Meet Anton!

Dapresy

After a year, I transitioned into account management, which meant working on the sales side of the sort of projects that I had been delivering as a project manager, but also working with our “do-it-yourself” customers. The post Meet Anton!

Meet Nikita!

Dapresy

Customer data, sales data, social media data – so much information at our fingertips. The post Meet Nikita! Find out more about the people who bring Dapresy’s products to life… Nikita, can you introduce yourself? Hello!

Positive Psychology Meets Customer Experience

Experience Matters

It was inspirational for us, as it confirmed what we fundamentally believed; positive psychology can be an incredibly valuable tool within the world of customer experience. Infusing Positive Psychology Into Customer Experience. Six laws of customer experience.

Meet Anton!

Dapresy

After a year I transitioned into account management which meant working on the sales side of the sort of projects that I had been delivering as a project manager, but also working with our “do-it-yourself” customers. The post Meet Anton!

The Definitive Guide to Customer Education Metrics

Meet the Betabound Team

Centercode

If the Customer Validation platform is the skeleton, Betabound is the beating heart of Centercode. Every day, members of our 200,000+ tester network are putting their time and energy towards helping our customers build spectacular products.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE Systems

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like.

IoT Meets Field Service Management

Astea

If the customer is expected to pay for a device to be repaired or replaced because it is predicted to fail, how can they be sure of the validity of that prediction? It will become crucial to be able to provide the customer with reliable reporting on the factors that impact the billing.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. AskNicely helps businesses measure and improve customer happiness.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. AskNicely helps businesses measure and improve customer happiness.

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. What questions do your customers have about a company’s products?

Meet Hayley Jean Farr: Gainsight’s VP of Market Development

Gainsight

This time around, let’s meet our VP of Market Development, Hayley Jean Farr , and hear from her in her own words. In my past life, I led Customer Success and Professional Services Operations at athenahealth where I implemented Gainsight in 2018.

Pet Peeve #3 – Being Late for Another Unproductive Meeting

Steve DiGioia

We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! The post Pet Peeve #3 – Being Late for Another Unproductive Meeting appeared first on Steve DiGioia and was written by Steve DiGioia. Pet Peeves meetings

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. To meet.

When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. For example, imagine that a customer would like to pay his electricity bill via the IVR.

5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. For business customers, replacing a service provider is an enormous undertaking.

B2C 121

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

NICE Systems

While each type of interaction can demand a different channel preference, businesses should at least make all of the primary channels available in order to meet us where we are instead of forcing us to communication channels that we aren’t very fond of.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Running an effective meeting isn’t always easy – especially when emotions run high. Luckily, there are ways to handle yourself, your team, and customers to get the. A moaner or complainer can suck the energy right out of the room, leaving everyone drained and distracted.

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. agents to meet required.

How To Run a Successful QBR Meeting

Amity

A QBR is a formal meeting during which CSMs and Customers review and analyze goals, formulate a forward plan , and agree on action items that will drive success aligned with their company goals. QBRs are your best tool to drive customer accountability.

Life’s too short for bad customer service. Meet the new Kayako.

Kayako

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right?

Not meeting your Targets? Here’s why

Beyond Philosophy

This sort of irrational decision making is one of the key topics of my latest book co-authored with Professor Ryan Hamilton of Emory University, The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level. And customers often appreciate it.

When Improv Meets Business

ShepHyken

Customer Experience. The conference was everything about CRM (customer relationship management). While Don’s focus is on the digital business world, this technique works for any type of interaction you have with your customers. The customer won’t know the difference.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

Customer service is the new battleground for business competition. With customer service becoming such a hotly contested area of business differentiation, why […]. Business Communication Customer Experience Technology

5 Ways to Quickly Meet Customer Experience Expectations

Strikedeck

Brian shares five quick tips with real examples to ensure that the Customer Experience never breaks down. Customer Success Customers Onboarding saas value realization

5 service expectations that brands aren't meeting

NewVoiceMedia

They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems. Customer expectation 1: A consistent experience across channels.

How Astea Can Help Meet GDPR Compliance

Astea

We have also taken the additional step of enhancing the Astea Alliance field service management and mobility platform to facilitate our customers’ GDPR compliance efforts. The post How Astea Can Help Meet GDPR Compliance appeared first on Astea.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

Come and meet the AskNicely team at SaaStr!

AskNicely

So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business. The post Come and meet the AskNicely team at SaaStr! The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too!

The Impact of AI on Sales Meetings

Talkdesk

Opentalk18 , Talkdesk’s CX industry event, was filled to the brim with sales and customer experience leaders from nearly every industry. Thousands of attendees joined experts in the sales, service and CX tracks to learn how they can start creating magic moments with their customers. His session, “The Impact of AI on Sales Meetings,” highlights how businesses can transform their sales organizations through conversation analytics.

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. What questions do your customers have about a company’s products?

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? By the end of this webinar, you will know: Which channels of communication customers prefer, and why.

Meet the 2019 Markie Awards Finalists

Smarter CX

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019?