Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. After all, the keynote was Geoffrey Moore, the brilliant author of Crossing the Chasm , one of the first business books I ever read.

Social Media 45

Social Media Conference NPS Customer Success 45

Comm100

AUGUST 23, 2018

While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Other businesses still have not only survived, they have thrived amidst these changes. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Contact Center 75

Contact Center Management Effort Score Call Center 75

BirdEye

APRIL 6, 2023

million business ventures are started in the U.S. Starting a business is a great way to fulfill your passions and make a living. However, it requires a leap of faith, careful planning, and prudent decision-making traits to be your own boss. It can define the competitive landscape and identify your target audience.

Insurance 98

Insurance Social Media Transportation Consulting 98

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022.

Software 98

Software Tools Customer Service Self Service 98

Kustomer

FEBRUARY 29, 2024

Gorgias is one of the leading help desk software options available on the market. Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. However, it falls short of providing end-to-end customer service solutions.

e-support 52

e-support Feedback Multi-Channel Self Service 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. There was a mix of good and bad, for loyalty in 2019. An uncertain future.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Kerry Bodine

NOVEMBER 15, 2017

We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. You’ll find them grouped them into four categories: general questions, how to get started, types of journey maps, and our journey mapping process. How was that calculated? That data came from McKinsey.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. What are Customer Data Platforms?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. How can we call that success?

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimizing it – getting the most value from the people that comprise it – cannot be underestimated.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. More importantly, she wants to know how your CX team will improve them.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem. Anna Morrish.

Software 40

Software Customer Experience Company CRM 40

SmartKarrot

MAY 3, 2023

There’s no doubt that video conferencing solutions within businesses have exploded over the years. Despite this popularity, some businesses are taking their meetings online. That’s why in this blog post, we will explore the top six myths about free conference calls. This is understandable.

Conference 10

Conference Video Meeting Transportation 10

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. The middle layer is easy access to all of the models and tools customers need to build and scale generative AI applications with the same security, access control, and other features customers expect from an AWS service.

Training 127

Training e-support Innovation System 127

Currency Alliance

FEBRUARY 10, 2021

This person would not be suffering from cognitive entrenchment and would revisit every opportunity to create more value. Since most loyalty programs still embrace ‘best practices’ from the last century, a huge amount of value is being left on the table. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

As CEO, the time you can dedicate to your loyalty program is probably close to zero. Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The loans are underwritten by the enterprise value – which is a multiple of EBITDA. Nobody granted those loans on a whim.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

AWS Machine Learning

APRIL 13, 2023

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses.

Tools 145

Tools Training Innovation Data 145