Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. Sanj: I hope a lot of experience in terms of scaling companies.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Experience delivery is, after all, a job of generating and retaining customer business.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Technology Technology AI 130

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. But with the opportunity to grow comes with, well, growing pains.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Shep Hyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders.

Start-ups 108

Start-ups Customer Service Customer Feedback 108

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. On his blog, he writes excellent pieces about customer service, customer loyalty, internal service, customer relations and customer experience.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Fonolo

MARCH 14, 2023

Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout. Every manager knows that new hires are extremely costly, and even more expensive to replace. Contact center work is challenging.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Fonolo

AUGUST 29, 2018

Sheri Greenhaus – Managing Partner CRMXchange. For years we have been preaching that it is the whole experience, including back office and billing, that the affects the customer and we are gratified to see that organizations have come this realization. You cannot satisfy customers with disengaged employees.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Fonolo

MARCH 24, 2022

While average call center attrition rates range between 30-45%, many businesses experience metrics as high as 90%. Poor onboarding and training is a top cause for attrition, as new employees need the right guidance to feel confident and prepared for the job. What’s more, the right software can make or break an agent’s experience.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. EQ Realm #2: Managing Your Emotions. Some of the best leaders have a higher EQ than IQ.

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Intercom, Inc.

MARCH 15, 2021

This year, the theme of International Women’s Day was #ChooseToChallenge, and we marked the occasion with a week-long program of events and discussions organized by our employee resource group, InterWomen. So what can employers and managers do to help? Representation matters. . The lesson? We need allies – and we need to be allies.

Engineering 209

Engineering 209

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

ClearAction

MAY 26, 2023

Your customers, employees, partners, and investors will thank you for collecting and championing customer insights to shape your firm’s growth curve in both revenue and profit. For specific recommendations, see my presentation from last week’s United States Customer Experience Awards’ CX Trend Talks.

VOC 62

VOC Data Mining CX Voice of the Customer 62

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

CX 52

CX CXM Government Contact Center 52

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. Near-term issues of cash management for liquidity and solvency are clearly paramount. We asked what kinds of resiliency plans they’re developing, both for the current moment and in the future. In March, McKinsey & Co.

B2B 197

B2B E-commerce Legal Customer Retention 197

RateMyService

JULY 19, 2023

Amidst these changes, employee experience stands out as a critical driver of success. source: Gallup Thriving: These employees find their work meaningful and feel connected to the team and organization. Quiet quitting: These employees are filling a seat and watching the clock.

Construction 52

Construction CX 52

ProProfs

AUGUST 16, 2021

83% of enterprises believe that developing leaders at all levels is important. Of all the employees who left their company at some point, 52% believed that their manager could have done something to prevent them from leaving. They are responsible for keeping employees motivated, engaged, and committed to business success.

Artificial Intelligence 52

Artificial Intelligence Outlook Entertainment Gaming 52

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic. Michelli , Ph.D.,

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Service Quality Institute

SEPTEMBER 13, 2023

I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. Colin Baker from Leadership Staff expanded on the 14 principles. Strategy Leadership: Amazon is very effective and driving this philosophy with everyone in a leadership position, They have over 1,650,000 employees.

Innovation 52

Innovation Healthcare Start-ups Sales 52

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. You have to be better than that, giving them experiences that they won’t forget.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. The Path to Leadership. This is their story.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

ProProfs

MAY 4, 2023

employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. When it comes to outsourcing your contact center, culture matters just as much as it does in your head office—not only to your employees, but also to your customers. Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Service Quality Institute

AUGUST 16, 2023

Focus on word-of-mouth advertising where customers love the customer experience, so they come back with their friends. All employees need to be trained in customer service. In almost all developing countries, most organizations have 25% more employees than they need. About 99% of customer contact is with these employees.

Sales 52

Sales Government Customer Service Customer Experience 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The one thing they all have in common?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

CSAT.AI

DECEMBER 14, 2022

To heck with employees and customers. Employees are part of that satisfied customer big picture. If employees don’t have what they need, they often can’t get the customer what they need. Employee needs include training, tools, employee empowerment and supportive culture. . Employee Empowerment and Company Culture.

Sentiment Analysis 92

Sentiment Analysis B2C AI Customer Service 92

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Lynn Hunsaker.

Non-Profits 71

Non-Profits Customer Experience Engineering 71

Sprinklr

JUNE 25, 2021

At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI).

Artificial Intelligence 78

Artificial Intelligence CXM Start-ups Education 78

Shep Hyken

NOVEMBER 16, 2021

Bringing Great Customer Experience Ideas Forward. They are known for practical tools and leadership development programs that stick. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas? Courageous Culture.

Innovation 69

Innovation Start-ups Customer Experience Customer Service 69