Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology

Technology 317

Technology Technology 317

TSIA Customer Success

NOVEMBER 23, 2021

Company acquisitions require Customer Success Executives to be prepared. Whether you know it or not, you’re now competing for your own position against the Chief Customer Officer, Vice President of Customer Success, or Director of Customer Success of the acquired/acquiring company

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308

Shaun Belding

AUGUST 24, 2021

Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet.

Customer Service 251

Customer Service 251

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

Contact Center 208

Contact Center AI Sales Technology 208

Speaker: Paul Weald, Contact Center Innovator

With the help of artificial intelligence and machine learning, you can streamline your contact center productivity and efficiency by reducing call wait times, monitoring customer sentiment and satisfaction, and providing better self-service options for all of your customers. Join us for this exclusive webinar with contact center innovator Paul Weald to learn more!

Contact Center

The Belding Group

OCTOBER 18, 2021

A positive attitude is something that everyone is capable of. It doesn't require a specific education or skill set; and it's not dependent on how much money you make, how good looking you are or what you do for a living. Attitude is, quite simply, a decision one makes.

Education 218

Education 218

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […].

Customer Experience 162

Customer Experience 162

Shaun Belding

DECEMBER 25, 2021

We all run into situations where our clients and potential clients will choose a competitive company. They always have their reasons - and whether or not we agree with them, we need to respect them. There is never, ever a payoff in scolding customers, or trying to make them feel bad.

Customer Service 141

Customer Service 141

TSIA Customer Success

JUNE 10, 2021

One of the biggest mistakes customer success executives make is undervaluing the power of the charter of customer success. To many executives, creating a charter is a check-box effort rather than a blueprint for success.

Government 195

Government 195

The Belding Group

AUGUST 11, 2021

How to Create Customer Loyalty “How do you create customer loyalty?” ” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong.

Customer Loyalty 208

Customer Loyalty 208

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Contact Center

Inside Customer Service

MARCH 25, 2021

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash.

Customer Service 247

Customer Service Customer Experience Innovation Sales 247

Callminer

NOVEMBER 7, 2021

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients

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CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.

CX 237

CX Innovation Contact Center Customer Service 237

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Legal 154

Legal Education Customer Survey Customer Expectations 154

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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Customer Satisfaction

Uniphore

DECEMBER 14, 2021

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

Sentiment Analysis 219

Sentiment Analysis ML Customer Experience AI 219

Heart of the Customer

MAY 13, 2021

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

CX 145

CX Voice of the Customer Customer Experience 145

Futurelab

NOVEMBER 9, 2021

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires.

Customer Experience 207

Customer Experience 207

Adrian Swinscoe

DECEMBER 10, 2021

Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe

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162

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Innovation

Shaun Belding

OCTOBER 13, 2021

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for.

Customer Service 164

Customer Service 164

TSIA Customer Success

SEPTEMBER 28, 2021

To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities.

Customer Experience 329

Customer Experience Technology Technology 329

The Belding Group

JUNE 18, 2021

Father's Day is a great time to reflect on how much of a difference we can make in the lives of those around us. Whether you are a parent, a friend, a teacher, a leader, a service provider or just a casual acquaintance, you have the opportunity every day to make a difference in someone's life.

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208

Inside Customer Service

FEBRUARY 18, 2021

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this sounds familiar. The CEO announces a service culture initiative.

Customer Service 242

Customer Service Customer Satisfaction Customer Experience 242

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Callminer

MARCH 3, 2021

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

Customer Experience 320

Customer Experience 320

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

CX 182

CX Hospitality Hospitality Healthcare 182

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.

Customer Service 151

Customer Service 151

Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Contact Center 219

Contact Center Customer Experience AI Technology 219

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Customer Feedback