Tag: Customer

Wayfair Names Fiona Tan Global Head of Customer and Supplier Technology

BOSTON–(BUSINESS WIRE)–Wayfair Inc. (NYSE:W), one of the world’s largest online destinations for the home, today named Fiona Tan Global Head of Customer and Supplier Technology. Tan joins Wayfair with more than 25 years of experience leading technology teams at dynamic and fast-growing companies, including six years in executive leadership roles at Walmart overseeing technology and engineering. In her role at Wayfair, Tan will drive the continued growth of Wayfair’s world-class Engineering organization while setting the vision and strategy for the development of systems and technologies that shape customer and supplier experiences.

“We are thrilled to welcome Fiona to Wayfair as she brings with her extensive experience, technical depth and proven ability to scale teams and technology amid considerable growth,” noted Jim Miller, chief technology officer, Wayfair. “We are confident that Fiona is perfectly positioned to take the lead in rapidly scaling the technology and platforms that will further

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Improving the Customer Experience Can Increase Your Bottom Line With This Training

If you’re running an online business, it’s absolutely imperative that you don’t overlook customer experience (CX). According to research, 86 percent of customers will pay more for an improved customer experience. Customers don’t want to go to your website only to find it completely unusable. A streamlined design, functional platform, and support infrastructure that answers people’s questions quickly and reliably are all crucial elements of customer experience. They could also all increase your bottom line.



a cup of coffee and a laptop computer sitting on top of a table


© Entrepreneur Store


If you’re new to CX, Customer Experience 101 can be a lifesaver. In this online training and certification course, you’ll learn how to create the happiest customers in the world. You’ll review basic CX theories and understand how to implement them immediately.

Starting with the fundamentals, you’ll cover what CX is and why it’s so important; how to create and manage effective CX programs; and how to measure each program’s success. Through

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MacDermidConnect Streamlines and Expedites Screen Printers’ Customer Experience With the Launch MacDermidConnect.com a New Online Commerce Site

BELLEVUE, Wash.–(BUSINESS WIRE)–MacDermidConnect is pleased to announce the launch of MacDermidConnect.com an online commerce site designed to make it even easier for customers to purchase Alkemi™ by MacDermid Graphics Solutions screen printing products.

MacDermidConnect.com is the latest application deployment of directibility™, a technology platform developed by Xenon arc. The site leverages Xenon arc’s intimate knowledge of small-to-mid-sized business requirements supplemented by voice of the customer research, deep data analytics, and fundamental understanding of the customer journey to deliver value at each stage of the process.

Fully supported by a dedicated team of screen printing experts at MacDermidConnect, MacDermidConnect.com enhances the experience customers have with the Alkemi™ line of screen printing solutions. The new site provides new and existing Alkemi™ screen printing customers with the ability to shop for screen printing materials, receive live technical support, view order status and order history, track orders, view pricing and availability and

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Incorta Recognized in the 2020 Gartner Peer Insights ‘Voice of the Customer’: Analytics and Business Intelligence Platforms Report

SAN MATEO, Calif.–(BUSINESS WIRE)–Incorta, the Direct Data Platform, today announced that for the first time it has been recognized in the 2020 Gartner Peer Insights ‘Voice of the Customer’ Report for Analytics and Business Intelligence Platforms. Incorta was one of two vendors that received a 94 percent rating in the “Willingness to Recommend” category by customer reviewers who indicated they would refer the product to others.

Here’s what one reviewer had to say: “Amazing, Customer Success oriented company! Incorta takes care of their customers and continues to offer a superior level of customer support after deployment. The growing product adoption in our company is more than we could have ever imagined in such a short period of time. The product itself is easy to learn, admin, and maintain. We are years further along in our Business Intelligence initiative than we could have been with other products in this

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How an Anytime Fitness gym owner is using customer engagement to grow

  • Before the coronavirus pandemic, business was thriving for Hollie DiGiorgio’s Anytime Fitness gym in Florida.
  • Shortly after she moved to a newer, larger facility, DiGiorgio was forced to close for two months due to the public health emergency.
  • Her doors are now open, but business remains far from usual, and DiGiorgio told Business Insider how she’s building it back up.
  • Visit Business Insider’s homepage for more stories.

2020 started strong for Hollie DiGiorgio and her Anytime Fitness gym in Tarpon Springs, Florida.

She had recently moved her business into a new location, doubling its size and boosting its membership by over 40%.

