Intercom

FEBRUARY 6, 2024

You satisfy your customers, but can you satisfy our curiosity? With Kelsey VanSleen, Customer Success and Implementation Specialist at Billy. I am on the Customer Success team, helping our partners to implement the software, and then supporting them after implementation to ensure they are successful. Be curious.

Construction 97

Construction Compliance Start-ups Customer Service 97

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. More Flexible Service Solutions. A major recent customer service trend is the demand for omnichannel service.

Technology 376

Technology Technology E-commerce Contact Center 376

Inside Customer Service

JULY 1, 2021

Both even professed to be fans of the principles outlined in The Service Culture Handbook. The CEO of the growing company consistently modeled the service culture he was trying to create. You have to walk the talk if you want your employees to be customer-focused. The customer-focused CEO was big on accountability.

Customer Service 209

Customer Service Contact Center 209

Uniphore

NOVEMBER 17, 2021

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month.

Technology 246

Technology Technology Innovation Entertainment 246

Inside Customer Service

AUGUST 25, 2022

The best customer-focused mission statements share three characteristics : Simple and easy to understand. The best customer-focused mission statements share three characteristics : Simple and easy to understand. Focused on customers. It's hard for an entire organization to create a service culture if the CEO doesn't support it.

Innovation 170

Innovation Customer Service 170

Execs In The Know

JULY 4, 2023

In today’s fast-paced and hyper-connected world, exceptional customer experiences (CX) have become the holy grail for businesses striving to thrive in competitive markets. And at the forefront of this quest stands inspiring CX leaders, the driving force behind transforming mundane transactions into memorable interactions.

CX 97

CX Start-ups Customer Experience 97

Uniphore

JANUARY 13, 2022

Being an early riser, some of my best and most creative thinking occurs before I even get to work! AD: In a rapid growth phase, it [is important] to balance the needs of delivering on core business objectives (products, technology, selling, deployment, servicing, etc., Uniphore: How do you start your day? At around 6 a.m.

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Sports 62

Sports CX Scorecard Touchpoint 62

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Inside Customer Service

DECEMBER 8, 2022

Where did you learn your customer service skills? You might even remember specific customer interactions that taught valuable lessons. Yet those lessons often didn't sink in until you tried them out with a customer. Many of my customer service skills can be traced directly to customer interactions.

Start-ups 224

Start-ups Retail Customer Service 224

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Shep Hyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Customers want to work with people who “know their stuff.” . Be available.

Customer Service 119

Customer Service Sales Customer Experience 119

SurveySensum

MAY 6, 2024

Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Answering the following questions may be helpful: What do you aim to offer solutions for? They could be honesty, integrity, transparency, accountability, innovation, or anything that you value the most.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

ECXO

MAY 14, 2024

Satisfied customers and partners are more likely to return and recommend, creating a virtuous cycle of growth. Understanding customers’ needs: By establishing a more personal and human approach towards the customers, communication flows better and this allows the businesses to have a clear dialogue and understand customers’ needs and desires.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Shep Hyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. KFC – #KFCCrisis.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Experience Investigators

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. Invite the teams and leaders you need based on your overall CX goals. Create your agenda.

Customer Experience 132

Customer Experience Net Promoter Score CX Start-ups 132

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? Who should be on your cross-functional CX team?

CX 130

CX Net Promoter Score Government NPS 130

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). According to our CX Trends Report, 65 percent of CX leaders see AI as a strategic necessity, making AI transparency a crucial element to consider.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? What makes a great customer experience?

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What Do Customers Value in CX? Convenience.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Experience Investigators

FEBRUARY 7, 2023

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 So why should customer experience leaders care about customers who are no longer customers??

Social Media 122

Social Media CRM Start-ups Customer Loyalty 122

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Anyone who’s lost their wallet while traveling knows the process to get fraudulent charges refunded can be painful.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Execs In The Know

JANUARY 31, 2024

In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. This dichotomy underscores the urgency for CX leaders to comprehend and leverage AI for operational efficiency and amplify their leadership impact.

AI 52

AI Artificial Intelligence Social Media CX 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. CX leaders were in agreement – empathy is a huge part of achieving call center success. And you’re not alone – 89% of customers say they have switched brands after a single poor customer service experience.

Contact Center 177

Contact Center Customer Service CX Start-ups 177

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

CSAT.AI

AUGUST 10, 2022

Skilled agents are the heartbeat of your customer service strategy. Just like you have to earn your customers’ loyalty you have to earn your agents’ loyalty too. Agent churn affects your business reputation as customers have to wait longer for resolution. 1) Play to Agent Strengths. 2) Onboarding and Ongoing Training.

Customer Service 93

Customer Service Sentiment Analysis Contact Center CX 93

Intercom

FEBRUARY 19, 2024

You satisfy your customers, but can you satisfy our curiosity? With Agnieszka Popławska, Customer Success Team Lead at Calamari. I’m a part of the Customer Success team at Calamari. For the past few months, I’ve had the opportunity to grow as a Customer Success Team Leader.

Customer Service 52

Customer Service AI Technology Technology 52