Callminer

SEPTEMBER 25, 2018

We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.

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Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Remember those halcyon days when software was sold through licenses and you only had to win over each customer once to stay profitable? Those days are over.

Start-ups 202

Start-ups Customer Feedback Sales 202

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.

Net Promoter Score 129

Net Promoter Score NPS Customer Experience Customer Survey 129

Uniphore

SEPTEMBER 26, 2018

Jacada & Google Dialogflow Address Concerns of Enterprise Organizations Who are Eager to Leverage Cognitive Services in Customer Service. Jacada works with Google Cloud Platform (GCP) to help clients rapidly design, scale and securely manage intelligent assistants using Dialogflow. Enterprise organizations who are eager to leverage a leading cognitive service such as Dialogflow to build differentiated customer experiences are cautious of certain aspects such as: Read More.

Customer Service 100

Customer Service Customer Experience 100

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Callminer

SEPTEMBER 26, 2018

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

AI 182

AI Innovation Technology Technology 182

Intercom, Inc.

SEPTEMBER 24, 2018

Messaging has fundamentally changed how businesses and customers communicate. Now we believe we’re on the cusp of another change which will drive faster growth for businesses who embrace it. On October 11th, we’ll share our vision for this next chapter in business growth and what we’re building so you can benefit from it. Seven years ago, we made a huge bet on what was then an unheard of thing: business messaging.

Business Growth 116

Business Growth Technology Technology 116

Customers That Stick

SEPTEMBER 27, 2018

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Customer Service 103

Customer Service 103

Beyond Philosophy

SEPTEMBER 28, 2018

How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discuss the psychological theories and how they can be practically implemented in your customer experience. The post How Other People Sell Your Product appeared first on.

Customer Experience 95

Customer Experience 95

Intercom, Inc.

SEPTEMBER 25, 2018

The number of tools used by sales and marketing teams only continues to grow, and with that expansion of options, it is more crucial than ever that you ensure your budget and time is being spent on the right tools. At Intercom, we want to make it easy for our customers to see the value of building real relationships with leads and customers. That’s why we recently released our new revenue and sales team performance reports , which gives marketing and sales teams instant visibility into how using

Sales 91

Sales Actionable Insights Business Growth 91

Taylor Reach Group

SEPTEMBER 25, 2018

By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.

Contact Center 98

Contact Center Compliance NPS VOC 98

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

UJET

SEPTEMBER 27, 2018

Customer Service Week isn't just an opportunity for your team to celebrate. It's a great time to reinforce the importance of making sure each customer's experience is the best it can be. Parties, awards, and recognition for your customer service agents should be baked into the week as well, but if you're not using this week as a chance to refocus on the customer experience, you'll be missing out.

Customer Service 89

Customer Service Customer Experience 89

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma

CX 89

CX CX Transformation Government Management Consulting 89

Myra Golden Media

SEPTEMBER 24, 2018

Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him. Looking annoyed, he turned around and grabbed a cable off the shelf and handed it to me. It didn’t look like what I had before, so I asked, “Are you sure this is the cable for my laptop?

Customer Experience 81

Customer Experience Customer Service 81

TeamSupport

SEPTEMBER 28, 2018

One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Voice of the Customer 80

Voice of the Customer Innovation Customer Relationship Customer Service 80

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

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Clay that’s well-centered yields a strong result; off-centered clay is ugly or eventually cracks. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids^®” and may eventually cease to exist.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On a recent episode of my podcast , I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expan

Engineering 86

Engineering Technology Technology CX 86

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success. For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning.

NPS 74

NPS Finance Technology Technology 74

Fonolo

SEPTEMBER 26, 2018

Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered. Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed.

Contact Center 67

Contact Center Customer Satisfaction Finance Start-ups 67

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

Comm100

SEPTEMBER 27, 2018

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.

CX 64

CX Start-ups Customer Service Customer Retention 64

CSAT.AI

SEPTEMBER 26, 2018

Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of a sun-ripened tomato. Labor. Like a farm, labor is the highest cost involved in operating a call center.

Social Media 52

Social Media Sentiment Analysis Legal AI 52

Totango

SEPTEMBER 24, 2018

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house.

Predictive Analytics 50

Predictive Analytics Innovation Technology Technology 50

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

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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

SEPTEMBER 26, 2018

Economy Booming = Poor Customer Service There are many positives of an excellent economy. I will argue that there are a significant number of drawbacks as well. As a result of a booming economy, companies experience rapid growth and need more employees. This makes it an “employee market.” An increase in job opportunities causes an. Read Full Article.

Customer Service 42

Customer Service Customer Experience 42

ClientSuccess

SEPTEMBER 26, 2018

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.

Start-ups 40

Start-ups Innovation 40

Confirmit

SEPTEMBER 25, 2018

It’s that time of year again, where employees at Confirmit get ramped up to celebrate CX Day , and more importantly our customers! This year we plan to celebrate our clients that won ACE Awards by showcasing them on a dedicated website for CX Day. We are also sending our customer success managers out in the field to meet with their customers and thank them with little treats.

CX 40

CX Voice of the Customer Technology Technology 40

Help Scout

SEPTEMBER 23, 2018

The first 90 days in support, especially at a new company, can be incredibly hectic and stressful. Your new employee is tasked with learning an almost entirely new product from front to back, as well as any secondary tools that you might require them to use, and they’re expected to know the product so well by the end of their training that they can effectively support other people who are also learning an entirely new product.

Construction 40

Construction Start-ups 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

CX Journey

SEPTEMBER 26, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Dave Mizne of 15Five.com. Traditionally, managers have relied on the annual performance review to provide employees with feedback. However, surveys indicate employees don’t find the process valuable. Simply meeting once a year to discuss their progress doesn’t give employees a thorough sense of their own performance.

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iQor

SEPTEMBER 24, 2018

Tap into connected health care’s newest trends and what you can do to keep customer satisfaction alive.

Customer Experience 40

Customer Experience Customer Satisfaction Customer Service 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience. How Does CEM Software Helps your Business?

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

SugarCRM

SEPTEMBER 27, 2018

We are now less than two weeks away from the kickoff of SugarCon 2018, and I can tell you now this year’s event is packed with useful content, entertaining (and educational) speakers and many fun events. Are you planning on joining us in Las Vegas October 10 ? If so, here’s some of the highlights you can expect… A range of experts from SugarCRM and the wider industry will be offering their insight and expertise, with impressive keynote speakers including Leonard Brody, a two ti

CRM 30

CRM Innovation Artificial Intelligence Entertainment 30

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