Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Mathew Cropper – Senior Product Manager. How we get feedback.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. The one word that came up time and time again in our research was ’empathy.’ How do we evolve working from home to make it easier, more secure, and efficient for the business and our associates?

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Zendesk

MAY 18, 2023

Certainly it was a year of change and, at Relate, our new CEO Tom Eggemeier shared his vision for how Zendesk will deliver intelligent CX in the days ahead. Zendesk Relate is also where we share our vision for where customer experience is headed, based on our research and trends in the market. What a year.

Sentiment Analysis 52

Sentiment Analysis AI CX Engineering 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Fonolo

JULY 28, 2022

More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards. Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

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

Shep Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way by Joseph Michelli. Here are my top five picks from last week.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Execs In The Know

APRIL 23, 2021

The onset of coronavirus required us all to become crisis management experts overnight. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties.

Innovation 93

Innovation CX VOC Outlook 93

Fonolo

JANUARY 22, 2020

And you shouldn’t underestimate how important that part is. And you shouldn’t underestimate how important that part is. X4 Experience Summit, Salt Lake City. Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. Lauderdale.

Customer Service 129

Customer Service Contact Center CX Education 129

Shep Hyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher. We knew that!)

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Confirmit

FEBRUARY 26, 2019

No company aiming for significant growth in the US can ignore the Hispanic market in their research. For most companies, research means reliable sample – in this case, Spanish speaking sample. Culturati Research identified this need and dedicated resources to building a best-in-class Hispanic panel.

Technology 40

Technology Technology 40

Callminer

FEBRUARY 21, 2018

To help you avoid common mistakes in this process, we scoured the web for expert insights and reached out to a panel of call center and QA professionals, asking them to weigh in on this question: “What’s the number one mistake call centers make when it comes to comparing & purchasing call center monitoring software?”. Rob Boirun.

Contact Center 210

Contact Center CRM Technology Technology 210

Execs In The Know

MAY 26, 2021

May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. SCOTTSDALE, Ariz., Expectations have changed, as have industry solutions.

Innovation 52

Innovation CX Engineering Business Growth 52

Intercom, Inc.

JANUARY 27, 2022

From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing. So, how can we discuss this in a way that isn’t performative or tokenistic? What’s in a name?

Engineering 138

Engineering Start-ups Technology Technology 138

Confirmit

JULY 28, 2020

No, we’d also love to hear from corporate research and insight teams. If you do research internally for an enterprise and it helps your business make better decisions, we want to hear from you. AIR Professionals which celebrates great researchers. How do we enter? Is this only open to MR businesses? Make it great!

Innovation 59

Innovation Start-ups Technology Technology 59

Fonolo

NOVEMBER 23, 2017

In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. Let’s see how we can try and make it a little more bearable. This is a serious problem since timeliness is the most important thing a company can do to provide good service. Tweet About It.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. How did we evaluate QuestionPro Alternatives? Customer reviews provide valuable insights into a product’s strengths and weaknesses and how it evolves over time. Let’s get started.

Text Analytics 52

Text Analytics Start-ups NPS Customer Feedback 52

Steven Van Belleghem

MARCH 19, 2023

Apart from this obsession with simplicity in design, consumerism and branding, it also has a strong focus on environmental friendly processes, including using reclaimed wool to produce its sweaters, recycling textiles and by-products, and installing solar panels in its distribution center. And in the process, it helped reduce waste.

Non-Profits 104

Non-Profits Agriculture CX Manufacturing 104

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. Transparency is equally vital.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

SurveySensum

APRIL 21, 2023

How did we evaluate Formstack Alternatives? No integration with Active Directory to manage users. Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. It offers a drag-and-drop interface, making it easy to create and design forms. As a result, users seek alternatives. Source 5.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. They compare the experience to the best they’ve had from any business or brand. We also want to know how often, how much they spend and more.

CX 123

CX Customer Experience Non-Profits Social Media 123

Confirmit

MAY 29, 2018

True insights from Market Research, Voice of the Customer and Employee Engagement programs rely on the ability to correlate and integrate the information with other areas of your business, such as platforms for Customer Relationship Management, product management, Enterprise Resource Planning, or accounting. Why Confirmit APIs?

