Callminer

JANUARY 28, 2019

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).

CX 207

CX Customer Experience 207

Intercom, Inc.

JANUARY 28, 2019

A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. Without these things, the relationship retreats to the magnetic stereotypes of both industries: Product teams think sales teams will do, say and sell anything to make money, while sales teams think product teams will build anything cool except things that actually make money.

Sales 193

Sales CRM Innovation 193

Lumoa

JANUARY 29, 2019

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.

Customer Experience 142

Customer Experience 142

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139

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

Heart of the Customer

JANUARY 29, 2019

Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […].

CX 95

CX Customer Experience 95

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Maybe you wonder if we practice what we preach ??. Here’s an inside look at how we use our bots 24/7. Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. We use our bots to automate everything from workflows to conversations.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Beyond Philosophy

FEBRUARY 1, 2019

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

Customer Loyalty 90

Customer Loyalty CX Customer Experience 90

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Customer Experience 93

Customer Experience 93

Intercom, Inc.

JANUARY 29, 2019

There’s a classic response people have when talking to larger companies – I call it happy ears. It’s incredibly easy to be overly optimistic when you see a sexy new logo walk in the door. The thing you forget is that at large organizations, there are lots of people there who are constantly evaluating technology and looking for ways to use those new tools to help them stand out or leverage a proposal to negotiate better terms with their current vendor.

Sales 112

Sales Technology Technology 112

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-power

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

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Lumoa

JANUARY 30, 2019

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.

CX 89

CX Customer Experience Customer Experience Management 89

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor.

Education 79

Education Sales Customer Loyalty Customer Expectations 79

Intercom, Inc.

JANUARY 31, 2019

We’ve spoken at length about the impact automation and bots can have on your sales and support teams – all powered by Operator. But you may be wondering what Operator is and what exactly does it do? Operator is our automation technology that powers all of our bots. It’s the driving force behind the bots that take mundane tasks off your hands, like Task Bots , Custom Bots and Answer Bot.

Sales 99

Sales Technology Technology Education 99

The DiJulius Group

JANUARY 30, 2019

Must Watch Video – The Future Of Customer Service Take ten minutes this week and show this The Future Of Customer Service video to your leadership team. Everyone needs to know what is happening and how to be ready for 2019 and beyond. The ONE THING The Best CX Companies Do Differently Nearly every business. Read Full Article. The post The One Thing The Best CX Companies Do Differently appeared first on The DiJulius Group.

CX 76

CX Customer Service 76

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

Myra Golden Media

JANUARY 28, 2019

Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.

Entertainment 66

Entertainment Customer Service Customer Experience 66

Beyond Philosophy

FEBRUARY 1, 2019

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

Customer Loyalty 60

Customer Loyalty CX Customer Experience 60

ProProfs

JANUARY 30, 2019

Are you still not convinced about the power of social media and the benefits it offers for your business? Then, you need to take a closer look. With more than 2 billion users worldwide, your target customers are already there. These days, various marketing tools like free online quiz maker , survey makers, learning tools are making up for a crucial part of many brands’ marketing strategy.

Social Media 69

Social Media Gaming Entertainment Start-ups 69

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

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

Customer Bliss

JANUARY 29, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Sales 69

Sales Education Customer Experience 69

Customers That Stick

JANUARY 31, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

ProProfs

JANUARY 30, 2019

Well-developed employee training programs are necessary to meet the learning & development needs of both existing as well as new employees. It is how employers sharpen the skills of their workforce so that the latter can fulfill their defined roles and responsibilities. Only effective training methods can translate into positive employee performance and a significant bottom-line.

65

65

Fonolo

JANUARY 30, 2019

Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. There were too many announcements at last week’s show to cover them all in this post. So, I’ll just touch on some highlights, give links to the most interesting coverage, and summarize what the analysts thought.

Contact Center 57

Contact Center Social Media Education Innovation 57

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

TeamSupport

FEBRUARY 1, 2019

In the data-driven corporate world we work in, metrics are everything. And, thanks to so many technology solutions on the market, getting information is easier than ever before. However, getting the right information is the real challenge and what differentiates a customer support data novice from an expert. Looking at the exact information your business needs can elevate an entire team to perform better and exceed expectations.

Technology 63

Technology Technology 63

Steven Van Belleghem

JANUARY 29, 2019

Trusting algorithms over humans. Trusting machines works exactly the same way as trusting a human: if Phil always pays my invoices on time, I will trust Phil. If he doesn’t, I won’t. Exactly like that, if booking.com keeps suggesting hotels that turn out to be exactly what I like, I will trust booking.com, quite blindly. If it doesn’t, I won’t. Even companies tend to underestimate this simple law of trust, in the sense that most believe that people are still a lot more comfortable trusting a hum

E-commerce 52

E-commerce Invoicing AI Start-ups 52

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

UJET

JANUARY 31, 2019

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.

Customer Experience 63

Customer Experience Customer Service 63

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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

Myra Golden Media

JANUARY 30, 2019

If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations. Like when you talk to an employee about a performance problem, or when you go into a big meeting without all the answers you need. Sounds crazy, I know. We go live with scene one in less than seven minutes.

Customer Experience 48

Customer Experience 48

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Customer Experience 48

Customer Experience 48

Customer Bliss

FEBRUARY 1, 2019

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. In today’s episode, I chat with Rhiannon Hoeweler , the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden.

Hospitality 50

Hospitality Hospitality Retail CX 50

Chip Bell

JANUARY 29, 2019

Boating is a lot of fun, especially on a large lake with lots of great sights to see and places to go. I live on the shores of beautiful Lake Oconee. One of my favorite evening activities is piloting my pontoon boat to one of three nice restaurants on the water. The return trip on a moonlit night is awesome. Our favorite restaurant is Gaby’s by the Lake at the nearby Ritz-Carlton.

B2C 49

B2C Innovation Customer Service 49

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