Education Services Group

DECEMBER 13, 2022

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. According to the 2022 Customer Success Leadership Study , 78.5% During the economic disruption of 2022, businesses are relearning that data is a precious resource.

Customer Success 52

Customer Success Self Service Sports Leadership 52

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention.

Trends 90

Trends Self Service B2B Roadmap 90

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. The 2022 Khoros Kudos Awards are now open until May 27th! We send resources specifically for your products every first Tuesday of the month. Hello Atlas members! You heard right!

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

COPC

MAY 31, 2022

GBS is a resource for executives and managers involved in the strategic planning and development of CX operations. In May 2022, committee members will discuss using COPC Inc.’s In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble.

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. You’ll also be able to grab the full report in early November 2022. How do I take the resources that I have and make the best use of them?

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Think of it as the numbers of layers and levels in an organization.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

AWS Machine Learning

JUNE 20, 2023

Another way is by offering managed ML training and orchestration services such as Amazon SageMaker Studio , which automatically tears down and scales up ML resources when not in use, and provides a host of out-of-the-box tooling that saves cost and resources. Therefore, in our test setup, we measured power draw at that level.

Training 74

Training Fashion Guidelines Roadmap 74

SurveyGizmo

DECEMBER 21, 2022

When you monitor sentiment, you try to measure the tone, context, and feeling from customer actions. The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

West Monroe

NOVEMBER 1, 2022

Most (92%) of companies in West Monroe’s 2022 Be Digital Research said they are effective at putting the customer at the center of everything, but the real question is how this is put into action. In an environment where companies are operating with fewer resources, misalignment with customer priorities risks the air needed to survive.

Resources 52

Resources Effort Score Customer Experience Data 52

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. “Part of the way we’re measuring Diversity, Equity, and Inclusion outcomes is through intention and all that does is serve what I call the ‘language of whiteness.'” Connect with, and learn more about, Esther on her platforms: .

Roadmap 98

Roadmap Culture Policies Connections 98

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). 62% of SMB data will reside in the cloud by the end of 2022.” — Flexera. Product teams can prioritize roadmap fixes and enhancements based on loyal-customer adoption metrics and feedback.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. And value should be measured at each stage of the engagement/adoption funnel. Start the kick-off asking the customer to commit resources and time. Major Takeaways: Your personal brand matters.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

West Monroe

FEBRUARY 23, 2022

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. What is the roadmap? Resourcefulness can be a good thing. Measure the impact. All Rights Reserved.

Leadership 52

Leadership Culture Training Technology 52

Gainsight

JULY 1, 2022

Instead, companies are searching for ways to successfully maximize customer lifetime value by lowering Customer Acquisition Cost (CAC) and improving Net Revenue Retention (NRR)—but do so without drastically increasing spending with high-touch resources. We wanted to discover what solutions they use and how they measure success. .

Roadmap 52

Roadmap Metrics Analytics Strategy 52

Lithium

JUNE 7, 2022

As an official badged Partner for the Content Marketing specialty, marketers will be able to publish and respond to content and easily measure the effectiveness and performance of their TikTok campaigns and activity within the Khoros platform. Khoros Roadmap Webinar Watch On Demand. Check out our TikTok Analytics Tipsheet.

Self Service 10

Self Service Social Media Roadmap Gamification 10

SurveySparrow

DECEMBER 10, 2020

A recent research study conducted by Gartner stated that in 2022 the RPA technology is expected to reach $2.4billion. Large cloud companies like AWS, Google, IBM, Oracle have made significant resource investment to bring hybrid cloud systems to reality. That’s why 5G has become a vital part of the digital transformation roadmap.

Chatbots 52

Chatbots Social Media Survey System 52

ChurnZero

MARCH 31, 2023

As businesses strive to balance finite resources for maximum benefit, leaders are sometimes forced to choose between undesirable options. Delivering customer value is an outsized responsibility Customer Success should be measured in the value they gain. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? That’s where enterprise resource planning software comes in: ERP systems collect and organize key business information and help organizations run lean, efficient operations, even as they expand. What is Enterprise Resource Planning (ERP)?

