. Example: An agent is scheduled to work 8 hours (480 minutes) and is five minutes late going to break and five minutes late returning from break, for a total of 10 minutes out of schedule adherence.

Contact Center 54

Contact Center Customer Satisfaction Customer Service 54

Fonolo

MARCH 20, 2018

It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry. For the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts; and the “new way”: buying a cloud service via monthly subscription.

Contact Center 52

Contact Center Engineering Social Media B2B 52

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

Provide Support

MARCH 20, 2018

A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. It has transformed forever the way we interact with our immediate surroundings.

AI 53

AI Customer Experience Technology Technology 53

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver. A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step— it’s necessary, but can also be dangerous.

Start-ups 54

Start-ups Technology Technology Customer Journey Map 54

Customer Bliss

MARCH 22, 2018

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?

Finance 51

Finance CX CX Transformation Healthcare 51

Confirmit

MARCH 19, 2018

It’s the first day of spring in the northern hemisphere! Spring represents more than just warmer weather. It represents new life and new beginnings. In my opinion, this season of new beginnings is a perfect time for Market Research agencies to evaluate their business. Are your profits growing like the spring flowers? Are new opportunities emerging from hibernation?

Text Analytics 49

Text Analytics Sentiment Analysis Gaming Technology 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

CX

The DiJulius Group

MARCH 21, 2018

Everyone has an invisible sign above his or her head that reads “Make me feel important” I believe there is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others; whether they are acquaintances, customers, employees, co-workers, neighbors, or total. Read Full Article.

Customer Experience 61

Customer Experience 61

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018. What is the Service Design Award?

Customer Experience 48

Customer Experience 48

SugarCRM

MARCH 22, 2018

Personal data is valuable, and it’s easier than ever to obtain. Since the onset of the digital revolution, consumers have made it very easy for companies to sweep up a great detail of data about themselves and their activities. While all this data has been a boon to companies’ sales and marketing efforts, it’s created some bad corporate habits. While some companies are open about their data practices, many seem to operate under to motto: “ it’s better to ask forgiveness than permission. ” Some o

Compliance 53

Compliance Innovation CRM Legal 53

Comm100

MARCH 20, 2018

There is no one right day (or way!) to send a letter to a customer. However, holidays and special occasions can be a great opportunity for your business to reach out. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. And writing personalized letters to customers on their special days – such as birthdays or anniversaries – can set your company apart from the competition, and help and you build business relationships that could las

Non-Profits 40

Non-Profits B2B Sales Sports 40

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

ClientSuccess

MARCH 21, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Experience 40

Customer Experience Hospitality Hospitality Start-ups 40

Confirmit

MARCH 19, 2018

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. The CX Marketing Summit 2018 was created as a result of research that shows that the marketing function is playing an increasingly important role in the Customer Experience as businesses are able to achieve greater customer insight, allowing them to tailor their strategies to increasingly demanding customers.

Customer Experience 40

Customer Experience Customer Journey Map VOC Voice of the Customer 40

SugarCRM

MARCH 21, 2018

Perhaps you’ve been in the camp of believing that the tech industry’s heightened focus on data privacy and GDPR is a little overblown? If so, I understand. At times, GDPR compliance has seemed like a major inconvenience and nothing more. It’s easy to fall into that mindset until something significant happens. Well, this week’s bombshell allegations of data misuse against Facebook demonstrate that the concerns about personal data are real and the consequences for companies that burn their o

CRM 51

CRM Compliance Government 51

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. The report for this year showed some startling findings – and one of the biggest is that Customer Satisfaction is falling. Register Now. In the report, we discuss some of the possible reasons for this fall, with insights and knowledge from myself as well as CCW Digital’s Brian Cantor.

Customer Satisfaction 40

Customer Satisfaction AI Customer Expectations Customer Service 40

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