1 to 1

FEBRUARY 1, 2024

Ninety-nine percent of companies I work with celebrate the people that win… the best-in-class recognize people before tests are ever run,” Hoyne said to the audience of customer executives. You want to recognize people for the ambitious, audacious ideas backed by data and have alignment in your organization that will transform its path.”

AI 26

AI Artificial Intelligence Innovation CX 26

Fonolo

JANUARY 22, 2020

Customer Experience Strategies Summit, Toronto. Elevate CX, Denver. They kick off the new decade with a selection of aspirational speakers, including the First Female NFL Official Sarah Thomas. CX Talks, Dallas. SWPP Annual Conference, Nashville. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft.

Customer Service 129

Customer Service Contact Center CX Education 129

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Here is the link. Here is the link. Here are the book links.

CX 52

CX Social Media Sports Customer Service 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. The Super-Heroes of Customer Experience are here! LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

SEPTEMBER 21, 2023

But while our tools may evolve and our strategies morph, the core idea doesn’t really change: providing great service to customers. But today, we’re delving into one book in particular, On Great Service: A Framework for Action , where Len draws on years of field research in service quality to share his approach to elevating customer service.

AI 52

AI Healthcare Technology Technology 52

Intercom

NOVEMBER 30, 2023

But while computing technology has evolved tremendously in the past few decades, we can’t say the same about phones, or at least about the way we use them in business. Just like that, no more waiting on hold, no more pesky elevator music, no moving through all these different channels and tools. That’s why we created Intercom Phone.

Start-ups 98

Start-ups Technology Technology Gaming 98

SurveySensum

FEBRUARY 23, 2020

We all know that great customer experience (CX) can take our business to new heights, get people talking about our company, and set up our business for financial success. Not having an omnichannel feedback strategy. More than a decade ago, there was only one way to reach a business – by phone, not anymore.

Customer Experience 52

Customer Experience Omnichannel Customer Feedback Actionable Insights 52

Hodusoft

MAY 24, 2023

As per a Nuance study, almost two-thirds of customers prefer self-service over speaking to a company representative. The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. The rapid digital transformation will revolutionize every possible industry.

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

ClearAction

JANUARY 6, 2021

The 2020s decade is clobbering us over the head with the urgent realization of these essentials. Smoother digitalization involves the IT function plus business process owners across your company. Clearly, the above list of 2021 mandates is the responsibility of everyone in your company’s ecosystem, no exceptions.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Hodusoft

JANUARY 17, 2024

Due to this, contemporary customer-facing businesses, particularly contact centers, need to ensure that they have the right omnichannel strategies in place to cater to their customers’ needs and expectations. It’s the acronym for Unified Communications as a Service. After that, came the traditional private branch exchange (PBX) system.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Zendesk

FEBRUARY 17, 2022

By creating the right lead magnet, companies can bring in more high-quality leads and convert them into paying customers. To gain access to the lead magnet, a consumer must provide their name, email address, and/or company information. This is why lead magnets are a critical component of any customer acquisition strategy.

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Intercom

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. The art of keeping customers.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Intercom

MARCH 23, 2023

Companies aren’t just in the business of creating experiences; they’re in the business of shaping memories. In fact, companies that excel in CX have a three-to-one margin in shareholder return compared to others. In today’s highly competitive market, meeting customer expectations is no longer enough to stand out from the crowd.

CX 59

CX Customer Experience Retail Start-ups 59

Intercom

JUNE 2, 2022

Elizabeth currently leads Strategy and Research and Development for Service & Hospitality at Chick-fil-A and has been a professional speaker for over a decade. So, I’ve been sitting in the business strategy space and research and development, concept testing futuristic elements that might eventually be in restaurants.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Intercom, Inc.

DECEMBER 21, 2021

Productboard founder and CEO Hubert Palan on mastering product strategy. Far too many businesses rely on early-on hunches to inform their product strategies. Although we don’t care much for dwelling in the past – as Des Traynor likes to say, Intercom doesn’t need an archeologist – this was, naturally, a year of reflection.

Engineering 118

Engineering Government B2C Start-ups 118

Intercom, Inc.

APRIL 1, 2021

Janeen is the Chief Operating Officer at the Wikimedia Foundation, the organization behind Wikipedia and its sister products. At Wikipedia, she’s also trying to right the scales, focusing on creating a diverse and inclusive community that better represents the full diversity of the world and its knowledge. Off the beaten track.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Steven Van Belleghem

NOVEMBER 26, 2018

In 2018, we started to see how prediction (AI-based) can become part of the toolkit of all companies. One example I particularly like comes from the Finnish elevator manufacturer Kone, and their pioneering work in the field of Predictive Maintenance. #1 The Arrival of the Retail Ecosystem: Tencent, Carrefour, and others.

E-commerce 52

E-commerce Customer Experience Retail Entertainment 52

Comm100

FEBRUARY 23, 2021

Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. According to Mckinsey , in the last 12 months we have covered a “decade in days” in the adoption of digital. Be available online — in more ways than one. Everyone texts.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Intercom, Inc.

FEBRUARY 15, 2018

Erika Hall, co-founder and director of strategy at Mule Design Studio and author, believes conversation is the answer. Adam: What was the elevator pitch for the book when you came to your publishers? Erika: It all started a decade ago when I gave a talk at the Future of Web Apps conference in London about copy in the interface.

Start-ups 198

Start-ups Net Promoter Score Education Pharmaceutical 198

Beyond Philosophy

OCTOBER 18, 2018

Now, some of you probably think you wouldn’t do that in the elevator, and you could be right. Movie marketing companies use social proof to help undecided movie-goers who are unfamiliar with the film decide whether to risk their time and money on the experience. Who hasn’t heard that one before? Everybody else is doing it.

Start-ups 40

Start-ups Customer Experience 40

Qualtrics

JANUARY 22, 2019

In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more. The company is 168 years old. I wanted a role that was core to what we do at Amex.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33

Qualtrics

NOVEMBER 21, 2019

Technologies like augmented and virtual reality will be important in elevating customer experiences and improving decision-making. Over the past decade, we’ve seen incredible growth in the robustness of our practice, the complexity of data understanding, and a matching growth in expertise. Augmented reality will be at the heart of XM.

Customer Experience 38

Customer Experience Healthcare Contact Center CX 38