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Adrian Swinscoe
JUNE 24, 2022
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]. The post Building a robust digital customer experience strategy in 3 steps first appeared on Adrian Swinsco
Inside Customer Service
JUNE 23, 2022
My first customer service interaction didn't end well. I was sixteen and had been on the job for 15 minutes. An irritated customer approached and I said the wrong thing. He stormed out of the store. It was a terrible feeling to see a customer literally walk out the door.
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Zonka Feedback
JUNE 23, 2022
If your employees punch in at 9 and count every single second till 5 – you’ve failed the mammoth task of keeping your employees satisfied. Employee satisfaction is an intangible yet most powerful force that facilitates successful and productive workplaces.
Shep Hyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.
Adrian Swinscoe
JUNE 20, 2022
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]. The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
JUNE 23, 2022
Conventional wisdom holds that a great employee experience promotes a great customer experience.
Totango
JUNE 24, 2022
Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.
CSAT.AI
JUNE 21, 2022
Updated June 2022 (Originally posted October 2018) Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and ‘LOL’ doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access.
Inside Intercom
JUNE 22, 2022
Today, we’re excited to launch Intercom SMS – increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere. For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer.
Speaker: Emily Tate, Managing Director at Mind the Product
In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.
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SupportYourApp
JUNE 23, 2022
When you need to answer a customer’s question and know your product well enough, your
Customer Think
JUNE 22, 2022
Latest Series C funding was led by Delta-v Capital and Battery Ventures to further scale its machine learning-based insights for digital experiences.
CX Network
JUNE 19, 2022
Discover how to use enhance digital customer experience effectively to humanise digital touchpoints
Beyond Philosophy
JUNE 23, 2022
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven.
Speaker: Nickey Skarstad, Director of Product at Duolingo
Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.
RateMyService
JUNE 24, 2022
Our new chart helps you visualise which drivers contribute to competitor differentiation, which drivers are eroding experience and which drivers are emerging as experience pain points. Use the drop-down on the right to access the scatterplot chart. This chart plots experience drivers on a 2 x 2 grid.
Customer Think
JUNE 18, 2022
Sales prospecting is the art of finding and engaging new leads for your business. Back in the day of traditional sales, this was done by cold calling and knocking on doors. The digital age, the boom of social media, and marketing automation have completely revolutionized sales prospecting strategies.
The Squawk Point
JUNE 21, 2022
Unhelpful Statements. One of Peter Drucker’s maxims was “if you can’t measure it, you can’t manage it” I have lots of sympathy for the statement.
Beyond Philosophy
JUNE 18, 2022
Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture
Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.
Shep Hyken
JUNE 21, 2022
The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA).
Steven Van Belleghem
JUNE 19, 2022
A heavy devaluation of NFTs. I’m sure you remember that former CEO of Twitter Jack Dorsey sold his first tweet about a year ago as an NFT and that Malaysia-based entrepreneur Sina Estavi bought it for no less than 2.9 million dollars.
Customer Think
JUNE 20, 2022
The eCommerce industry has been booming over the past few years. In 2021, retail eCommerce sales amounted to over $4.9 trillion globally. This number is expected to grow by another $2 trillion by 2025.
The Customer Service Blog
JUNE 23, 2022
I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now spiralling price inflation.
Speaker: Liz Love, Chief Commercial Officer at ProdPad
Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.
Comm100
JUNE 23, 2022
Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.
Inside Intercom
JUNE 22, 2022
Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers.
ClientSuccess
JUNE 22, 2022
As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two.
Lightico
JUNE 22, 2022
eSignatures can be just as safe or even more than pen-and-paper signatures. The legal and technical framework for adopting eSignatures in the UK has been in place for a while. But hesitance and uncertainty has kept them from being widely embraced.
Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo
Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.
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