Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. Without a linear journey, companies must provide resources and digital channels to help buyers. Successful B2B companies rely on technology, scalable personalization, and digital tools. McKinsey ). McKinsey ).

B2B 105

B2B Self Service Competitive Advantage B2C 105

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. It could cover products, services, prices, and brand perception.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. .

Hospitality 247

Hospitality Retail Leadership Culture 247

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. Customer experience (CX) has always been vital, but the digital revolution has elevated its importance.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

AWS Machine Learning

OCTOBER 26, 2023

Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

Retail 97

Retail Innovation System Video 97

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

Strategy 92

Strategy Customer Journeys e-support Customer Success 92

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. Digital Transformation.

Resources 40

Resources Conference Chatbots Innovation 40

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. Digital Transformation.

Resources 40

Resources Conference Chatbots Innovation 40

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. These insights are vital for today’s companies to be able to survive and thrive in the digital economy.

Technology 72

Technology User Experience Resources Connections 72

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. Let’s talk about the customer layer (front stage) first. The majority of customers have similar objectives in dealing with their providers.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. All of this answers the question of where we go from this critical juncture. All of this answers the question of where we go from this critical juncture. And it’s a two-way street. We’re all Zoomers now! Ah, 2022, a new year. Not so fast.

Healthcare 130

Healthcare Video Banking Contact Center 130

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

BirdEye

FEBRUARY 13, 2024

With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. It helps establish trust and credibility so patients keep coming back.

Marketing 58

Marketing Social Media How To Healthcare 58

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Your customers will need to make the most of the solutions they have right now. Deliver Value.

Communication 126

Communication Strategy Metrics Customer Retention 126

Vonage

FEBRUARY 28, 2017

Many businesses have become victims of what’s known as “digital Darwinism” This phrase describes the phenomenon when technology and society evolve faster than an organisation can adapt. Many failed businesses were once very successful, with a huge amount of resources at their fingertips. So, what’s happening?

Omni-Channel 120

Omni-Channel How To Social Media Culture 120

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

Software 118

Software Customer Engagement Customer Success Engagement 118

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon. And it’s all in the cloud and optimized for the enterprise. Upstream Works for Amazon isn’t just for agents.

Connections 78

Connections Engagement Contact Center Resources 78

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

2020 Research

SEPTEMBER 19, 2023

AI’s Formidable Role in Market Research’s Future When considering the integration of AI into market research , how do you see it shaping the future? AI will transform methodological design, paving the way for even deeper insights. It’s not about replacing humans but augmenting the insights we can achieve.

Marketing 64

Marketing Innovation Guidelines Roadmap 64

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). It’s how you show up. Build customer intimacy.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

SaleMove

AUGUST 16, 2018

It’s an experience that usually requires customers to be independently resourceful, educated and committed beyond reason to a brand, product or service. Technology can deepen this chasm by frustrating potential customers—or it can build a bridge by surpassing their expectations. And who wouldn’t want that?

Culture 102

Culture Exercises Omni-Channel Chatbots 102

Customer Bliss

SEPTEMBER 15, 2016

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52