An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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The role of voice in the future of customer experience – Interview with Gregg Johnson

Speech

Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience. This interview follows on from my recent

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The customer experience breaking point

Breaking point

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio It’s no secret that companies are prioritising the customer experience. In fact, 72 percent of businesses say that improving customer experience is the top priority. And it’s clear that this emphasis is driving digital transformation efforts. Making CX improvements is based on the ability to identify customers’ pain points and implement the right mix of technology and customer service processes to drive

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Customer success needs to be the responsibility of the entire organisation – Interview with Fred Shilmover

Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it. This interview follows on from my recent interview – Ethics, technology and the impact of our decisions on customers and employees – Interview with Cennydd Bowles – and is number 252 in the series

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Getting live chat right is much more than a software sale – Interview with Jamie Edwards of Kayako

service

Today’s interview is with Jamie Edwards, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing differently when it comes to live chat. This interview

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Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov

Don't believe the hype

Today’s interview is with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can’t handle. Mikhail has also just published a book: AI Is My Friend: A Practical Guide for Contact Centers. As

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Thrive through busy times by studying your support history

study history

“In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” – Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” – George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or support, then I believe you should be. I don’t mean the sort of history that involves

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3 Leading B2B Companies Share Their Secrets On How To Create A Personalized Customer Experience

Creating a personalized customer experience is a goal for many, if not all, firms as they strive to compete for, retain and deliver the best customer experience to their customers. But, if you have been to any conferences or have been reading analyst and commentariat articles lately, one would not be wrong in thinking that the way to achieve this was primarily through the use of software, data and analytics. This seems to be particularly true for firms that operate

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How to improve customer experience using employee feedback

feedback

This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer experience. But that’s just one half of the story. What if there was a more powerful source of customer insights, available right at your doorstep: your own employees. Although a single customer can share his/her experience at various touch points during their journey, their insights are only about themselves and not everyone

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