Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. I’ve seen CX teams that are solely responsible for creating and deploying customer feedback mechanisms. This approach is built on the belief that every department has a role to play in the overall customer experience.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Gainsight

AUGUST 6, 2020

And the customer migrations to the cloud are planned without their involvement. We all know that the chaotic year of 2020 has only accelerated the move to SaaS and the cloud. In short, they need to focus on Product Experience as a part of the Customer Experience. 2020 is a big year for everyone.

Technology 52

Technology Software Culture Customer Centricity 52

Bold360

DECEMBER 16, 2019

And in the fast-moving world of customer experience (CX), you can expect some meaningful changes and evolutions. To peer into what’s coming in 2020, we recently sat down with Nate Brown, co-founder of CX Accelerator, for Episode 9 of CXNext Live. Analytics are shifting from a moment-in-time to real-time.

Contact Center 40

Contact Center Customer Centricity Metrics Analytics 40

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. REQUEST A DEMO.

Roadmap 97

Roadmap Metrics Feedback Conference 97

West Monroe

DECEMBER 6, 2019

New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic. But which opportunities are the lowest hanging fruit?

Self Service 52

Self Service Customer Centricity Financial Contact Center 52

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. In 2020, COVID-19 pushed forward the adoption of digitized services in ways that nobody could have predicted. Following the onset of the pandemic, McKinsey found that digitization of customer and supply-chain interactions was accelerated by three to four years.

Financial 236

Financial Trends Customer Experience Chatbots 236

SurveySparrow

MARCH 1, 2020

So, does your brand use a live chat solution to elevate customer service? 10 Best Live Chat Software of 2020. We have already done the part and listed out the 10 best Live Chat Software that 2020 has to offer. The intuitive platform is easy to use and set up and is backed by commendable customer support services.

Software 59

Software Chatbots Self Service CRM 59

Oracle

MARCH 2, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern CX 2020? **Ready to register for Oracle Modern CX 2020? Ready to register for Oracle Modern CX 2020?

Customer Journeys 40

Customer Journeys Conference Customer Centricity Retail 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

PeopleMetrics

JULY 20, 2020

Customer feedback should NOT be anonymous. This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. This activity alone with make your company 10x more customer-centric.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Net Promoter Score 40

Net Promoter Score Banking Innovation Video 40

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CSM Magazine

JANUARY 11, 2022

The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020.

Omni-Channel 75

Omni-Channel Return on Investment Analytics Chatbots 75

CSM Magazine

SEPTEMBER 21, 2023

The role of technology, including AI, is poised to gain even greater momentum in the contact centre—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations,” says Kevin Jones, President and Chief Executive Officer, Calabrio.

Customer Service 59

Customer Service Contact Center Chatbots Analytics 59

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. Here are five strategies for smaller brands to deliver an exceptional, comprehensive customer experience: Data analytics is not just for large companies, in fact it can be a transformative tool for small business owners.

e-support 105

e-support Effort Score Retail Analytics 105

Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success. It’s not just sort of a CS thing or a service thing.

Trends 52

Trends Customer Success B2C B2B 52

CSM Magazine

JUNE 10, 2021

In fact, negative connotations still swirl around the contact centre despite the central position it has found itself in since the first quarter of 2020. According to a 2020 Call Centre Helper report , 23.9% of contact centres believe that the wider business perceives their operation to be a “cost centre”. A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

Oracle

MARCH 24, 2020

In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Trend #5: Making the martech stack customer-centric.

Trends 108

Trends Marketing Customer Experience Chatbots 108

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Horizon CX

OCTOBER 3, 2020

Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide. Becoming customer-centric requires an understanding of the mapping process which can have the most immediate effect.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Employee Engagement 120

Employee Engagement Customer Centricity Feedback Analytics 120

Quadient

OCTOBER 28, 2021

The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. The common theme in customer experience trends is acceleration. Employee experience drives customer experience.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game. Totango Sets New Records.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. These businesses started with the right culture, philosophy, and customer-centric CRM platform. This takes a level of insight tickets can’t provide.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

SurveyGizmo

DECEMBER 2, 2020

LOUISVILLE, COLORADO, DECEMBER 2, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced a partnership with video survey software specialists, Voxpopme. Customer centricity begins with customer engagement. About Alchemer.

Video 52

Video Feedback Customer Centricity NPS 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020. Eptica’s vecko tool enables brands to understand and act on customer intelligence. Share this page on: Tweet.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

CustomerSuccessBox

MARCH 2, 2022

million in USD (2020) to 3,538.03 The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. These help in reducing churn and monitoring of customer health scores, and of course the arrival of cloud deployment. It will grow from 978.22

Software 52

Software Customer Success Marketing Transportation 52

Think Customers

JULY 29, 2022

Businesses are eager to unlock insights that can help them adapt to change and reengage customers. According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020.

Data 59

Data Apparel Automotive Tourism 59

C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! In some recent research by Gartner CMOs selected market research and insights as just as important as marketing analytics and digital commerce (see graph below).

Marketing 120

Marketing Customer Centricity Consumers Groups 120

C3Centricity

NOVEMBER 4, 2020

BOPIS (Buy online pick-up in-store) surged 259% YoY in August 2020, as many shoppers are concerned about the safety of in-store shopping. It is simply a series of technologies addressing various current and future customer needs. Unlike normal analytical processes, using AI needs developers and users to start with the end in sight.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. Some argue that 2020 has signaled the decline of ticket-based support systems. They built their business to connect with customers at scale.

Customer Experience 52

Customer Experience Self Service e-support CRM 52

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’ Here are 7 steps guaranteed to point you in the right direction: 1.

Self Service 52

Self Service Chatbots Analytics Customer Centricity 52

ClientSuccess

FEBRUARY 3, 2020

SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD has a strong belief in helping customer success teams become a more strategic part of the business.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

ClientSuccess

FEBRUARY 3, 2020

SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD has a strong belief in helping customer success teams become a more strategic part of the business.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Quadient

OCTOBER 1, 2021

The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. The common theme in customer experience trends is acceleration. Forrester, Press Release, October 15, 2020. .

Customer Journeys 52

Customer Journeys Trends Customer Experience eBook 52