Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. Top 10 Blog Posts from 2019 . That’s 2019 for you. .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySparrow

MARCH 5, 2024

In this blog post, we will learn more about executive dashboards and how different industries use them for industry-specific dashboard solutions. This simplified data enables C-level executives and other decision-makers to focus on Key Performance Indicators (KPIs) that are vital for business growth. Patients are not customers.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journeys Customer Success 89

NICE inContact

JANUARY 4, 2019

With CXone’s flexibility, the company can also customize its services for clients—by branding CXone chat, for example—and with CXone Recording, can easily provide clients with call transcripts. Superior has found that work-from-home agents are among its best performers and tend to top the company’s retention rates.

Contact Center 120

Contact Center Meeting Resources Report 120

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .

Resources 52

Resources Handbook eBook Government 52

Magellan Solutions

AUGUST 23, 2023

Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization. AI gives marketers the ability to: Process vast amounts of data quickly Extract valuable insights Uncover hidden patterns Businesses can understand their target market using AI-driven customer profiles and sentiment analysis.

Tools 98

Tools Marketing Social Media Advertising 98

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. This is where CSAT surveys come into use.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

Feedbackly

JANUARY 27, 2023

Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness!

Customer Experience 98

Customer Experience Effort Score Net Promoter Score NPS 98

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Return on Investment 73

Return on Investment Competitive Advantage ROI Effort Score 73

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. If it takes too long, customers become frustrated.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

2020 Research

APRIL 17, 2023

Now, you’re eager to expand your reach among your customers and stay ahead of the curve with the latest trends. Brand monitoring also provides valuable insight into customer satisfaction levels, which helps companies improve their products or services as their customers’ needs and wants shift. Chat with our experts today!

Brands 89

Brands Comparison Consulting ROI 89

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Consistent experience at every touch point. Because our customers are no longer waiting on hold.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Consistent experience at every touch point. Because our customers are no longer waiting on hold.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). You can ask : what was my top-performing campaign?

Data 59

Data Marketing Comparison Analysis 59

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . If you can get the customer experience right, you’ll drive more revenue and grow your business.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures. Let’s take a look at four important factors. . 4 Factors to Consider in Your CS Compensation Plan. Expansions & Upsells.

Net Promoter Score 84

Net Promoter Score NPS Sports Customer Success 84

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. Set Expectations with Customers.

Customer Success 74

Customer Success Culture eBook Social Media 74

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. So without further ado, let’s check out May’s top posts! Have a H.E.A.R.T.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

NICE inContact

FEBRUARY 28, 2018

We are now entering an experience economy. Customer experience is now becoming the new tool to compete in this experience economy. Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action.

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CSM compensation structures. In order to drive the business outcomes you want, it’s important to properly incentivize the right behaviors for your team.

Net Promoter Score 74

Net Promoter Score NPS Sports Customer Success 74

Optimove

JANUARY 23, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Tip #1 – Optimize for mobile Mobile commerce makes up the majority of online purchases globally, contributing to 59% of e-commerce sales in 2022 and expected to reach 62% in 2027, as RetailWire reported.

Tips 59

Tips eBook User Experience Engagement 59

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score Effort Score NPS 63

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52