ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. How have they changed since the pandemic? What do they value most? Are there any data gaps you need to fill? How do they consume content?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Execs In The Know

NOVEMBER 21, 2022

With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. In a recent webinar , our Business Partner Replicant stated that 80% of customer interactions can be resolved by automation. Be Clear About What You Want to Achieve. Start Small. The first step?

Contact Center 98

Contact Center Education AI Engineering 98

Shep Hyken

APRIL 18, 2022

I have added my comment about each article and would like to hear what you think too. Trinity McQueen’s Mike Cooper, head of customer experience, considers the cause of this difference and how to work around it. Understanding those groups and how to sell to them is important to the success of your business.

Customer Service 65

Customer Service Retail CX Start-ups 65

Intercom, Inc.

FEBRUARY 2, 2021

This week on Inside Intercom, we’re focusing on customer satisfaction: how it’s evolving, why that matters, and what you need to do about it. If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. .

Customer Satisfaction 99

Customer Satisfaction 99

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan. Adrian Travis. Michael Stahl. Eric Sachs.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom

FEBRUARY 22, 2024

We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. Everyone aspires to be able to demonstrate value for what they do. Traditionally, the received wisdom was that as a business grew, its customer service costs would grow in a linear fashion.

AI 52

AI Customer Service Technology Technology 52

Intercom

NOVEMBER 29, 2023

But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? It may seem like the worst time to consider switching to a new customer service platform, but as you read more and more about the changing world of customer service, you might be feeling like your current tool is holding you back.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Shep Hyken

JUNE 22, 2021

Looking at Business through the Eyes of the Customer . They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer. Investing in the Customer Experience.

B2B 84

B2B Technology Technology Customer Experience 84

Kerry Bodine

MARCH 18, 2020

But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. Build customer loyalty that will ensure the long-term viability of your business. Just do the right thing. What other examples have you seen of organizations that leading the way during this time?

Customer Experience 116

Customer Experience Customer Loyalty 116

Customer Bliss

SEPTEMBER 28, 2021

Are there any moments in your business that are a little bit comical? Here’s a fantastic story about totally rethinking what ‘waiting’ for service means. It’s the tale of how one Dentist’s office got rid of the magazines, because they got rid of the wait! There isn’t much I can do to improve that,” he said.

Healthcare 77

Healthcare Hospitality Hospitality Start-ups 77

Intercom, Inc.

AUGUST 19, 2020

So how are Executive Assistants able to find time like magicians who pull fuzzy white bunnies from their black hats? While we’re unable to create time, there is a bit of magic to how we manage the time we’re given. The value of time varies drastically based on how you split it. Not all time is created equal.

Start-ups 260

Start-ups 260

Steven Van Belleghem

JUNE 27, 2022

This change does not just have to do with the evolved attitude of customers. You know I have written quite a lot about the next new blockchain-based internet, which is called Web3 and where data ownership is supposed to come back to the user. If you would have invested in them 10 years ago, your return would be about 2400%.

Customer Loyalty 113

Customer Loyalty Retail CX Technology 113

Zendesk

MARCH 25, 2021

People care if you’re doing the right thing, and they’re seeking out brands that align with their values. The social awakening of 2020 has made people rethink where and how they spend their money. Slogans and social media posts are too easy; consumers want to know what you’re going to do.

Retail 98

Retail Social Media Start-ups CX 98

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem. Decide on the appropriate hub model for your business.

Contact Center 98

Contact Center CX Technology Technology 98

ClearAction

DECEMBER 26, 2022

Effectiveness : How effective was the brand at meeting customer needs? Retention : How likely is the customer to stay with the brand? Ease : How easy was it to work with the brand? Enrichment : How likely is the customer to buy additional products and services? Advocacy : How likely is the customer to recommend the brand?

CX 71

CX Customer Experience VOC Legal 71

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. How to Foster Agent Engagement in a Hybrid Contact Center.

