Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

Intercom, Inc.

JUNE 9, 2020

The past few weeks have shown us how important it is for all of us to deeply empathize with those around us. With that comes the need for clear communication and open dialogue with customers and employees alike. Here are a few of the strategies they shared and how you can apply them to your own business as you move forward.

B2B 197

B2B E-commerce Legal Customer Retention 197

Intercom, Inc.

NOVEMBER 18, 2020

This week, we’re looking at the tools and infrastructure needed to facilitate the move Online. This week, we’re looking at the tools and infrastructure needed to facilitate the move Online. Listen below, and read on for our companion post. If you build it, they will shop. Welcome to S.H.O.P. ,

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Beyond Philosophy

JULY 2, 2020

” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Non-Profits CX 195

Beyond Philosophy

MAY 2, 2024

Listen to the podcast: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. Since I figured some of you might have the same question, I also wanted to share that discussion in the newsletter.

Customer Loyalty 78

Customer Loyalty Sports Gaming Construction 78

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Expectations and needs are constantly on the move. The pandemic has only speeded up these changes.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Almost Perfect.

Retail 160

Retail Artificial Intelligence AI Start-ups 160

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. We feel it, and we know you are feeling it, too. We discussed how these times affect our behavior on a recent podcast , and not just as customers. These times are unprecedented, and no one is sure what to expect.

Healthcare 161

Healthcare Retail CX Customer Experience 161

Intercom, Inc.

NOVEMBER 12, 2020

This week, we’re looking at how consumers’ shopping Habits have changed. Listen below, and read on for Anna’s companion post. Last week, we explored how physical retail environments are changing in the wake of ecommerce, and how businesses need to adapt to these new ways of shopping – or risk extinction. .

Retail 221

Retail B2C B2B Manufacturing 221

Intercom, Inc.

SEPTEMBER 30, 2021

Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, eager to get into software and product design, she moved to San Francisco. You don’t know when issues are going to come up. The company means a great deal to both of them.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

MAY 7, 2020

is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?

Sales 210

Sales Retail Government CRM 210

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. We find ourselves in unprecedented – certainly, the word of the year – times.

Contact Center 266

Contact Center CX Technology Technology 266

Kerry Bodine

MAY 11, 2020

But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. The pandemic has forced a rapid change in an industry that has been long dragging its feet. What surprised me most is how quickly they responded.

Contact Center 147

Contact Center CX Innovation Technology 147

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. To understand why let’s explore how COVID-19 has affected contact center agent attrition so far… How COVID-19 Impacted Contact Center Agent Attrition. Despite that, the end to your agent attrition woes may be in sight. ” — Peter Ryan , Snr.

Contact Center 144

Contact Center CX Retail Technology 144

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. The pre-pandemic model of work has been rendered obsolete by the success of the remote work model. So, how do we stop bleeding attrition if we can’t go back? It is the power of listening to our employees. What does all this mean for the nature of work?

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Intercom, Inc.

JULY 28, 2022

It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn. But the unpredictability of the variables doesn’t mean you can’t plan for growth. However, growth is seldom linear, as is all too clear in the current economic climate.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. For customer experience as well, the pandemic has required a lot of patience, with lingering uncertainty due to supply chain issues, workforce interruptions, and so on.

Non-Profits 71

Non-Profits Customer Experience Engineering 71

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

SEPTEMBER 19, 2020

Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. It is about using science to understand Customers in a much deeper, meaningful way. Key Takeaways.

Finance 158

Finance Technology Technology AI 158

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. It’s always difficult to predict trends, especially during uncertain times. Crises do occur.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Set a good example.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

Beyond Philosophy

MAY 21, 2020

On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change. Reward: We feel the benefit of our actions.

Government 120

Government Start-ups CX Technology 120

Customer Bliss

JUNE 17, 2020

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING.

74

74

Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. .

Construction 138

Construction Start-ups Technology Technology 138

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. Thank you all for listening over this past year – we hope you enjoy this episode and we’ll see you in 2022. Thank you all for listening over this past year – we hope you enjoy this episode and we’ll see you in 2022.

Engineering 118

Engineering Government B2C Start-ups 118

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. By having these options available, many routine customer issues will be resolved before they even reach your team, and much faster to boot — saving resources.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. We find ourselves in unprecedented – certainly, the word of the year – times.

Contact Center 182

Contact Center CX Technology Technology 182

Customer Bliss

MARCH 22, 2021

As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. We must take the lessons of this last year and use them to shape how we lead our organizations into the future. Move How You Listen to Customers—From ASKING to UNDERSTANDING.

Customer Experience 62

Customer Experience 62

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Listen to the episode & read the show notes ».

Touchpoint 83

Touchpoint CX Customer Experience 83

CSAT.AI

JULY 19, 2023

Reports show that empathy started declining even before the pandemic. This year, the 2023 Customer Rage Survey indicates customers are experiencing more problems and 79% will complain about them. According to the same 2023 report, businesses risk $887 billion in future revenue from poor customer complaint handling.

Sentiment Analysis 74

Sentiment Analysis AI Contact Center CX 74

Intercom, Inc.

JUNE 23, 2022

Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs.

B2B 118

B2B Education Start-ups Agriculture 118

Fonolo

OCTOBER 20, 2020

Do you remember back in March when we were all going around saying, “When this is all over…?” You can download the complete report for free here. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19.

Contact Center 126

Contact Center CX Education Start-ups 126