ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Business customers care about what your brand stands for.

B2B 122

B2B Innovation CX Education 122

Beyond Philosophy

FEBRUARY 25, 2021

He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. You could say that Pine changed my life.

Gaming 78

Gaming Sports Management Consulting Retail 78

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. Today’s guest has been through just that.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

NOVEMBER 17, 2022

In today’s episode, we sat down with Alina to chat about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first. Today’s guest has been bootstrapping for most of her life. It was only a matter of sticking the landing. And that’s exactly what she did. Was that in Romania?

Start-ups 118

Start-ups Gaming Sales Engineering 118

Beyond Philosophy

FEBRUARY 15, 2021

It is exciting that both behavioral scientists are employed in large organizations that value their skills. Modeling is useful in a static environment, she says, but changing people’s behavior necessitates using behavioral science principles. We have the same problem in Customer Experience. I find that encouraging.

Finance 88

Finance Customer Satisfaction Start-ups Customer Experience 88

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Acquisition 62

Customer Acquisition Healthcare Customer Journey Map Start-ups 62

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. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. You will actively manage a group of customers on their journeys from getting implemented onward.

Education 103

Education Sales Start-ups Customer Experience 103

Callminer

OCTOBER 3, 2019

Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Excellent verbal communication skills. Enhanced people skills. Know which skills you find important.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. We started from scratch and we had a six-week turnaround time to take our training.

Sales 223

Sales Start-ups Engineering Finance 223

Customer Bliss

AUGUST 4, 2015

Frequently it is the strongest skill set in the company or the most comfortable to senior executives. Knowing the strength and pull of the power core will: Uncover the hot spots and potholes for driving a customer profitability culture. Frame the scope of work required to influence change.

Pharmaceutical 79

Pharmaceutical CX Hospitality Hospitality 79

Intercom, Inc.

SEPTEMBER 9, 2022

The tech landscape is changing, the business applications are (potentially) game-changing, and, spoiler alert, Fergal very much believes the hype. In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom

JUNE 1, 2023

The world of customer service is rapidly changing, fueled by the transformative power of AI. As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. Short on time?

AI 52

AI Start-ups Technology Technology 52

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Be willing to adapt and change course if things aren’t working out. Accept that you will make mistakes.

Healthcare 140

Healthcare Customer Experience CX 140

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. Just think of how much better and faster they could react to customer wants and needs, and in the language of the customer. The Era Of Search 3.0 The era of Search 3.0 is just around the corner.

CX 62

CX Customer Experience Entertainment Gaming 62

Beyond Philosophy

APRIL 16, 2021

Today I am going to do my part on being some of the change I want to see in the world. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. There is a surprising lack of literature on company politics. Don’t be naïve.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

Customer Bliss

JANUARY 17, 2017

Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. Jason’s First Six Steps. Episode Overview. About Jason.

Customer Experience 0

Customer Experience Government Engineering Education 0

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

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Non-Profits 69

Non-Profits Customer Experience Management Start-ups Gaming 69

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Work to Remove the Inhibitor: Have a specific three month, six month and twelve month plan ready to go when you launch.

Customer Experience 75

Customer Experience Net Promoter Score VOC Start-ups 75

Ameyo Callversations

JULY 4, 2022

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. They are aware that when operational processes are adequately streamlined, it can enhance customer experiences besides boosting their bottom line.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. That became, among other things, a Lean Six Sigma program.

Customer Experience 64

Customer Experience Net Promoter Score B2B Invoicing 64

Zendesk

JUNE 26, 2023

Several studies show that employee engagement increases team productivity, job satisfaction, and profitability—encouraging positive business outcomes. While these results are great for business, it’s often difficult to know how to increase engagement when your staff is uncomfortable speaking up or feels that they don’t have the opportunity to.

Start-ups 52

Start-ups Construction Social Media Actionable Insights 52

Customer Bliss

SEPTEMBER 5, 2017

In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. His expertise is in customer experience management, business transformation and cultural change programs. Damian has always worked in applied settings. About Damian.

Touchpoint 59

Touchpoint Management Consulting Education Customer Experience 59

Customer Service Life

OCTOBER 20, 2017

Let’s first explore some of the problems that have resulted from some of my past initiatives, and then I’ll give you six things to think about when you want to incentivize in the future. At one time wanted our agents to upsell a certain feature to customers on every phone call. Problem #1 – Only the competitive participate.

Contact Center 68

Contact Center Gaming NPS Customer Service 68

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). Focus on your skills. Know what drives value for your customers.

CX 83

CX Social Media Start-ups Management Consulting 83

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Finance 162

Finance Engineering Sales B2C 162

Confirmit

JANUARY 27, 2020

The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. Specifically, Confirmit - as insight industry thought leaders – set up the event to ensure it stays in touch with the latest trends and developments. This is available on Amazon! )

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

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. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Intercom, Inc.

AUGUST 20, 2019

There’s been a lot of discussion around the role of SDRs in modern sales, and what’s changed about the role over the past decade. Buyers now have more information than ever before, inbound and outbound SDRs have to change their approach to capture buyer interest and add value, and the skill set needed to be successful has changed.

Sales 35

Sales Start-ups 35

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. And what a year it has been!

Engineering 118

Engineering Government B2C Start-ups 118

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. Customer experience excellence depends to a great extent on marketing having its act together. In marketing , maturity matters for the same reasons! Spotlighting Specialties.

Customer Experience 54

Customer Experience Sports Predictive Analytics Gaming 54

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 40

Start-ups NPS Finance Technology 40

ProProfs

FEBRUARY 15, 2022

Custom Training & Learning Solutions. Custom eLearning. Customer Success Team. Custom eLearning Development. Custom eLearning Solutions. Another trait of superior eLearning development companies is custom eLearning designs for their clients. Continue reading to find out. Course & Template Library.

Non-Profits 52

Non-Profits Start-ups Innovation Artificial Intelligence 52