Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

Effort Score 75

Effort Score Analytics Report Data 75

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Your individual scores reveal your competencies in facilitating customer experience maturity, as described above.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

SEPTEMBER 10, 2021

Expectation: Customers expect connected journeys with consistent interactions. Reality: Customer Service generally feels like sales. . One big mistake we see in customer service is the assumed customer journey. Speak to your customers in a conversational and personal tone.

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Partners: optimize the mix to appeal to a broader array of customers. Evaluate Resources. Resources” often means budget. Rather, Version 3.0

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Learning The organization begins to adopt basic CX tools, such as undertaking customer research and mapping the customer journey.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

ProProfs Chat

DECEMBER 23, 2019

It is quite possible that the volume, velocity and variety of customer data can be overwhelming for many businesses. Or perhaps, their strategies may not be adequately supported by systems and technology. In the face of such hurdles, how do you build a customer centric culture ? Remember That Customer Perceptions Are Real.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Kustomer

NOVEMBER 4, 2020

AI re-imagines customer experiences and end-to-end customer journeys. Integrated and personalized customer experience. With AI, brands can be available to their customers at every stage of their journeys, instantaneously. billion in 2019 to $9.4 Customer Service Goes Remote. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Eptica

JULY 10, 2019

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Avoid them having to ask questions at all What if you could predict the typical queries that people will ask at various points in the customer journey?

Self Service 56

Self Service Tips Management Chatbots 56

Forrester's Customer Insights

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Interaction 46

Interaction B2C Management Marketing 46

Eptica

DECEMBER 12, 2018

You need to develop an intimate understanding of customer needs, for example by analyzing their interactions, and use this customer insight to drive real change. Also, bear in mind that customers will judge you against the best performers when it comes to customer experience, no matter what sector you are in.

Self Service 65

Self Service Culture Study Chatbots 65

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

Kustomer

NOVEMBER 4, 2020

AI re-imagines customer experiences and end-to-end customer journeys. Integrated and personalized customer experience. With AI, brands can be available to their customers at every stage of their journeys, instantaneously. billion in 2019 to $9.4 Customer Service Goes Remote. The result?

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Currency Alliance

DECEMBER 17, 2019

There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. Top priorities remain: getting all your customer data in one enterprise CRM. An uncertain future.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Qualtrics

OCTOBER 23, 2019

Unfortunately, one of the most common challenges is quantifying the value these initiatives actually have, which makes it challenging to invest in technologies to support them. “We We definitely benefited from having a centralized database for all our customer insights through Qualtrics. Download the Full Economic Impact Study.

Study 30

Study Consulting ROI Survey 30

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. THQ: People often think of Zoom as a key technology that got us through the pandemic. What can a customer success platform add to its offering? And why deploy one now?

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Chattermill

OCTOBER 6, 2019

on 7 Oct 2019. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. It’s time CX pro’s rethink how they survey customers.

Survey 40

Survey Net Promoter Score Feedback Touchpoint 40

Think Customers

NOVEMBER 4, 2019

million units in 2019, a 2.5 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. But how many of those ‘partnerships’ share customer insight? Raising the stakes.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

Magellan Solutions

JULY 19, 2021

Data entry outsourcing has a CAGR of 5% during the 2019-2023 which roughly means $350 million. More and more realtors are shifting into digital technologies such as data analytics and AI, COVID-19 pushed it even further. The best data entry companies now help retailers to anticipate what customers want and when they want it.

Data 52

Data Healthcare Analytics Transportation 52

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. To get the full picture, you also need to understand actual customer behavior.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Currency Alliance

APRIL 10, 2021

The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Push your team to capture exclusive customer insight.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

What I am trying to do is share with you that customer engagement in loyalty programs will double or triple in the next few years, thanks to changing business models and new technology. Push your team to capture exclusive customer insight. Your greatest asset is exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. AI-enabled analytics for vital customer insights.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. This need for personalization goes across all channels and applies equally if they are dealing with people or technology. Share this page on: Tweet.

Consumers 77

Consumers Self Service Social Media Brands 77

Help Scout

JUNE 22, 2021

billion in 2019. As you can tell, excellent customer service is a name maker, no matter what your industry. It helps grow revenue, maintain customer loyalty, and improve your overall business strategy. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact.

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. How can brands transform this and get real business value from the Voice of the Customer? New technology, such as Eptica’s vecko is crucial here.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66