Tue.Feb 28, 2017

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An Ugly Uber Lesson In Organizational Culture

Experience Matters

In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […].

Culture 148
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How to avoid becoming a victim of ‘Digital Darwinism’

Vonage

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. Why? Many businesses have become victims of what’s known as “digital Darwinism” This phrase describes the phenomenon when technology and society evolve faster than an organisation can adapt. As we know from Charles Darwin’s theory of evolution, the fittest or strongest aren’t the ones that survive.

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Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40

Customer Bliss

About This Episode. I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” That’s not actually customer experience.

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How to Succeed at Your New Job

Beyond Philosophy

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Introducing CustomerGauge 4.0 and the All-New Report Hub

CustomerGauge

Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […].

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Amazing Business Radio: Kyle Christensen

ShepHyken

Kyle Christensen Says Don’t Cut That Cord: How Technology Will Help You Deliver a Better Customer Service Experience. Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology? Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience.

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The Rise of Millenials and the Need for an Omnichannel Call Center

Magellan Solutions

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. They carry an estimated $200 billion in annual buying power, and by 2025, they will comprise 75 percent of the U.S. workforce. What’s more is that they love technology, making it a part of their everyday lives.

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Are CX Professionals Expendable? No Way!

Sampson Lee

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that “Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies to make large investments in CX, only 51% had survived in their role beyond year-2. Of those who described their focus […].

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10 Factors that Negatively Affect your Customer Service Quality

Provide Support

Customer Service Quality. Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. Before I start talking about these factors I’d like to ask, do you know what customer service means?

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)

LiveChat

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. Unfortunately, we can observe many myths that arose around employee engagement over the years.

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Moving Your Call Center to the Cloud After Avaya’s Bankruptcy

Talkdesk

Last month, Avaya filed for Chapter 11 bankruptcy. The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering. For Avaya’s customers, news of the Chapter 11 filing might be just the cataclysm needed to shake up their call center strategy and consider something new.

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Five Signs Rapid Prototyping May Be Right for Your Project

West Monroe

If you’re like most consultants, you walk around spewing buzzwords daily. You know the ones—corporate synergy, big data, low-hanging fruit. They’re the words you use but, if put on the spot, probably couldn’t actually define. “Rapid Prototyping” likely falls into that category: you know it and even use it, but are unsure of how it applies to you or when you could utilize it.

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Driving Agent Motivation: Insights and Learnings from the Customer Response Summit

Stella Connect

Earlier this month, we had the opportunity to host a roundtable session with a cross-section of service leaders at the Customer Response Summit in Las Vegas. The roundtable focused on the hot button topic of front-line team motivation. Motivating front-line teams is a theme that was touched on during a number of presentations at the event, so the roundtable was a great opportunity for us to dive more deeply into the topic with service pros from across a range of industries.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Confirmit ACE Awards - What do past winners say?

Confirmit

If you’re still pondering whether or not to enter the Confirmit ACE awards, it’s time to get off the fence! As well as the benefits we talked about in our last blog , winning an ACE award is something that our past winners have loved sharing! From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers.

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The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland Blog

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

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Weighing the Pros and Cons of Cross-Trained Contact Center Agents

BlueOcean

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the best solution … or is it? Say you’ve been charged with putting together an RFP for contact center services.

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The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland Blog

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Michelli Experience

Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. Along that educational journey, I was exposed to many theorists and various models of human motivation and perception (operant and classical conditioning, needs hierarchies, etc.). One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences.

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Social Media as a Service Channel: Are You Making These 3 Common Mistakes?

Stella Connect

Let’s face it. Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. And the resolution rate is relatively low. But among all your channels, social is the most visible. Your customer interactions there produce a much greater ripple effect than any phone call or email to your contact center.

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Your Playbook for Implementing & Mastering Net Promoter (NPS): SaaS Edition

Promoter.io

At this year’s SaaStr conference (the largest annual SaaS-focused conference of its kind), Net Promoter (NPS) was once again a top over-arching theme throughout the event. In spite of the fact that there wasn’t any one single talk dedicated exclusively to the topic (we’ll be sure there is next year), it came as no surprise […]. The post Your Playbook for Implementing & Mastering Net Promoter (NPS): SaaS Edition appeared first on Promoter.io Blog.

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Where Is Your Customer On Your Calendar?

Wired and Dangerous

We have been noticing how almost anyone in organizations these days can check everyone else’s calendar/ availability. It might be contributing to the meeting mania that seems to be mushrooming; “number of meetings” booked has emerged as the new status symbol. Having a meeting to plan another meeting is now trumped by having a meeting to plan the meeting that is aimed at planning a meeting!

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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All research is political

dscout People Nerds

Trump Diaries Episode 3: Behind the scenes on a sensitive diary study.

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