CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

InMoment XI

JANUARY 22, 2024

The financial sector is at the forefront of a significant transformation, driven largely by the buzzword of the decade: artificial intelligence. AI’s ability to analyze and interpret vast data sets is redefining how financial institutions interact with their customers, offering more personalized, efficient, and secure services.

Banking 260

Banking Financial Social Media Chatbots 260

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

OCTOBER 12, 2023

They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Omnichannel Contact Center Solutions Benefit #1: Enhanced Customer Engagement Omnichannel contact center solutions empower businesses to engage with customers on their terms. Let’s dive in!

Contact Center 260

Contact Center Omni-Channel Customer Experience Social Media 260

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 493

Voice of Customer Consulting Video Innovation 493

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. Make Surveys Shorter. A LOT Shorter.

Survey 580

Survey Net Promoter Score Customer Service Representative Tips 580

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Engage with Your Audience: Build strong relationships with your audience through active engagement. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

FEBRUARY 1, 2024

Data is gold. Data is truth… but Data is useless if you can’t rely on it. Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. So for starters… What is Spotlight ?

Analysis 260

Analysis Analytics Social Media Loyalty 260

InMoment XI

JANUARY 12, 2024

One of the primary reasons conversation intelligence is crucial lies in its ability to enhance the customer experience. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This step is crucial for analyzing spoken conversations.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. AI has the ability to analyze and interpret these vast, disjointed data sets.

Retail 260

Retail Customer Experience Social Media Chatbots 260

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Win the Customer

JANUARY 6, 2014

We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers. Communication Customer Experience Management engagement'

Customer Engagement 126

Customer Engagement Engagement Data Customer Experience Management 126

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Magellan Solutions

AUGUST 18, 2023

Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. Personalized Customer Interactions and Tailored Recommendations Companies can create individualized customer interactions that improve the entire buying experience. Customers will likely return and recommend you to others.

Sales 98

Sales Tools Marketing Multi-Channel 98

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. This is especially true for multi-location businesses catering to local customers. Table of contents What is AI-driven customer experience?

Customer Experience 114

Customer Experience Self Service Social Media How To 114

Magellan Solutions

AUGUST 11, 2023

Website design and content development are now more creative and customized. AI-driven algorithms that monitor user behavior, preferences, and trends provide intelligent website recommendations and layouts to improve the user experience. It leads to higher user engagement and conversion rates.

Tools 98

Tools User Experience Competitive Advantage Trends 98

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Magellan Solutions

AUGUST 10, 2023

Automated Content Creation AI-driven content creation is a game-changer in social media marketing, generating text and image content based on predefined parameters. Additionally, AI enables personalized content tailored to specific audience segments, maximizing engagement and conversion rates.

Social Media 98

Social Media Tools Chatbots Advertising 98

CSM Magazine

SEPTEMBER 19, 2023

AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. The AI-Driven Transformation in B2B Marketing AI is no longer a futuristic concept; it’s a current-day reality, especially in the domain of B2B marketing.

B2B 100

B2B Marketing Brands Chatbots 100

ECXO

MAY 15, 2023

So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. Focusing on first-party data (i.e., What is MadTech?

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts.

Conference 80

Conference Analytics Connections Tips 80

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. What is customer churn?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

NobelBiz

JANUARY 30, 2024

That being said, call center blockage is one of the critical issues in customer service. Inevitably, call center blockage significantly impacts customer experience. User-Driven Blocklists: Individuals have the option to block numbers directly, which adds another layer of complexity for businesses trying to reach their audience.

Call Center 104

Call Center Telecommunications Contact Center Self Service 104

Gainsight

APRIL 15, 2024

In the realm of customer-centric in-app strategies, the term “onboarding” often surfaces as a pivotal component. However, it’s imperative to discern between two distinct scenarios: New Customer Onboarding and New User Onboarding.

Customer Journeys 52

Customer Journeys Analysis Metrics Feedback 52

Blueshift

FEBRUARY 27, 2024

These awards celebrate marketing excellence in delivering personalized, customer experiences using data and AI. The winners were announced at our Engage conference, held today in San Francisco. With six distinct categories, the Omnies highlight those who have excelled in mastering the art of customer engagement.

Conference 59

Conference Customer Journeys Innovation Customer Engagement 59

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

BirdEye

SEPTEMBER 15, 2023

Sales professionals need insight, reports, and innovative ways to reach potential customers. With Artificial Intelligence, sales teams can change how they approach selling and significantly increase lead generation, lead conversion, and overall customer experience.

Sales 111

Sales Chatbots Trends Report 111

CSM Magazine

APRIL 18, 2024

Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Now, let’s explore how harnessing data in customer support can enhance nonprofit donations.

Data 52

Data CRM Analytics Communication 52

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Empathy-Driven AI Infuse empathy into AI interactions.

Touchpoint 69

Touchpoint Customer Experience Guidelines System 69

CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. The answer is simple: to empower their customers. The result of this partnership is a unified integration that simplifies processes and eliminates data silos.

CRM 52

CRM Data Gamification Wait Times 52

Gainsight

JANUARY 9, 2024

By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. But how do you actually measure that value—the real impact of community on your business?

How To 52

How To Metrics Survey Measurement 52