Customer Relationship Management 51

Customer Relationship Management Voice of the Customer Innovation Customer Relationship 51

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. According to reports, Qualtrics had the highest percentage of negative reviews that described “user experience.” The Merger! Not user-friendly.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Fonolo

NOVEMBER 21, 2017

How thankful you are to be surrounded by great family, caring friends, and all the gifts of life we’re lucky to have. Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Managers may think they’re showing appreciation, but more often than not, those thanks are not heard.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Qualtrics

NOVEMBER 12, 2020

Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start. Use our Sample Size calculator to find out the right number of people needed for your research. Use our Sample Size calculator to find out the right number of people needed for your research.

Social Media 52

Social Media Start-ups Sales 52

C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” That is why I decided to write about these best-kept secrets in portfolio management, which even large corporations are not always aware of!

Retail 87

Retail Innovation Start-ups 87

Confirmit

OCTOBER 3, 2018

Guest speakers included analysts from Forrester Research, CX practitioners from clients including LexisNexis and Philadelphia Insurance, and our own CX visionary, Claire Sporton. Following these presentations was an engaging panel session with Sarah Day from Asurion, Jeff Heintz from Novo Nordisk and Meredith Moses from W.W.

B2B 40

B2B CX Voice of the Customer Innovation 40

ClearAction

NOVEMBER 27, 2018

Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric. How can you apply customer insights to your event marketing and alliance partners and other areas? Find customer insights about “the how”.

Start-ups 74

Start-ups Business Growth Business Operations Innovation 74

1 to 1

JANUARY 25, 2024

It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Fonolo

NOVEMBER 15, 2017

Or perhaps you’re a manager, who has served on the frontline for many years, and wonder whether you’re still in touch with today’s customers. Regardless of age or level of experience, there are a few signs that you already are, or are destined to be, a customer service expert. Sign #3: People Always Tell You How Optimistic You Are.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Totango

APRIL 25, 2019

Guy Nirpaz, Totango’s Founder and CEO, kicked off the day highlighting the key challenges for customer-centric organizations brought on by the fourth industrial revolution, and how to avoid disruption through a system of speed and agility that distributes insights and actions throughout the organization. With an amazing NPS score of 87.5,

NPS 54

NPS Entertainment Customer-Centric Organization Education 54

ClientSuccess

MARCH 13, 2020

His content tends to focus on how to build sustainable growth companies. We especially liked this post on “ Rethinking How You Calculate Churn “ Nicole Anasenes, COO/CFO @Squarespace. This post is a change from our normal content on customer success best practices. Mark Roberge: Founding VP of Sales, and CRO @ HubSpot.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

ClientSuccess

MARCH 13, 2020

His content tends to focus on how to build sustainable growth companies. We especially liked this post on “ Rethinking How You Calculate Churn “ Nicole Anasenes, COO/CFO @Squarespace. This post is a change from our normal content on customer success best practices. Mark Roberge: Founding VP of Sales, and CRO @ HubSpot.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

Confirmit

JUNE 28, 2018

The quality of online feedback data can be a major concern for Market Research, Customer Experience and Voice of the Employee programs who rely on such data to make business decisions. How can data quality be preserved when using multiple panel sources? How can the Integration of Confirmit and Imperium Help my Business?

Voice of the Employee 40

Voice of the Employee Voice of the Customer Technology Technology 40

Qualtrics

OCTOBER 26, 2021

Learn from experts on how to retain top talent, make future-of-work decisions, address DEI gaps, recruit the best candidates, and ensure that employees can thrive in a hybrid work model. Who was on the panel? David Johnson, Principal Analyst at Forrester Research, Advice from the Experts on Retaining Top Talent.

Start-ups 26

Start-ups 26

Qualtrics

MARCH 25, 2021

Video surveys aren’t new in market research. Let’s dive into how video feedback works and how brands can use it for useful customer insights. The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. How Alaska Airlines uses video surveys.

Start-ups 49

Start-ups Technology Technology Customer Satisfaction 49