The industry was on track to reach $106 billion, and the Anytime Fitness brand was expanding quickly.

Then in March, everything changed almost overnight.

“It’s very hard to work so hard and then take 20 million steps back with something that’s completely out of your control,” DiGiorgio said.

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Mastercard’s VP of AI talks bots, NLP, and why fintechs need AI for customer service (VB Live)

Presented by DefinedCrowd

Companies like Mastercard are implementing AI strategies that are transforming how customer experience is done. Join this VB Live event for insights on why AI is essential for fintech companies, plus how to implement it, how to make it perfom, and more.

Register here for free.


AI has been around for a long time — it’s only in the last three or four years that people have been paying attention to it in the fintech space, says Dr. Steve Flinter, VP of artificial intelligence and machine learning at Mastercard Labs.

“A huge driver of innovation is that small startups, fintechs, and non-technology corporates are able to get access to this technology that five or 10 years ago would have been locked away in university research labs and the big corporate R&D labs,” Flinter says.

The amount of data now available, and the ability to store and process

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ResellerClub Sustains Customer Engagement during Pandemic with Online Events

ResellerClub’s aim with online events was almost the same as that with in-person ones:

  • Connect with customers during the pandemic
  • Help them upskill, learn and reach out to the brand with their questions, feedback
  • And of course, facilitate mutual knowledge sharing

ResellerClub has conducted 5 self-organised events with many more to go. These include the 5-year run of the web pro summit ‘Ctrl+F5 Online!’ with expert speakers, workshops and even a magic show. ResellerClub also launched a new property called ‘This Month at ResellerClub’, which covers learning on web infrastructure topics, product and platform updates from ResellerClub.

ResellerClub will also be exhibiting at and meeting customers at ‘CloudTalk Online’, a b2b networking event billed as Eurasia’s Largest Virtual Cloud Technologies Meeting. ResellerClub will also be exhibiting at Cloudbazaar Online this December 11th & 12th.

“ResellerClub’s customers are more like a community that’s been on a journey with us for over

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Translating the voice of your customer (VoC) into business intelligence

With customer service and support, figuring out why something happens can be just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.”

When an organization is getting low scores for brand loyalty, receiving negative feedback from customers or even experiencing high turnover among customer support agents, it can be challenging to determine the underlying cause. Even using data analytics can sometimes lead to a dead end.

Using voice of the customer (VoC) analytics, however, can shed light on the hidden motivations behind customer or employee behavior. Understanding how to use speech analytics and VoC to uncover these behaviors and modify business practices for better results isn’t difficult, but many organizations simply don’t know where to start.

Here are a few real-life examples that highlight common struggles contact-center leaders face, as well as suggested ways to use VoC insights gathered through

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Microsoft announces new supply chain and customer service tools

  • Microsoft wants to help businesses keep up with all of the changes wrought by the pandemic, including shifts in customer demand and supply chain, while also helping them address client concerns via all communication methods.
  • The company announced new features for its supply chain management and customer service tools at its Ignite developers’ conference this week.
  • The new features are meant to drive the larger mission of the Dynamics 365 tools, which help organizations use data to make decisions, Alysa Taylor, corporate VP of Microsoft’s Business Applications told Business Insider. 
  • “Capabilities like online commerce, curbside delivery, supply chain automation, remote work all are the type of capabilities that organizations need to build that resiliency and make sure that they can adapt for the future,” Taylor said.
  • Visit Business Insider’s homepage for more stories.

Microsoft wants to help businesses digitize and adapt as the coronavirus pandemic continues to spur digital transformation

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Local businesses struggle to stay open as regulations have limited customer base | Coronavirus

The COVID-19 pandemic is not exactly the best time to turn away business. But Jorge Velasquez, owner of Mayta’s Peruvian Cuisine in the Westview Shopping Center, has had to do so multiple times in recent months.

Currently allowed to operate at only 50 percent capacity, the restaurant is left with only about 20 seats indoors, and 16 outside.

“For us, for a small business, it’s really killing us,” Velasquez said. “It’s a very difficult time.”

The restaurant, like many small businesses, has reopened under new rules and regulations, but is still operating far from normal. With government funding long gone, and the pandemic still going, some businesses haven’t been able to get back on their feet.

On Monday, those businesses took another hit as County Executive Jan Gardner announced the county would not follow Gov. Larry Hogan’s orders of increasing capacity to 75 percent for restaurants and bars. 

Rick Weldon,

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