ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

ChurnZero

JUNE 24, 2022

The webinar’s Q&A session uncovered great tips and insights, including advice on whether SaaS businesses should implement price increases due to inflation, if Customer Success should be considered an OPEX or a COGS, and how much of the total operating budget CS should account for. It’s something to be aware of. I’ll focus on KPIs.

Metrics 52

Metrics Software B2B NPS 52

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

AWS Machine Learning

DECEMBER 6, 2022

This library provides implementations of multiple state-of-the-art text adversarial attacks from the literature and supports a variety of models and datasets. Then we customize the hyperparameters using class TrainingArguments. First, we define a custom model wrapper to wrap the tokenization and model prediction together.

Training 75

Training Examples Analysis How To 75

Qualtrics

SEPTEMBER 23, 2019

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Foundational voice-of-the-customer (VoC) programs focus on “crawling”, and once you start to “walk” that executive/leader engagement is critical.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

NICE inContact

JANUARY 31, 2019

To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Customer Experience – the dictionary defines experience as “the sum of total conscious events”.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

GetFeedback

JULY 1, 2019

Let’s say, for example, a Customer Satisfaction Score (CSAT) survey shows 72% of customers love the new coat your company created, but supporting data shows customers also think it’s overpriced compared to similar coats on the market. That’s the insight that stemmed from the survey results. Get visual.

Survey 218

Survey Report Communication How To 218

Inbenta

AUGUST 3, 2021

The incoming flow of requests entering companies’ customer services can rapidly become overwhelming without a clear process in place. Implementing an intelligent FAQ system powered by technologies such as AI or NLP can boost search results and thus push customer satisfaction to the next level. Frequently asked questions on FAQs.

Software 84

Software Self Service Customer Service Knowledge Base 84

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And what about all these other acronyms customer experience experts toss around?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

SmartKarrot

APRIL 27, 2021

You sit down on your desk and now have to hear complaining customers yelling at the top of their voice, on the other side of the phone, for the next eight hours. Times like these can be super frustrating when you see yourself buried in support tickets and live chats. Is there any way to scale up customer service ?’.

Self Service 10

Self Service Knowledge Base Customer Success Video 10