Horizon CX

APRIL 30, 2024

It requires vision, strategic alignment, and relentless execution. Strategic Alignment: Transformation efforts must align with the organization’s mission, values, and long-term objectives to ensure coherence and sustainability.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

InMoment XI

FEBRUARY 8, 2024

Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. By reducing the idle in your case management , you’ll notice faster issue resolution times and a more agile contact center.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

InMoment XI

DECEMBER 7, 2015

More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article.

Management 200

Management Trends Customer Experience Company 200

InMoment XI

DECEMBER 7, 2015

More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article

Management 200

Management Trends Customer Experience Company 200

InMoment XI

DECEMBER 7, 2015

More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article

Management 200

Management Trends Customer Experience Company 200

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. Let’s dive in!

Call Center 260

Call Center Strategy Management First Call Resolution 260

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

APRIL 9, 2024

Change in ownership: A change in ownership or management might prompt the decision to delete the Facebook Page and start fresh under new leadership. This will take you to your Meta Business Account, sometimes called a Business Manager account. Navigate to: [link]. It is also sometimes called Meta Business Portfolio. Go to Settings.

Brands 260

Brands How To Social Media Feedback 260

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives. These numbers are a testament to the effectiveness of well-executed marketing strategies and the ROI of email.

ROI 226

ROI Marketing Social Media How To 226

Kapta Customer Success

AUGUST 20, 2018

What account management style does your organization use? Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. How can you merge the two management styles to ensure that you’re getting the most out of your key accounts? It’s not! That’s it!

Customer Success 40

Customer Success Management B2B Customers 40

Brad Cleveland Blog

NOVEMBER 24, 2020

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. Together, these steps make up a powerful approach that can drive innovation and improvements in products and services and processes.

Feedback 32

Feedback Management Government Innovation 32

Brad Cleveland Blog

NOVEMBER 24, 2020

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback.

Feedback 26

Feedback Management Government Innovation 26

Comm100

MARCH 14, 2024

This scalability makes them a cost-effective solution for managing large-scale customer service operations without compromising quality or efficiency. By automating routine inquiries and tasks, chatbots reduce the workload on human agents, allowing businesses to either reduce or reallocate resources more strategically.

Chatbots 220

Chatbots Customer Service Training Customers 220

BlueOcean

JANUARY 30, 2024

Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship. In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Manage time- shiftable tasks for maximum efficiency, eg.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way.

Customer Care 177

Customer Care How To Sports Case Study 177

BlueOcean

FEBRUARY 14, 2024

You’re working with a strategic partner and a team of CSS experts. Dig into the results and data so you can clearly identify and articulate the impact and value of these managed services to your own internal stakeholders. A good strategic partnership is like any other partnership, it takes intention and attention to thrive.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. In short, agents, supervisors and contact center management can make better, more strategic decisions.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Customer Guru

JUNE 29, 2018

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. Thus, the knowledge management aspect of this is also very important.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Magellan Solutions

MARCH 13, 2024

Maximize cost savings and efficiency with this guide on strategic offshoring or outsourcing for small businesses and big players alike. Focus on Key Projects Companies can concentrate on their main strengths and strategic objectives by outsourcing non-essential tasks. What is Offshoring? What is Outsourcing?

Tips 105

Tips Culture e-support Communication 105

ECXO

APRIL 18, 2024

The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

Insurance 111

Insurance Consulting Travel B2B 111

Magellan Solutions

JANUARY 29, 2024

I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. We turned it into an opportunity by refocusing on our original vision and mission of supporting and empowering SMEs through an oversight management structure.” Success is a shared triumph.”

Call Center 98

Call Center Leadership Culture Customer Centricity 98

Kapta Customer Success

MAY 9, 2022

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships. Ultimately, it requires proactive training.

Management 98

Management Customer Centricity How To Customer Satisfaction 98

ECXO

NOVEMBER 19, 2023

We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. The post Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Holistic Customer Metrics for Actionable Insights 6.

Customer Centricity 122

Customer Centricity Metrics NPS Leadership 122

CSM Magazine

JANUARY 19, 2024

A strong foundation in business administration equips individuals with the necessary skills to navigate the complex world of business, making strategic decisions, managing people effectively, and maneuvering through the financial landscape. However, strategic decision-making is not just about making big decisions.

Financial 59

Financial Culture Innovation Technology 59

Blueshift

APRIL 26, 2024

Additionally, data silos and fragmented customer data can result in decreased productivity for marketers while also overwhelming them with the tedious task of data management. Marketers today face the dual challenge of navigating vast amounts of data while striving to deliver personalized experiences that resonate with customers.

Data 52

Data Marketing Management Customer Experience 52

Gainsight

MARCH 1, 2024

Nabeeda Bakali-Abrar Customer Success Manager, Linkedin Years in CS: I have been in customer success for around four years, and as soon as I joined the CS community, I felt right at home. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. This will help make CS a more strategic role.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

AWS Machine Learning

APRIL 18, 2024

Prior to her time at Slack, Jackie was a Product Manager at Google for more than six years, where she helped launch and grow Youtube TV. Rachna Chadha is a Principal Solutions Architect AI/ML in Strategic Accounts at AWS. He focuses on helping customers design, deploy, and manage ML workloads at scale.

Multi-Channel 103

Multi-Channel Sports Strategy Data 103

ECXO

APRIL 29, 2024

Her roles included VoC Manager, Strategic Information Manager, CX Improvement Manager, Marketing Director, and Head of Corporate Quality (CCO). Here you can find our previous session with Lynn: [link] Who is Lynn? Lynn Hunsaker led customer experience and marketing at Applied Materials & Sonoco.

ROI 65

ROI Customer Journeys Innovation Training 65

West Monroe

APRIL 22, 2024

Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. Understanding the as-is and to-be Top-flight football analysts scrutinize data on their current players and opposition to better strategize.

Government 52

Government Sports Resources Leadership 52

CSM Magazine

APRIL 29, 2024

Additionally, BI solutions often offer customizable alert systems that notify users about significant changes in social media metrics or the occurrence of predefined events, enabling timely intervention and proactive management of social media activities.

Social Media 52

Social Media Analytics Analysis CRM 52

Magellan Solutions

APRIL 26, 2024

Are you tired of the constant hassle and headaches of managing your in-house accounts payable team? This impressive growth shows that businesses increasingly need efficient and cost-effective accounts payable management solutions. Managing accounts payable is essential for a successful company.

Financial 52

Financial Multi-Channel Culture Analytics 52