CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.

CX 243

CX Customer Experience 243

Intercom, Inc.

JUNE 26, 2019

There’s a lot of content and advice about giving presentations out there. Some of it’s really useful, some of it not at all. Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team.

Education 215

Education Start-ups Engineering 215

Callminer

JUNE 25, 2019

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

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Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy.

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

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

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Intercom, Inc.

JUNE 25, 2019

When building product at Intercom, we move fast so that we can deliver value to our customers and validate our solutions to their problems as early on as possible. As a result of this fast pace, we sometimes need to circle back to polish past work that can be improved and iterated on. One recent example involved an accessibility issue in the “quick reply” buttons in our Messenger – a seemingly small detail in its own right, but one that we were able to revisit and improve to ensure we met the hi

Engineering 152

Engineering 152

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.

Customer Retention 122

Customer Retention Customer Loyalty Technology Technology 122

Heart of the Customer

JUNE 27, 2019

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Voice of the Customer 133

Voice of the Customer VOC CX Customer Experience 133

Intercom, Inc.

JUNE 24, 2019

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Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces. While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

Customer Service 104

Customer Service Transportation Technology Technology 104

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Beyond Philosophy

JUNE 28, 2019

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.

CX 104

CX Social Media Sales Sports 104

Taylor Reach Group

JUNE 26, 2019

Webinar Contact Center AI and Self Service Colin Taylor. By Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can help your company with AI and Self-Service in the call center, CLICK HERE to schedule a free consultation.

Contact Center 98

Contact Center AI Artificial Intelligence Technology 98

Heart of the Customer

JUNE 26, 2019

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. So we’re reaching out to you in the CX community.

Voice of the Customer 92

Voice of the Customer CX Customer Experience 92

Myra Golden Media

JUNE 24, 2019

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. 1. Use “I” and “We” personal pronouns because they instantly make the tone personal. 2. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” 3.

Customer Experience 93

Customer Experience 93

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

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. What we know is: when we make it hard to do business with us, it costs a lot of money. You’ve probably seen the Siegel + Gale study , which says we’re leaving a collective $86 billion on the table when we don’t take care of customers&#

Engineering 80

Engineering Start-ups CX AI 80

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations.

Actionable Insights 75

Actionable Insights Customer Experience Management Customer Loyalty AI 75

ModSquad

JUNE 25, 2019

Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. These crucial points of interaction provide companies with the opportunity to engage consumers, strengthen brand storytelling and awareness , market products and services, and address concerns before they grow large enough to prevent sales.

Touchpoint 74

Touchpoint Start-ups Sales Customer Experience 74

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

Touchpoint 68

Touchpoint Customer Relationship Education Customer Survey 68

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

ProProfs

JUNE 27, 2019

We brought a plant home and for months it warmed our hearts. In a matter of a few days, it reached an almost dead state. No longer was it a feast for the eyes. The color started to fade from green to yellow and eventually brown. The leaves begin to shrink in size. And no longer it looked like a healthy plant. You know the reason this happened is that it was not given proper care in the form of sunlight and water.

Start-ups 71

Start-ups Innovation 71

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

CX 68

CX CX Transformation Customer Experience Customer Journey Map 68

Fonolo

JUNE 27, 2019

Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. This is good thinking, as no company wants to find themselves getting ready only a few weeks before November 1st.

Healthcare 57

Healthcare Retail Start-ups Customer Relationship 57

Provide Support

JUNE 28, 2019

Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers.

Customer Feedback 59

Customer Feedback Customer Service Customer Experience Customer Relationship 59

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

ProProfs

JUNE 26, 2019

Online content marketing is the most lucrative and demanding discipline in the current marketing industry. . Every company and business with an online store or content website is looking forward to hiring an expert in this field to help them grow their online presence. . Despite the increasing need for expertise in this category, academic institutions are unresponsive in offering courses that can affect individuals with the right knowledge of this discipline. .

Social Media 67

Social Media Start-ups Education 67

Steven Van Belleghem

JUNE 25, 2019

Razor blades and grooming products: Dollar Shave Club. This is definitely one of the most popular subscription brands. Four times a year or whenever the customer demands so, American company Dollar Shave Club sends a Restock Box with razor blades and additional grooming products so its customers never run out of anything. They start off by sending a trial box with different products, based upon some information that they gather up front.

E-commerce 52

E-commerce AI Machine Learning Start-ups 52

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

Touchpoint 49

Touchpoint Customer Relationship Education Customer Survey 49

CX Journey

JUNE 25, 2019

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.

Start-ups 53

Start-ups Customer Experience 53

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The DiJulius Group

JUNE 26, 2019

The most important person each of us needs to build a stronger relationship with is ourselves. We need to be lost in thought, daydream, actually let ourselves become bored and allow our mind to wander. Mental Stimulation Addiction (MSA) is affecting millions of people who are smartphone junkies and who need to constantly be texting, Read Full Article.

Customer Experience 49

Customer Experience 49

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI

AI 48

AI Contact Center Sentiment Analysis Machine Learning 48

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for 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. Each day we learn from the trenches what it takes to make clients happy and successful.

Sales 40

Sales Start-ups Touchpoint 40

Confirmit

JUNE 26, 2019

The second annual Confirmit AIR awards are now open. We had a great response to the inaugural program last year, with some exceptional Market Research and corporate research winners. We know that our clients are doing some pretty slinky things with our technology – and the awards certainly proved it! You’re busy though. Clients keep calling.

Innovation 40

Innovation Start-ups Technology Technology 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