customer-success-communication 
Experience Investigators by 360Connext
JUNE 22, 2021
Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.
Comm100
JUNE 22, 2021
From first to last touch, a student’s experience determines the success of the higher education institution. Not surprisingly, the pandemic accelerated this move towards digital – from online learning and team collaboration tools to customer service via video and audio chat. Was the virtual Open House a success?
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Totango
JUNE 25, 2021
Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. We’ll start with a review of what customer escalation is and where it fits into your customer’s journey. What Is a Customer Escalation?
CustomerSuccessBox
JUNE 23, 2021
Have you wondered, should you be automating all the communication that goes out to your end customers, or should you actually be providing all the human personalized attention at the moment in the journey? For example- All the mundane communication that goes out to the customers. Fundamental Goal. Human Touch.
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They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
BirdEye
JUNE 23, 2021
These days, customers aren’t satisfied with experiences that are just “okay”. Review sites like Google and Facebook give them the option to read the opinions of other customers and find local businesses that can deliver fantastic experiences. My team gets involved after the sales process and handles communication for policyholders.
ChurnZero
JUNE 25, 2021
While those of us in Customer Success are intimately familiar with its ins and outs, the field is still relatively foreign to many. As a Customer Success professional, I’m constantly asked, “Well, what does that mean? If you’re in Customer Success, I’m willing to bet you’ve been asked something similar.
Speaker: Zak Haitkin, Localization Manager
The pinnacle of success for any business is ultimate customer and employee gratification. Localizing your content will show your commitment to improving company culture, and how much you genuinely value your customers, employees, and their experiences. The strategies you can employ to launch a successful localization project.
Speaker: Jake Miller, Senior Product Marketing Manager, Allego
This means that the old approach of blasting buyers with email-heavy, generic communications no longer works. Instead, buyers need to be surrounded with relevant communications and personalized, self-service content throughout their journey.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. Whether via chat bot, email, or social media, every customer should have the same opportunity to resolve their queries.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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