InMoment XI

MAY 23, 2023

The programme reaches all parts of the business through online learning, customer talks, animated games and cartoons, podcasts, skills workshops, topic masterclasses, and more. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape.

Insurance 111

Insurance Consulting Travel B2B 111

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. A remarkable transformation in how they communicate and connect with their patients. The integrated Messaging platform merges communications channels into one place to improve efficiency.

Communication 59

Communication Chatbots Conference Customers 59

CX Journey

DECEMBER 20, 2017

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. Successfully bridging that gap - using human communication to help solve problems in an effortless way that doesn’t leave customers pulling their hair out - is precisely the goal in curating a customer experience.

Communication 137

Communication Brands Social Media Touchpoint 137

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. However, when communicating with the customer, we also need to be wary about the different drawbacks it could bring.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. However, when communicating with the customer, we also need to be wary about the different drawbacks it could bring.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Horizon CX

JANUARY 2, 2024

It’s rooted in basic and effective communication. It refers to the practice of providing feedback or acknowledgment to ensure that a message or communication has been received and understood. It is a fundamental aspect of effective communication that helps in confirming mutual understanding and preventing misunderstandings.

Metrics 130

Metrics Survey Communication Effort Score 130

BirdEye

DECEMBER 8, 2023

Effective communication is the lifeline of business relationships. Email continues to be a dominant communication channel, with 73% of businesses relying on it for important announcements. In fact, 38% regard email as their most effective means of communication. Get the timing right Balance proactive communication with patience.

Examples 110

Examples Communication Feedback Meeting 110

Horizon CX

MAY 19, 2023

I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Experience Investigators by 360Connext

JULY 6, 2021

This typically includes leaders from marketing, product development, customer success and customer service. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. That’s where having a CX Mission and CX Success Statement can help.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

SurveySparrow

MARCH 21, 2021

In this post, you will find out five actionable tips on improving the team’s remote communication. . Pros and Cons of Remote Communication . Right before you find out the actual tips on how to improve the team’s remote communication, you should be aware of the pros and cons of working remotely. .

Communication 52

Communication Tips Video Meeting 52

TechSee

AUGUST 14, 2023

She has published more than 350 articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

FEBRUARY 19, 2024

Something as basic as automatic call summarization and topic extraction can reduce pre- and post-call operations by 30%, representing millions of dollars in savings. Early LLM-chatbots have been similarly restricted due to concerns about LLM hallucinations and off-topic guidance. So is LLM-powered CX Automation ready for prime time?

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Retently

MARCH 11, 2024

Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved. They capture their joys, frustrations, and valuable insights.

Survey 119

Survey Analysis Feedback Effort Score 119

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Infographics 98

Infographics Customer Success Tips Metrics 98

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Use your Customer Experience Mission Statement and CX Success Statement to guide you. Your relationship with customers is built one step at a time. And for good reason!

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Comm100

JULY 27, 2023

But despite its prevalence, not enough has been done within education to facilitate successful academic careers. Communication issues. Live chat can also be a function that connects higher education students with their lecturers, as it can be used as a messaging service that allows them to communicate at any time.

Study 202

Study Financial Technology Chatbots 202

Playvox

MARCH 7, 2024

Worldwide, we could collect diverse stories and testimonies of mothers, sisters, daughters, and caregivers, striving for success as leaders in a multigenerational workplace while overcoming cultural barriers in the places where they live. Use them to create a formula for your company’s success.

Culture 87

Culture Policies Leadership Guidelines 87

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. These interactions are generally quick and do not require extensive back-and-forth communication to address the customer’s needs.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These dashboards enable supervisors to monitor queue activity, track topic trends, and assess agent skills in real-time. Call center dashboards play a vital role in contact centers.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

West Monroe

JANUARY 16, 2024

An in-depth understanding of the companies’ technology capabilities ensures sellers can control the narrative of their exit on this key topic and remediate concerns prior to the sale process. Operating partner, global private equity firm With limited resources, streamlining the process becomes crucial for success.

Strategy 52

Strategy Roadmap Resources Report 52

Totango

MAY 17, 2023

I was also fortunate to lead a conversation on this very topic with our Totango CRO, Dennis Reardon, and Sr. VP of Customer Success at Veriforce, Andy Kearney. In the first generation of customer success, CSMs became a catch-all for any activity requiring customer interaction. Here are three insights I took away from TSIA.

Sales 106

Sales Marketing Sports Customer Journeys 106

Clicktools

AUGUST 16, 2017

Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. The following is a brief overview of the 5 W’s of customer communication, and the tech that makes them all possible. The best way to communicate with customers is how they prefer it most.

Communication 40

Communication Technology Customer Journeys Social Media 40

ShepHyken

NOVEMBER 2, 2022

I’ll bet there’s an entire book that can be devoted to this topic, but for today we’ll keep it to the first few that came to mind. If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ChurnZero

MAY 26, 2021

Slack has transformed business communication. When we think of Slack, we usually think of it as an internal communication tool, however many people do not realize it can also be used for external communication as well. There are a number of Slack communities that have been created specifically for Customer Success professionals.

Customer Success 86

Customer Success Leadership Resources Communication 86

Gainsight

APRIL 4, 2023

In the discussion, she outlined the change management process she and her team followed in order to empower hundreds of their Technical Account Managers (TAMs) around the globe to improve customer success outcomes with Gainsight. For Salesforce, Gainsight is still a topic that comes up at the TAM’s all hands meetings.

Management 52

Management Leadership Customer Centricity eBook 52

Clarivate

JANUARY 19, 2024

Lifting burdens on both sides of the relationship Building engagement between researchers and research office staff to find and convert opportunities into winning proposals requires a macro view of what will make both sides of the relationship more successful.

Groups 114

Groups Engagement Report Analysis 114

Daniel Group

MARCH 12, 2021

Welcome to Success Strategies. Throughout the series, we will explore the importance of the following topics: Part 1: Make CX Easy focuses on the importance of making it easy for your customers to do business with you. We’d love to share your successful initiatives with our clients. ” Inc.: Person : serviceperson.

Net Promoter Score 105

Net Promoter Score Customer Experience eBook B2B 105

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. They don’t just think about success for a few customers, they set out to accomplish success for all customers.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

CSM Magazine

OCTOBER 26, 2023

Enhanced Communication The implementation of 360 feedback software also encourages communication and collaboration among team members. Succession Planning 360 feedback software proves to be valuable for succession planning by providing information about employees’ strengths and weaknesses.

Software 52

Software Feedback Employee Engagement Culture 52

SurveySensum

APRIL 22, 2024

They reinforce protection for data, minimize the chances of breaches, and facilitate open communication between businesses and their clientele, fostering transparency. Transparency and communication Transparent communication regarding cybersecurity practices instills confidence in customers.

Measurement 52

Measurement Customer Centricity Training Feedback 52

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. Once customers use and love your product, you can broach the topic of payment for additional licenses. over their standard.

ROI 98

ROI Data Examples Report 98

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful. 5 Ways to Fight Burnout. Build an Open and Supportive Work Environment.

Customer Success 102

Customer Success Sports Resources Policies 102

CSM Magazine

APRIL 25, 2022

Mental health is a very crucial topic in the business industry, and the mental health of your staff can make a huge impact on the customer service that they provide to customers. Communication Training. Communication is one of the most important topics in business, whether you work in retail, customer service, or healthcare.

Training 97

Training Customer Service Management Customer Service Training 97