Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Katy Filley, Senior Customer Success Manager (CSM) at FloQast , is a great example of this new breed of Customer Success pro. She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

Examples 260

Examples Brands Strategy How To 260

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

Banking 178

Banking Advertising ROI B2B 178

IntouchInsight

MARCH 26, 2024

We're excited to announce a significant enhancement to our reporting capabilities based on valuable customer feedback. Over the past few months, our team has been hard at work delivering a highly-requested feature: the ability for organizations to create and utilize custom reporting periods.

Report 156

Report Analytics Feedback Customers 156

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

ShepHyken

MARCH 26, 2024

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of

Entertainment 84

Entertainment Sports Customer Service Training Training 84

Brandwatch CX

MARCH 26, 2024

LinkedIn Page Messaging allows direct contact with your audience. Discover the benefits and best practices for leveraging this feature.

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Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. As the industry continues to evolve, events like Connect play a crucial role in equipping marketers with the knowledge and tools needed to navigate and thrive Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry specia

Connections 64

Connections CRM Conference Touchpoint 64

Brandwatch CX

MARCH 26, 2024

LinkedIn Page Messaging allows direct contact with your audience. Discover the benefits and best practices for leveraging this feature.

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Customer Enthusiast

MARCH 26, 2024

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE).

Return on Investment 62

Return on Investment ROI Conference Measurement 62

Forrester's Customer Insights

MARCH 26, 2024

I take a lot of inquiry questions from Forrester’s security and risk clients about security operations (SecOps). A common question I get is, “What core metrics does SecOps need to track?

Metrics 65

Metrics Measurement Data Trends 65

Circular Edge

MARCH 26, 2024

Join CE at PackerLand Users Group Thursday, April 18 | Oshkosh WI JD Edwards users are invited to join us for the April 2024 PLUG meeting in Oshkosh, Wisconsin for a day of networking, educational sessions and more. Featured CE Breakout Session: Be a Superhero of Your Organization In today’s rapidly changing business landscape, staying ahead means not just keeping pace, but being at the forefront of innovation.

Groups 52

Groups Case Study User Experience Study 52

CSM Magazine

MARCH 26, 2024

For developers embedded in the technical details of software creation, it’s easy to overlook the end user’s perspective. But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

Customer Experience 52

Customer Experience Guidelines Analytics Software 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom? That’s when the best BPO companies come to the rescue!

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

CSM Magazine

MARCH 26, 2024

In any industry where competition between organizations try to be on top, there’s no shortage of people trying to have the upper hand, and the fintech space is no different. While things such as creating a better user experience and cutting transaction costs are valid ways of going about it, it is great to consider using white-label fintech platform software solutions.

Software 52

Software Industry Banking Sales 52

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. Let’s explore how contact centers shape brand identity and why they’re essential for nurturing positive customer relationships. 1.

Contact Center 52

Contact Center Brands Social Media Call Center 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Kapta Customer Success

MARCH 26, 2024

Client relationship management is an essential skill for account managers. Deepen client connections by setting mutually beneficial expectations.

Connections 59

Connections Management CRM Customer Engagement 59

Forrester's Customer Insights

MARCH 26, 2024

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

Technology 61

Technology Marketing Touchpoint Consumers 61

dscout People Nerds

MARCH 26, 2024

Designers are running quality research and advocating for research. It’s long overdue for us to fully recognize and support their work.

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Forrester's Customer Insights

MARCH 26, 2024

Glassdoor sparked public ire after it covertly added users’ real names, jobs, and job titles to their previously anonymous profiles. While Glassdoor tried to reassure users that the move isn’t a big deal and that their reviews will remain anonymous, users are understandably unsettled by the company unmasking their identities.

Data 52

Data Customers Company Marketing 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

SmartKarrot

MARCH 26, 2024

As someone deeply entrenched in the realm of customer success , I’ve encountered numerous instances where failure seemed imminent. Yet, these moments of crisis became opportunities for transformation and growth. Embracing chaos, actively listening, and fostering alignment among stakeholders have been pivotal in turning the tide. But how do we navigate these turbulent waters and emerge stronger?

Customer Success 10

Customer Success Customer Journeys Customer Centricity Roadmap 10

Forrester's Customer Insights

MARCH 26, 2024

If you want to attend Cisco Live, you have three options: 1) Amsterdam in February; 2) Las Vegas in June; or 3) Melbourne in December.

Innovation 50

Innovation Travel Trends Technology 50

Retently

MARCH 26, 2024

In search of Qualtrics alternatives? Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. Expect straightforward comparisons and key insights to help you make an informed choice. Key Takeaways: The right tool is the one that aligns seamlessly with your objectives.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 52

Loyalty Programs Loyalty Strategy B2C 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! And if that’s true then how can you stop it from happening? Well, the answer lies in gathering, analyzing, and taking action on customer feedback. By actively gathering and listening to the voices of your customers, you can gain a deeper understanding of your target audience, enhance product or service offerings

Tools 52

Tools Survey Feedback e-support 52

Forrester's Customer Insights

MARCH 26, 2024

Guess what? I’m kicking off research on a new technology market! Our Digital Customer Interaction Solutions Landscape, Q1 2024 report is now live, and a Forrester Wave™ evaluation will be publishing in June. The newly published Landscape lists the 26 most notable vendors in this market and the 9 use cases they are focusing on.

Interaction 31

Interaction Report Customers Technology 31

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! And if that’s true then how can you stop it from happening? Well, the answer lies in gathering, analyzing, and taking action on customer feedback. By actively gathering and listening to the voices of your customers, you can gain a deeper understanding of your target audience, enhance product or service offerings

Tools 52

Tools Survey Feedback e-support 52