Lithium

JUNE 17, 2019

I promised you in my second entry that I'd talk about THWACK's customizations. We have 355 spaces, 186 groups, 1862 defined system properties, and 23 custom plugins. Unique customized widgets. Integration with live chat services for our webcasts and live events. Has he made new friends? Does he think about me often?

Gamification 40

Gamification Groups Examples System 40

Verint

MARCH 6, 2018

March 8; Online Webcast. Keeping Customer Promises: Time for the Back Office to Come to the Forefront Webinar. March 14; Online Webcast with Ovum. ET webinar focused on the vital role back-office operations play in the customer experience equation. Customer Response Summit. March 14; Charleston, SC.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. It short-changes marketing’s impact.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Strativity

JANUARY 15, 2015

empowers customer-facing managers in all industries with immediately actionable tools, templates and strategies. is specifically aimed at industries looking to transform culture by empowering those on the front lines of customer experience. Optimize time in front of customers. Monthly webcasts. B e.Lead.Do! Be.Lead.Do!

Leadership 52

Leadership Tools Management Culture 52

Verint

APRIL 11, 2018

Join April 12 Webcast to Explore Key Findings and Takeaways from This Research. The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes. Click here to register for the live webcast on April 12, 2018 at 10:00 a.m. ET / 15:00 BST / 16:00 CEST.

Consumers 23

Consumers Study Banking Customer Engagement 23

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

ChurnZero

JUNE 21, 2019

Companies work hard to attract and win their customers. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer.

Company 73

Company How To Measurement Customer Success 73

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region.

Customer Success 19

Customer Success Training ROI Metrics 19

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You can now view the webinar on-demand here.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

Strativity

AUGUST 19, 2014

AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty. Register Here. Who should attend?

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success How To e-support eBook 49

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

C Space

MAY 7, 2020

Ultimate’s Perception survey solution now includes a new crisis check-in pulse survey, available at no additional cost to customers. We remain committed to our customers and our people, and we are confident Ultimate and UltiPro will continue to support organizations worldwide, and help them put people first—every day.”

Brands 52

Brands e-support Fashion Healthcare 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

ClearAction

FEBRUARY 27, 2016

As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Customer Retention Begins with Trust.

Marketing 48

Marketing Metrics Connections Customer Retention 48

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Disney’s enduring success is rooted in its emphasis on employee development—the transformation of new hires into brand enthusiasts who internalize the organization’s values, relish their roles, and deliver an experience like no other.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ChurnZero

JULY 26, 2019

Moving away from Customer Support and into Customer Success often brings up a number of different questions. How is Customer Support different than Customer Success? How do your Customer Success Manager’s prioritize their day? How to prep for internal and customer meetings quickly.

Customer Success 61

Customer Success Management Meeting Course 61

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future. I was at Q4 Inc.

Customer Success 71

Customer Success Metrics Customers Feedback 71

ChurnZero

SEPTEMBER 28, 2018

Earlier this week we hosted a well-attended webinar on – Customer Education: The Secret to Scale in Customer Success. . In this webinar we learned how to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing Support costs through Customer Education. .

Customer Success 40

Customer Success Training Customers e-support 40

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ChurnZero

JULY 28, 2020

With the explosion of subscription-based businesses, customers and consumers alike are becoming increasingly sophisticated buyers. Robbie shares how subscription pricing is just the beginning of building “forever transactions” with every subscriber and what you can do as customer success professionals to maximize lifetime value.

Self Service 75

Self Service Banking Customers Metrics 75

Qualtrics

JULY 7, 2020

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal.” How are you keeping a pulse on customers during this time? “As How are you collecting that feedback?

Customer Experience 26

Customer Experience Survey Customers Feedback 26

Strativity

FEBRUARY 10, 2015

releases the results of a recent CX Pulse survey measuring the relationship between organizations and their customers. Despite the plethora of “We Love Our Customers” mugs and t-shirts, only 14% of relationships between customers and organizations are “True Love,” according to a recent CX Pulse survey released by Strativity Group Inc.

Customer relationships 40

Customer relationships Study Groups Survey 40

Strativity

FEBRUARY 18, 2015

New offering combining service and technology to enable clients to develop a customer journey and manage all improvements for $28,000. Customer journey map. 4 webcasts exclusive to Exceptional Journey members. 4 webcasts exclusive to Exceptional Journey members. We measure success by a single word: Execution.

Customer Journeys 40

Customer Journeys Groups Tools Management 40

Qualtrics

JULY 2, 2020

The marketing departments of today, and I would say equally on the sales side, uses a fundamentally outdated model relative to the current marketplace, in order to drive success for its business. How should we be thinking about using digital transformation and strategy to increase sales and penetration with customers?

B2B 26

B2B Omni-Channel Brands Sales 26

Qualtrics

JUNE 30, 2020

We felt very strongly about that — the world is changing around us rapidly, but our customers still wanted to connect. We need to be thoughtful about how we do it… we're trying to think through what's the right cadence to be building an experience to engage our customers and our partners.”. We realized people needed this moment.

Course 26

Course Conference Video Analytics 26