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At SaleMove, we know that the most forward-thinking companies are those led by executives who are always searching for new ideas—and new ways to operationalize them. As our CEO, Daniel Michaeli explains, “Organizations and the people who work in them learn from all manner of teachers and examples.” Here are six Podcasts sure to expand any CTO’s skillset, whatever their reason for listening. 1. If you want to hear from your peers: Modern CTO with Joel Beasley Ever...

If consumers had to give chatbots a performance review, it probably wouldn’t be stellar. This is true for all sorts reasons, but especially so when it comes to delivering first-rate customer service. In the early days, this technology was crude and ineffective, and sometimes even embarrassing for brands. Even today, chatbots can be alienating, especially to Baby Boomers, if adequate time isn’t taken to design and implement them properly. However, it’s difficult to dismiss the cost benefits...

Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing those conversations to take place almost 24/7. At the same time, more and more firms are relying on (or planning to adopt) artificial intelligence—and not just as a first stop on the customer service  journey. In some basic cases, chatbots and other AI tech have the power to resolve an issue start...

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from an overbooked flight. The holiday package destroyed by an inept delivery man. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too. In fact, they’re willing to pay more for it—up to 16% more, according to...

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move...

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. That’s the dream, right? There’s good reason, too. 89% of companies expect to compete on the basis of customer experience in the near future. Customer retention, improved customer satisfaction, increase in revenue...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Luke Williams, head of customer experience at Qualtrics and author of “The Wallet Allocation Rule: Winning the Battle for Share”, which details a breakthrough approach for growing share. When asked to define customer experience, Williams said that when he thinks about CX, it is the sum total of all the interactions that an organization has with its customers, which is...

With the need to stand out amongst the competition to provide a stellar customer experience, agile companies should look to implement Design Thinking. What is Design Thinking? The Interaction Design Foundation defines “Design Thinking” as an “iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding.” In other words… Design Thinking champions the...

From sharing our latest ‘foodie adventures’ on Instagram to keeping track of our friends from college, social media has become an integral part of the millennial generation and beyond. In fact, the average American spends about 135 minutes a day on social media apps alone. Businesses have been taking note for years now, finding new and innovative ways to reach their customer base on various social media applications. The number of businesses using some form of...

We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...