Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. And it will make it easier to build strong relationships and a strong culture of customer centricity. What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Analytics 134

Analytics Tips Culture System 134

CX Accelerator

SEPTEMBER 24, 2019

You have probably come to the role from a place where you are deeply convinced of the benefits of customer centricity and it’s a part of the fabric of who you are. That drive is essential and a part of what will make you so convincing in your role, so draw on it! Most people know what salespeople or customer service representatives do.

Tips 208

Tips Customer Centricity Strategy Social Media 208

UJET

JANUARY 22, 2020

At Meraki , Darcey played a critical role in growing the team and leading the company through the $1.2 Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Customer support. How would you best describe the culture at UJET?

Culture 112

Culture Roadmap Travel Banking 112

SurveySensum

JANUARY 5, 2024

A fitness app team was analyzing its user interactions. Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. This leads to reduced support inquiries and increased customer satisfaction. Let’s dive in!

Knowledge Base 52

Knowledge Base Strategy e-support User Experience 52

CX Accelerator

SEPTEMBER 24, 2019

You have probably come to the role from a place where you are deeply convinced of the benefits of customer centricity and it’s a part of the fabric of who you are. That drive is essential and a part of what will make you so convincing in your role, so draw on it! Most people know what salespeople or customer service representatives do.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Totango

MARCH 1, 2022

Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace. What suggestions do you have for companies that are trying to promote a culture that embraces women in tech?

How To 100

How To Leadership Culture Industry 100

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Many companies experience numerous challenges in the ares of customer experience transformation. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

MAY 17, 2018

In several conversations, I’ve heard how CX teams were shrinking, or getting the wrong kind of attention. They’re building impressive teams of CX pros who can support one another and the rest of the organization. They’re building frameworks to hold leaders accountable for their specific part of the journey.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. When Zendesk launched their messenger app, they did so in large part because they realized the way people behave on messaging and live chat was very different.

Customer Service 92

Customer Service How To Connections Social Media 92

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Analytics 81

Analytics Tips Culture System 81

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. When a company makes a commitment to changing operations that support the customer experience , what are some proven methods for getting the ball rolling and staying on track? . What role does company culture play in creating successful change at an organization? .

Management 40

Management e-support Culture Call Center 40

SurveySparrow

OCTOBER 7, 2023

It’s not just about ticking checkboxes; it’s about fostering a culture that thrives on diversity and champions equity. It’s not just about ticking checkboxes; it’s about fostering a culture that thrives on diversity and champions equity. Intriguing, right? Well, it is not just an alternate reality anymore.

Policies 52

Policies Culture Leadership Innovation 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. Therefore, it becomes critically important for executives to start on the cultural issues immediately to meet their business needs for speed and agility.

Culture 113

Culture Customer Engagement Engagement Innovation 113

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. Base + Bonus. Shortcomings of Base + Bonus Model.

Customer Success 87

Customer Success Tips Management Sales 87

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. Therefore, it becomes critically important for executives to start on the cultural issues immediately to meet their business needs for speed and agility.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. This is part of the transformation in bringing these cloud entities together under one harmonized process and enabling the OneSAP mindset.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

ChurnZero

APRIL 1, 2022

Sharon explains that part of the lie of imposter syndrome is that you can’t admit to it, because what if that negative voice is right? Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? Wait…what???

Customer Success 98

Customer Success How To Customer Journeys Culture 98

One Millimeter Mindset

MARCH 31, 2020

Stories which support one another and the clients we serve. As a result, our common denominator is part of our future story, together. Thus, adapt communication and collaboration style by remaining aware of meeting dynamics. Outcomes which define you, and your team, each day moving forward. Thank you for visiting my blog.

Meeting 86

Meeting Consulting Culture Communication 86

NobelBiz

APRIL 16, 2024

Higher Engagement and Conversion Rates A cohesive omnichannel strategy ensures that customers remain engaged throughout their journey, from initial discovery to post-purchase support. Not all businesses have the ability or the resources to effectively engage customers across multiple channels.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

ProProfs Chat

APRIL 2, 2020

Happy to share that we at ProProfs kicked off our continuity plans well in time and are glad to share how we cracked the code and are able to keep the ball rolling while still keeping our teams safe and motivated. Besides, it helps our teams with efficient time management. Project Management & Collaboration. Google Docs.

Tools 100

Tools Video e-support Knowledge Base 100

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. And of course…a goal-drive, team player with an eye for customer service and experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one!

Customer Journeys 140

Customer Journeys Call Center Training Groups 140

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Bri Adams , Customer Success Team Lead, ChurnZero.

Customer Success 59

Customer Success Company Management Roadmap 59

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Diane has an interesting background for a CCO — she actually began as a technical writer. About Diane.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

ProProfs Chat

AUGUST 6, 2021

Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you. Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

Up Your Service

FEBRUARY 26, 2020

For some, these words represent a true transformation of organization and culture. To build a “customer-obsessed” culture we need people to think and act differently. Customer centricity demands people who can think creatively, imagine broadly, and collaborate easily, outside traditionally defined jobs and expectations.

Culture 98

Culture Customer Centricity Guidelines Customers 98

Retently

FEBRUARY 9, 2024

To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Forcivity Salesforce

AUGUST 10, 2021

Types of Real Time Communication Video Conferencing Video conferencing is a real-time communication that enables teams to host online meetings using devices such as laptops or phones. Companies can use tools such as Microsoft Teams, Zoom, and Skype for video conferencing.

Communication 52

Communication How To Video Conference 52

SurveySensum

FEBRUARY 23, 2024

With a robust employee feedback tool and real-time feedback at your fingertips, you can identify issues before they escalate, recognize trends before they become patterns, and foster a culture of continuous improvement. Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated.

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

SurveySparrow

MARCH 13, 2023

In this blog, we will: Define 360 performance reviews Explore the benefits of this review method Discover the process of implementing a 360 review system Explore the pros and cons of 360 reviews Find out if your organization is ready for a 360 review process Understand the typical mistakes companies make in 360 reviews, and how to fix them.

Feedback 52

Feedback Survey System Culture 52

Integrity Solutions

JUNE 14, 2021

But some simple and very effective sales coaching techniques- when applied consistently and with sincerity and skill- can greatly raise the game of individuals and your entire sales team. This is why it’s critical for managers to hone their sales coaching techniques and expand their beliefs and expectations of their team members.

Sales 107

Sales Culture Management Sports 107

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Optimove

JANUARY 16, 2024

It’s both an honor and a privilege to share with you the significant achievements of the past year while expressing our deepest gratitude for your steadfast support. To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52