Gainsight

APRIL 12, 2024

From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). But how do you ensure that your customers not only get on board with your product but also leverage it to its full potential?

Customer Success 52

Customer Success Management Effort Score Training 52

Beyond Philosophy

NOVEMBER 14, 2020

Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience. Pine agrees, adding that the shift from physical to digital experiences occurring with the COVID-19 Pandemic has accelerated this fusion of technology and psychology.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Storyminers

MAY 27, 2020

GALILEO is the name of the digital agency my business partner, Jackie Goldstein, and I started in 1992. We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in.

Travel 147

Travel Innovation Video Employee Experience 147

PK

AUGUST 12, 2022

Gitai Ben-Ammi, Principal Digital Strategist at Concentrix, was recently named an Adobe Analytics Champion. The post Catalyst Interview: Adobe Analytics Champion Gitai Ben-Ammi appeared first on Concentrix Catalyst. We talked to Gitai to illustrate why he was chosen for this honor, and how his […].

Analytics 52

Analytics Data 52

AWS Machine Learning

DECEMBER 12, 2023

By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house. Their AI and ML capabilities in digital self-care, via a chatbot, have been helping their customer care team focus on cases that need deeper attention.

Telecommunications 100

Telecommunications Training Chatbots CRM 100

C3Centricity

DECEMBER 1, 2020

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” Now a Fourth Industrial Revolution is building on the Third, the digital revolution that has been occurring since the middle of the last century.

Marketing 177

Marketing Customer Centricity Industry Data 177

CSM Magazine

OCTOBER 24, 2023

Champion: Jo Gilbert-Button, The LEGO Group The ‘Champion’ , one of Calabrio’s most distinguished awards, was given to Jo Gilbert-Button, Global Scheduling Manager at The LEGO Group. For more information visit Calabrio. About Calabrio Calabrio is a trusted ally to leading brands.

Connections 52

Connections Contact Center Analytics Innovation 52

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. In the context of digital transformation, Design Thinking plays a pivotal role.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

Gainsight

SEPTEMBER 29, 2023

Digital = Success for All One recurring theme of Pulse Encore NYC was this: digital touch gives you superpowers. When done right, digital touch can: Scale your CS team’s impact Reach all of your users Elevate the overall customer experience And we’re not the only ones who feel this way. Resiliency. And Pulse Encore NYC.)

ROI 52

ROI Customer Success Strategy Customer Experience 52

Optimove

SEPTEMBER 14, 2023

Related article: Take Your Email Deliverability, UCTR to the Max Segmentation and Relevance, A Cornerstone: In the realm of superior email deliverability , Optimove champions the pivotal role played by segmentation and relevance. They underscore meticulous audience segmentation and customized content creation as essential.

B2C 52

B2C Industry Connections Marketing 52

Gainsight

NOVEMBER 16, 2023

Digital Customer Success Disruptor: SS&C Blue Prism The Digital Customer Success Disruptor is living proof that we are moving into the next era of Customer Success. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

CSM Magazine

MARCH 1, 2024

In today’s digital age, the line between sports betting and casino entertainment is increasingly blurring, creating a vibrant playground for enthusiasts of both realms. The site should also champion responsible gaming practices, providing tools and resources to help players manage their gaming activities in a healthy way.

Entertainment 52

Entertainment Sports Online Experience Video 52

Gainsight

MARCH 15, 2024

Learn more about how to pair Education and Community efforts in our new case study, Front Empowers Customers Through Digital Self-Service for Success. Find Your Community Champions in the C-Suite At HoneyBook, Masters found an unexpected ally in her CFO, Yen Yen Chow.

Self Service 52

Self Service Sports Case Study Resources 52

Blake Morgan

MAY 2, 2023

Bryan Sander, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they’re trying to engage with. When finding advocates to support and champion your cause, Sanders says customers are powerful fuel and inspiration.

ROI 59

ROI Customer Experience Metrics Connections 59

Eptica

JANUARY 24, 2020

Author: Tom Walmsley - Business Development Manager With the continued rise of customer experience programs often championed at the board-level, we see many companies investing heavily in the key battleground of increasing Customer satisfaction and loyalty. Published on: January 24, 2020. 4 Christmas customer service lessons from Santa.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

BlueOcean

OCTOBER 7, 2021

The demographics still play out largely as you’d expect, with the digital native Millennials and Gen Z opting for automation and using self-serve as their primary channel choice. But Gen Xers and Baby Boomers are quickly catching up on the digital frontier of customer experience. of people aged 35-54 and 22.3%

Travel 218

Travel Industry Customer Experience Call Flow 218

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Shameen is an advocate and activist for Diversity, Equity, and Inclusion, and a champion for Women in Tech. Delivering innovation and growth.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

NICE inContact

JANUARY 24, 2018

Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Gainsight

FEBRUARY 28, 2024

She underscores the rising prominence of digital strategies, particularly Digital Customer Success (DCS), as the next frontier. The Visioneer Nisha Baxi, Head of Digital Customer Success at Gong, embodies a vision of inclusivity and empowerment. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Totango

APRIL 4, 2024

So, if your team hasn’t championed bringing the post-sales team in as a part of the ICP discussion, do it now. Katie Yagodnik, Director of Customer Success Operations and Digital Programs, Totango From the sales side, Charlie talked about implementing systems to document the sales cycle thoroughly.

