customer-success-customer-insights 
Gainsight
APRIL 27, 2022
Review time doesn’t have to be dreaded for the customer success team. Capture all job roles, not just customer success managers (CSMs). VP of Customer Success Business Solutions, Shelby Czarnota, adds that if you can start using whiteboard tools like Miro or Mural to collaborate better, too. Sign us up!”
CustomerSuccessBox
APRIL 27, 2022
As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Monitor and track if the customer has realized the intended value from your solution. If you can acquire new customers, then why bother about the upsell/cross-sell strategies?
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West Monroe
APRIL 28, 2022
Underpinning all of this is a new profile of today’s bank customer and the generational sea change and wealth transfer from Baby Boomers to the now dominant Millennials, who interact with financial services with very different expectations and needs. A piecemeal approach won’t suffice. We’ve seen it happen.
ChurnZero
APRIL 27, 2022
As a customer, how do you decide whether a business has earned your loyalty? As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Refine customer acquisition and retention efforts. Learn how to measure value realization.
Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One
Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. November 15, 2023 at 9:30am PST, 12:30pm EST, 5:30pm GMT
West Monroe
APRIL 28, 2022
Underpinning all of this is a new profile of today’s bank customer and the generational sea change and wealth transfer from Baby Boomers to the now dominant Millennials, who interact with financial services with very different expectations and needs. A piecemeal approach won’t suffice. We’ve seen it happen.
SurveySparrow
APRIL 28, 2022
They are a success, no doubt. Market research is the process of gaining your target customer’s insights about new products, competitors, preferences, or more. How can we capitalize on the buying habits/behaviors of customers in this market?? Questions For Your Existing Customers. Benefits Of Market Research.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. 💡 That’s where the Voice of the Customer (VoC) comes in. NPS and C-SAT become the keys to the realm, but offer no true insights. If you can’t identify it, you can’t fix it!
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Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.
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This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.
Speaker: Carrie Melissa Jones Founder, Gather Community Consulting
Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. They can use insights, advice, and qualitative data about community members to build successful, promising communities. Directly impact the success of your community investments. But, brands can avoid this.
Speaker: Jim Rembach, President of Call Center Coach
You have to obtain knowledge and learn from multiple sources to be successful. Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities!
Advertiser: Vanilla Forums
These challenges have pushed organizations to seek digital solutions to remain relevant and connect with their customers online. This year's edition includes: Insight from 21 top community experts. This year's edition includes: Insight from 21 top community experts. 7 key trends to expect in 2021. 7 key trends to expect in 2021.
Speaker: Scott Baldwin of ProductBoard
Through in-depth user insights, a clear product strategy, and an inspiring roadmap. Listening to the voice of the customer (VoC) and utilizing product feedback and ideation are some of the most effective ways to do just that. How community-led and product-led growth can act as multipliers for a product's success.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Get your free copy today!
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. When executed properly, a Voice of the Customer program will give you real-time insight into your customers’ experiences.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life.
Advertiser: Vanilla Forums
As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! Register today!
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Ensure that you can define, design, and implement your program with clear goals in mind, and then analyze and act on the insight you gather. Customer Experience practitioners need to know the secrets that will unlock their program’s potential and secure future success. But what else?
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Every day customers contact customer support and every day customer support agents help to meet their requests. But how are your customers reaching out? And are your customers utilizing AI? Throughout the course of the pandemic we have seen a dramatic shift in customer experience. Trends and best practices.
Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta
Customer experience (CX) is only as effective as the customer insights (CI) that fuel the program. In order to strengthen customer experience, we need to go straight to the source to learn from customers what matters to them, what to prioritize, and how we can provide more value.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. Tune into the webinar to learn: What specific channels do customers go for feedback. What should you not say?
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They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Read the Whitepaper to find out how you can: Deliver actionable insights to agents Manage success for supervisors Make performance more transparent for executives Provide strategic analytics for VPs
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
In today’s complex and digital world, B2B buyers are relying more on trusted sources such as review sites, online searches, and peer-to-peer insights––instead of vendor-provided information––when it comes time to make purchasing decisions. How to effectively engage and optimize your customer experience.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. and master customer rage for an insightful webinar on September 23rd.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. What do these metrics have in common?
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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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