Contact Center 151

Contact Center Start-ups Technology Technology 151

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. To enable them to achieve, and be true to how they were raised. Revamp Your Employee Experience By Rethinking Your Hiring Methods.

Start-ups 124

Start-ups CX Technology Technology 124

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Let me give you an example of leaders are creating competitive advantage. (I The reason?

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

Fonolo

OCTOBER 27, 2020

Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. I was also surprised by how many call centers were unprepared for the move to work from home. Thomas Laird , CEO, Expivia.

Contact Center 147

Contact Center CX Innovation Technology 147

Intercom, Inc.

AUGUST 12, 2020

Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. These new features come in the midst of an epic revolution in the way business is being conducted. Sophisticated reporting for valuable insights.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. That’s when my journey with YETI began.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. The first step is to assess where you are now and then make an action plan. We must rethink how quickly we can get from data to an idea to an initiative to completion.

VOC 83

VOC Omnichannel Customer Journey Map Touchpoint 83

Zendesk

JANUARY 17, 2024

Businesses are rethinking the structure of everything, from their tech stacks to their teams. This is new terrain for all businesses, and understanding the challenges and opportunities—and planning wisely—will pay immense dividends. We’ve identified ten distinct trends to help you navigate the road ahead.

CX 52

CX Artificial Intelligence AI Touchpoint 52

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

Customer Bliss

MARCH 25, 2020

Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. Addressing Employee Welfare Through Your Business Decisions. Next, they now also have a drive-through hamburger business.

Start-ups 73

Start-ups 73

Shep Hyken

JANUARY 10, 2022

I have added my comment about each article and would like to hear what you think too. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. First is the compelling stats and facts around the benefit of repeat business.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Kerry Bodine

DECEMBER 30, 2020

Number 10: How Can You Make The World A Little More Beautiful? Read this post to understand why you need to set lifecycle diagrams aside when journey mapping. Whenever I teach a journey mapping bootcamp, I get the following question: “How often should we update our maps?” What is journey analytics ?

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Intercom, Inc.

NOVEMBER 5, 2020

So it’s no surprise that we’re currently witnessing the fastest transformation in retail in history, as more and more businesses are rethinking the traditional ways of doing things and fully harnessing the potential of ecommerce. So when you divorce the physical store from the act of buying, what’s left?

Retail 206

Retail Entertainment Customer Relationship Technology 206

Zendesk

MAY 9, 2023

From supply chain management to predictive analytics, it has increased speed and efficiency across all areas of the retail business. Shoppers know they have choices, and retailers who aim to keep their business from walking out the door need to put customers at the center. Sounds simple, but it’s trickier to do in practice.

Artificial Intelligence 52

Artificial Intelligence Retail Customer Service Predictive Analytics 52

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Customer Bliss

MARCH 18, 2020

Let trust and respect become translated now into our business lives. We are united in our humanity and in how we respond in this moment. And, we have a moment here to translate what we know is right into how we practice business right now. Here are 3 areas of leadership and humanity to consider for your business now: 1.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

Shep Hyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? The problem I see is this.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. To calculate NPS, you subtract the percentage of detractors (would not recommend) from the promoters (would recommend) percentage. Next steps.

Net Promoter Score 52

Net Promoter Score NPS B2B Customer Satisfaction 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. What did they do?

VOC 121

VOC CEM NPS Business Administration 121

Intercom, Inc.

MAY 25, 2022

Those customer interviews you did 6 months ago that informed the decisions you made for 2022? The projects and the timeframe you set until the next round of funding? But we’re not here to be the bearers of bad news, there’s any number of VC thinkfluencers out there who can do that for you on Twitter.

Start-ups 138

Start-ups Sales Sports Government 138

Totango

SEPTEMBER 1, 2022

Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Why Your QBR SaaS Model Needs an AI Makeover.

Customer Journey Map 100

Customer Journey Map Artificial Intelligence Net Promoter Score AI 100