Resources 52

Resources System Software Financial 52

AWS Machine Learning

NOVEMBER 15, 2023

Since the initial engagement, AWS and Principal continue to work together, sharing business requirements, roadmaps, code, and bug fixes to expand PCA. In business for more than 140 years, we’re helping more than 62 million customers in various countries around the world as of December 31, 2022.

Financial 108

Financial Omni-Channel Groups Analytics 108

Lithium

OCTOBER 4, 2022

Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems. Watch it now on-demand along with resources to help you succeed!! Khoros Innovate On-demand + Roadmap Resource Roundup.

Roadmap 52

Roadmap Travel Hospitality Social Media 52

Andrew Mcfarland

MARCH 10, 2023

An implementation plan, also known as an actionable roadmap or a strategic plan, is a comprehensive project management tool that outlines the steps, resources, and timeline required to achieve a shared objective. What is an implementation plan? To prevent this chaos, a project implementation plan serves as the solution.

Resources 48

Resources Tips Roadmap Tools 48

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%. Brands CEO David Gibbs noted, “2022 was a landmark year for Yum!

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%. Brands CEO David Gibbs noted, “2022 was a landmark year for Yum!

Roadmap 52

Roadmap Customer relationships Brands e-support 52

ECXO

DECEMBER 26, 2023

This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the link. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

NobelBiz

AUGUST 28, 2023

Knowledge Management Systems will agents with access to up-to-date information and resources, ensuring accurate and consistent responses across channels. Measure Holistically: Beyond call resolution times, track NPS, CSAT, and First Contact Resolution (FCR) to gain a comprehensive view of customer satisfaction.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

AWS Machine Learning

SEPTEMBER 28, 2023

The delicate balance of oversupply and undersupply If manufacturers produce too few parts or finished goods, the resulting undersupply can cause them to make tough choices of rationing available resources among their trading partners or business units. They must operate within these constraints, using available resources efficiently.

Retail 90

Retail Data Financial Resources 90

West Monroe

JANUARY 18, 2023

In fact, West Monroe research shows just how much organizational structure impacts business results overall: Our 2022 survey found lower-performing, less digitally enabled organizations are 1.75x more likely to have a hierarchical, inflexible organizational structure. In fact, during a 2022 survey, Source Global Research found 80% of U.S.

Banking 52

Banking Innovation Self Service Government 52

SurveySensum

JULY 12, 2023

It also provides you an opportunity to validate the survey instruments, such as scales, rating systems, or measurement tools. Neglecting Mobile-Friendliness According to a statistics report on “Smartphone Mobile Network Subscription Worldwide” by Statista , in 2022, the number of smartphone users reached 6.6 users by 2028.

Retail 52

Retail Survey Feedback Roadmap 52

SurveySensum

JULY 12, 2023

It also provides you an opportunity to validate the survey instruments, such as scales, rating systems, or measurement tools. Neglecting Mobile-Friendliness According to a statistics report on “Smartphone Mobile Network Subscription Worldwide” by Statista , in 2022, the number of smartphone users reached 6.6 users by 2028.

Retail 52

Retail Survey Feedback Roadmap 52

NobelBiz

MAY 22, 2023

Security Concerns While VoIP providers take measures to secure their networks, VoIP systems are still vulnerable to the same risks as any internet-connected device, including malware, viruses, and hacking. It can involve a significant amount of time, resources, and adjustment.

System 52

System Contact Center Call Center Communication 52

ChurnZero

JANUARY 13, 2023

2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting! Budget tightening will drive vendors to focus on increased scale to drive similar growth rates with the limited resources available to them. Anthony D’Auria , industry principal, Valuize. Swati Garg , founder & CEO, Melo Associates.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98