Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

C Space

JUNE 16, 2020

The Brand Move Roundup – June 16, 2020. That’s according to a new study from web analytics firm SimilarWeb , which looked at the buying habits of consumers on the ecommerce platform from January to April 2020, and compared it to the same period last year. increase in conversions in early 2020, an increase of 7.8

Brands 52

Brands Ecommerce Social Media Advertising 52

CSM Magazine

JUNE 17, 2021

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. Calabrio , the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore. About Calabrio.

Engagement 52

Engagement Management Roadmap Leadership 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909. Dig in and enjoy. . . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager. Main missions of the Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). A UJET survey done in early 2020 revealed that “72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience.”

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Oracle

FEBRUARY 26, 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? Featuring Wren Ludlow, Principal Product Manager, Oracle.

Conference 40

Conference Roadmap Tips Feedback 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

Chadwick Martin Bailey

OCTOBER 9, 2020

For me, 2020 has really solidified the importance of slowing down and listening to yourself – your mind, body, and soul – to be the best possible leader that you can. Recently, I’ve been sharing with any friend that will listen how the advancements in financial services technology have made making and managing finances so easy.

Roadmap 40

Roadmap Financial Healthcare Consumers 40

Aveus

MARCH 15, 2021

So, when an opportunity arose in early 2020 to assist SHH on their strategic initiative of “becoming a more trusted partner,” the answer was obvious. Understanding these three components allowed the team to think about trust as actionable—as something that is not only manageable, but measurable. A Roadmap Forward.

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

CX Accelerator

JULY 1, 2020

This company bumped up their 2022 digital transformation strategy to 2020. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Define your digital roadmap, including expectations, roles and responsibilities, and timing.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

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. As we get ready to plan for the new year, there are five themes of customer success that I think should be top of mind for 2020. Nick Mehta.

Trends 52

Trends Customer Success B2C B2B 52

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your market research programs to new heights in 2020.

Marketing 29

Marketing Government Leadership Automotive 29

CX Accelerator

JULY 1, 2020

This company bumped up their 2022 digital transformation strategy to 2020. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Define your digital roadmap, including expectations, roles and responsibilities, and timing.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Circular Edge

SEPTEMBER 15, 2020

Register for INFOCUS 2020 today, or sponsor the digital event, and if you’re not a Quest member please sign up for Quest and receive your FREE pass to INFOCUS as a gift. And So Much More to Help You Accelerate Your JDE, CX & Cloud Roadmap. ThanksQuest & hope to see everyone at INFOCUS 2020.” Cheers, Chelsea.

Roadmap 52

Roadmap Conference Innovation Meeting 52

SurveySparrow

JUNE 6, 2020

There are a lot of project management tools like Trello, Jira, which can be used to communicate effectively with the employees and ensure that everyone is on the same page at all times. It can be a simple ten-minute meeting where the employee can have an open dialogue with their reporting manager. They begin to micro-manage them.

Training 52

Training ROI Resources Meeting 52

Aveus

MAY 18, 2021

A May 2020 revision by the Centers for Medicare & Medicaid Services (CMS) to the Stars Ratings system puts Medicare Advantage (MA) plans under extra pressure to deliver an excellent customer experience, with potentially billions of dollars on the line.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Circular Edge

APRIL 22, 2020

Source: JDE Keynote April 20 2020. This is great news for JDE customers, especially for the 70% of those polled who are already running 9.2 ( source: live poll during the JDE keynote, April 21 2020 ). I looked forward to attending the JDE Product Update & Roadmap session with Bob Monahan and Gary Grieshaber.

Resources 52

Resources Innovation Roadmap Self Service 52

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

Tools 52

Tools Roadmap Social Media CRM 52

CSM Magazine

FEBRUARY 1, 2022

EvaluAgent CEO Jaime Scott said: “Since 2020 we’ve seen an evolution in how Contact Centres are managing QA and agent improvement in response to remote working and heightened customer expectations.

Roadmap 52

Roadmap Analytics Retail Financial 52

Lithium

JANUARY 7, 2021

We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Congratulations to and , our CMAD 2020 Contest Winners , and a big thanks to everyone who participated! Missed out on our recent Khoros Roadmap Webinar? Let us know in the comments below! Atlas Blogs.

