Wed.Jan 12, 2022

The Big Fail: Why Are You Not Listening to the ‘Voice of Your Product’?

Beyond Philosophy

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).”

Intouch and you in 2022


The new year brings new opportunities. Despite all the curveballs 2021 threw at us and our partners, we’ve continued to have a discernible impact working with amazing brands across North America and are excited to continue to grow in 2022. We always kick off the new year with some kind of reflection on the past one, but this time we felt it would be helpful to consider the past two years given that similar challenges have overlapped.

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November 2022


The post November 2022 appeared first on Uniphore. Comics


9 Guiding Principles for Doing Startup Customer Service Well

Help Scout

Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers. Read the full article

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AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns


Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span.

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Designing Your Customer Success Executive Sponsor Program


Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions.

4 Signs Your Contact Center is Ready for Digital Transformation

Upstream Works

The demands facing contact center systems are getting more complex and more varied than ever before.

Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.

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The Omnichannel Experience – What the Heck Does That Mean??

Shep Hyken

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

CEO’s Guide to Growth Through Ease of Business & Ease of Work


CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series.

Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

Jan 12 – Customer Success Jobs


Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care.

The 11 Best Freshdesk Alternatives to Consider in 2022

Help Scout

Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you decide which tool is right for you. Read the full article

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100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The Big Fail: Why Are You Not Listening to the Voice of Your Product?

Beyond Philosophy

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word?

Encouraging Support Teams To Write Help Docs

Help Scout

This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so. Read the full article

How to drive product-led growth in enterprise software

West Monroe

Enterprise software is rapidly moving away from the traditional sales-led growth model. It’s being replaced by product-led growth, where the primary mechanism to acquire, activate, and retain customers is largely embedded into the product’s function.

Best Casinos to Play in United Kingdom

CSM Magazine

The online casino system has provided a huge source of entertainment to all game lovers around the globe. It is a huge opportunity to play games and maybe win some money by just sitting in your room.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Alchemer Raises Commitment to Security and Privacy, Completes SOC 2® Type 2 Examination


Global leader in survey, customer experience, and VoC technology completes rigorous audit demonstrating commitment to security, privacy, and regulatory compliance.

The FCC’s Reassigned Numbers Database: A Good but Limited First Step

CSM Magazine

Savvy customer service managers know the substantial compliance risk created by any communication that goes to the wrong recipient under the Telephone Consumer Protection Act. Robert McKay, SVP of Risk Solutions for Neustar , looks at the recently rolled out Reassigned Numbers Database (RND).

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7 Best Practices for Screener Writing

2020 Research

7 Best Practices for Screener Writing. Download Our Latest Guide. Finding the right respondents is crucial to any research engagement but compiling the most representative global sample requires that your recruitment efforts are comprehensive.

How Service Still Beats Price In Certain Industries

CSM Magazine

The way we shop for products and services has changed drastically over the past few years. Whereas in the past, customers had a limited range when searching for deals, online shopping makes price comparisons incredibly easy. This has led to many companies approaching pricing as a race to the bottom.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

6 Customer Service Training Ideas for Improving Agent Engagement

Stella Connect

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement.

068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis.

How to bring empathy to your customer experience strategy

Natalie Petouhof

Original Article Published on by Kim Davis. You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”.

10 Best Poll Everywhere Alternatives (with Free Trials + Pricing)


Looking for Poll Everywhere alternatives? . In this article, we’re covering ten of the top Poll Everywhere competitors to help you zero in on the audience response software that best fits your needs. . Ten Top Poll Everywhere Alternatives & Competitors . SurveySparrow. Typeform. Quizizz.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.