Sales 89

Sales Customer Success Customers Communication 89

Think Customers

JANUARY 4, 2021

Takeaway #1: Champion the champions. No other business has the unique individuals that can champion your brand story, but this is meaningless if you don’t champion your employees. Employees might be in a digital-first world, but there are still plenty of opportunities to create physical connections. Cheers (again)!

Employee Experience 52

Employee Experience Tips Fashion Trends 52

Blake Morgan

MARCH 13, 2023

While other companies are cutting costs, Tricia invests in things that make the experience easier for customers, especially Progressive’s leading digital solutions. Sweet also champions data and technology to provide customers with up-to-date information and the best tools to grow their businesses.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Gainsight

DECEMBER 21, 2022

Digital as Strategy. Digital CS will be core to every company’s playbook. They will start applying digital strategies even to high-touch motions, freeing up time for higher-value activities. Digital CS will often become part of the broader CS strategy and Ops function. Digital Hub. Ops Gets More Important.

Customer Success 52

Customer Success Self Service Customers Training 52

Storyminers

JANUARY 12, 2017

Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO.

Interaction 154

Interaction Travel Video Innovation 154

Beyond Philosophy

OCTOBER 23, 2021

Meanwhile, Lewis Carbone was championing Customer Experience and founding his consultancy and philosophy in ExpereinceEngineering. Perhaps, more importantly, we discuss what Customer Experience needs to be in the future and what Customer Experience champions can do to ensure that it happens. That’s the bad news.

Customer Experience 78

Customer Experience Consulting Conference ROI 78

ShepHyken

FEBRUARY 4, 2020

Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. They must be role models and champions of the CX initiative.

Culture 130

Culture Customer Centricity Employee Engagement Customer Voice 130

CSM Magazine

JANUARY 24, 2024

Through continuous innovation and improvements, Elevated Third ensures that each Drupal project becomes not just a development endeavor but a transformative journey toward unparalleled digital success. Its scalability ensures seamless growth, allowing businesses to evolve their digital presence in tandem with changing requirements.

Innovation 52

Innovation Consulting User Experience System 52

SurveySparrow

JULY 11, 2022

Digital integration. Digital integration is about having the ability to leverage digital platforms and technologies to improve operational efficiency and drive business growth. Digital integration. Digital integration is the ability to use technology to enable business progress and improve HR value.

Culture 52

Culture Survey Policies Employee Engagement 52

Blake Morgan

NOVEMBER 15, 2022

She has championed digital claims and services like Snapshot Rewards to make the customer experience easier and more positive. By investing in digital tools to streamline the experience, Griffith makes it easier for customers to get back on their feet and back to everyday life. .

Customer Centricity 59

Customer Centricity Insurance Metrics Customers 59

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. The digital-savvy guest of today is informed, constantly connected, and values time above all.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

ShepHyken

JULY 1, 2019

Stick to the customer experience fundamentals in a digital world by George Averling. George Averling) I used to be bamboozled by the world of digital. Digital disruption, IOT, AI, big data, sophisticated and mysterious algorithms, bots…and the list goes on. Yet, often these digital changes are just making the basics better.

Customer Journeys 120

Customer Journeys Customer Service Exercises B2C 120

Lithium

JULY 24, 2023

We highly recommend you take a dive into the full report to get all the best insights, but here we’ve provided the top takeaway to help your community thrive in the ever-changing digital landscape. Start by coordinating efforts and identifying team members who can act as champions to get support from middle management and executives.

Report 52

Report Management Trends Leadership 52

Comm100

AUGUST 29, 2021

Experts have long been champions of active listening in customer service interactions, which means focusing on the customer and responding in a way that shows you understand them. Even in the digital space, listening skills are highly related to customer satisfaction and loyalty.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Think Customers

JUNE 8, 2020

Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming. The idea that every action should benefit the customer is one that leaders should champion daily.

Strategy 59

Strategy Customer Centricity Culture Technology 59

SurveySensum

FEBRUARY 13, 2024

Once you truly know your target audience, you can tweak your offerings to craft a digital environment that not only meets but exceeds user expectations. Take a cue from Nike, the champion of using content to create value and context. Startups prioritizing and enhancing UX secure a competitive edge in the digital landscape.

User Experience 52

User Experience Strategy Feedback Social Media 52

West Monroe

JUNE 12, 2023

As an investor, she is particularly committed to championing and extending access to the brilliant entrepreneurs who are typically underrepresented in the world of venture-backed startups. And lastly, what does digital mean to you? Anything that involves bits, that's digital. I always think of the world as atoms or bits.

Leadership 52

Leadership Healthcare Innovation Case Study 52

Gainsight

MARCH 9, 2022

Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. That’s where digital-led customer success steps in. Product Usage.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105