Roadmap 52

Roadmap Government Tips Groups 52

TechSee

DECEMBER 16, 2020

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. And at the same time, I hear from CS leaders wondering if their company is approaching CS from a 2020 perspective. So how do you sort out 2010 leaders from 2020? Recruiting.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ShepHyken

DECEMBER 18, 2020

Little did I know how prophetic Shep’s words would be for 2020. By the second quarter of 2020, those same technologies were re-categorized as “mission-critical.” They were no longer wish list items on futuristic technology roadmaps. What a year 2020 has been! Instead, they fully deployed them at warp speed.

Leadership 71

Leadership Customer Experience Consulting Roadmap 71

Lithium

MARCH 16, 2020

We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Congratulations to and , our CMAD 2020 Contest Winners , and a big thanks to everyone who participated! Missed out on our recent Khoros Roadmap Webinar? Let us know in the comments below! Atlas Blogs.

Roadmap 52

Roadmap Government Tips Groups 52

Circular Edge

OCTOBER 30, 2020

Continuing the theme of illustrating digital success with JDE, CE sessions featured customers who are adopting next-gen RPA & transforming their businesses to overcome challenges & increasing digital demands as well as leveraging new product & service innovations to accelerate their ERP & Cloud roadmaps.

Resources 52

Resources Self Service Case Study Innovation 52

Gainsight

OCTOBER 16, 2020

At our first-ever Pulse for Product event, we got inspired by this idea of video games, the nostalgia of 8-bit classics, the 90s (or really any year excluding 2020 – the bar is low), and leveling up (which ultimately became our theme for the event). B2B product management has always been strategic. The blinking cursor.

Strategy 59

Strategy Video Software Leadership 59

Kerry Bodine

NOVEMBER 30, 2020

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. Do you have remaining 2020 budget? CX Roadmap Development. Journey Management Advisory. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

Gainsight

APRIL 8, 2020

Steve is an author, speaker, and product coach, as well as co-creator of the popular product management and marketing frameworks from Pragmatic Institute and QuartzOpen. In my first product management job, I was based in Virginia and my developers were in California. You can use the same technique for building your product roadmap.

Tools 52

Tools Travel Roadmap Course 52

ClearAction

MARCH 27, 2021

Roadmap: Quantify the value ratio for all choices available to your customer. Involve your whole organization in outside-in thinking and continual improvement by focusing management of your business on the customer experience value quotient.

Customer Experience 77

Customer Experience Metrics Roadmap Advertising 77

Talkdesk

MAY 18, 2020

The biggest fine on record is €204,600,000, as a result of “insufficient technical and organizational measures to ensure information security” Looking at the total fines for that category to-date, the number comes to a total of €332,967,397 incurred in 63 fines ( Enforcement Tracker , May 2020).

Contact Center 83

Contact Center Policies e-support Conference 83

Centercode

APRIL 15, 2020

Ted, which stands for “tester engagement director,” offers a prescriptive approach to engagement management using machine learning and automation based on industry best practices. This session teaches you the 5 skill sets you need to navigate the fluctuating demands of managing a customer testing program. with Austin Meyer.

Conference 69

Conference Tips Roadmap Culture 69

Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. in 2021, despite the post-2020 economic recovery. . Utilize Consulting Experts.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

Gainsight

JUNE 17, 2022

Since January 2020, PLG companies have outperformed standard SaaS growth by 2x. That means you’ll have the raw materials to build a product roadmap that improves your product and impresses everyone around you. . User paths can help product leaders and managers see where users are running into friction.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Lithium

APRIL 6, 2021

More updates on key areas we identified from interviews with Marketing customers in August, September and October 2020. Modernizing Digital Care: Change Management. Improved Spam Management in Community. This article explains the enhancements introduced in Community to help moderators with spam management. _.

Customer Journeys 52

Customer Journeys Analytics B2C Roadmap 52

CustomerSuccessBox

JANUARY 15, 2021

2020 was no normal year. We’ll have a permanent seat on the product roadmap. . It’s in the COVID lockdowns, economical challenges, anxiety distress, and whatnot. In all of this chaos. Customer Success was holding the fort. You kept the economical flywheel of your SaaS businesses going all through. You came out a winner. .

Customer Success 52

Customer Success Roadmap Leadership Customers 52

Lithium

JUNE 11, 2019

By 2020, Gartner Research predicts that 90% of brands will begin to leverage social media to manage customer service efforts. These three pillars of great CX create a solid foundation that you can build upon immediately and use as a roadmap for the future. 3 Foundations of Great CX to Make Your Brand a Customer Favorite. “By

Brands 40

Brands Social Media Roadmap Trends 40