Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Gainsight

MARCH 21, 2024

It’s not always an easy journey, but one that will be worthwhile. With decades of collective experience in the field, the speakers shed light on how AI is revolutionizing traditional practices and paving the way for more efficient and insightful customer interactions. Let’s dive in!

Customer Success 52

Customer Success Chatbots Analytics B2B 52

Kustomer

JANUARY 8, 2024

Zendesk is still a dominant player in the customer support solutions market — most commonly compared against Kustomer, Freshdesk, Gorgias, Intercom and several other alternatives. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​.

Communication 83

Communication Customer Success Customer Journeys Conference 83

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Does the job description and posting align with pertinent minimum hiring requirements and expectations around the role?

Call Center 98

Call Center Gamification Contact Center Training 98

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Meeting 105

Meeting Comparison Guidelines Analysis 105

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. . Enter Canvas. What is Canvas? Key Features of Canvas.

Customer Journeys 96

Customer Journeys Customer Experience Customers Tools 96

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere. Embrace Digital-First.

Customer Journeys 91

Customer Journeys Course Customer Success Tools 91

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Culture 82

Culture System Metrics Resources 82

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Analytics Customer Retention Software 91

Gainsight

JULY 7, 2023

Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected. How Does the DCS Package Drive Cohesive Customer Journeys? Who’s the DCS Package For? Here’s how.

Customer Success 52

Customer Success Self Service Touchpoint Customer Journeys 52

CSM Magazine

JANUARY 8, 2024

But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes. The truth is, as a maker and shipper of products, your manufacturing efficiency has a huge impact on customer satisfaction. When your production workflows are optimized, orders can be processed faster. No lazy waste.

Customer Experience 52

Customer Experience Competitive Advantage Guidelines Loyalty 52

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Gainsight

NOVEMBER 21, 2023

In this customer spotlight, we delve into Autodesk’s journey of implementing targeted in-app feedback surveys, powered by Gainsight, to bridge this gap and gain profound insights into their users’ desires. Then, they customized micro-surveys in Gainsight PX to target niche audiences performing specific tasks.

Survey 52

Survey Feedback Roadmap Entertainment 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. The IDP Well-Architected Custom Lens in the Well-Architected Tool contains questions regarding each of the pillars. This post focuses on the Performance Efficiency pillar of the IDP workload.

Metrics 91

Metrics User Experience System Data 91

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Gainsight

DECEMBER 20, 2022

For SaaS organizations, that means it’s becoming table stakes to invest in product-led growth (PLG) and operationalize customer success (CS) with digital touchpoints. But how does a company scale without sacrificing the customer experience? Enter digital customer success. Which customer personas (admins, executives, etc.)

Self Service 52

Self Service Touchpoint Customer Journeys Customer Success 52

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journeys Social Media Net Promoter Score 99

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

Magellan Solutions

AUGUST 18, 2023

Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. Personalized Customer Interactions and Tailored Recommendations Companies can create individualized customer interactions that improve the entire buying experience. Customers will likely return and recommend you to others.

Sales 98

Sales Tools Marketing Multi-Channel 98

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes.

Customer Engagement 52

Customer Engagement Engagement Self Service Customer Journeys 52

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times.

Communication 100

Communication NPS Case Study Metrics 100

SurveySparrow

APRIL 28, 2024

Customization and Integration You have many options for customizing your survey, including survey questions, templates, themes, designs, and more extensive customization options to align with your school’s branding and the specific needs of different classes. Let’s go! Key Features of SurveySparrow 1.

Tools 52

Tools Feedback Analytics Survey 52

Team Support

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Competitive Advantage 52

Competitive Advantage Analytics Software Culture 52

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. Keep customers happy with prompt and efficient service.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

AWS Machine Learning

APRIL 9, 2024

In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts with a knowledge base prompt template. Additionally, you can add custom instructions and examples tailored to your specific workflows.

Knowledge Base 112

Knowledge Base Financial Examples Comparison 112

Gainsight

NOVEMBER 16, 2023

Throughout the journey of the event, attendees learned about emerging technologies that drive Customer Success (CS), from Customer Education to Community , Product Experience , and more. As we move through the world, our experience is increasingly filtered through digital touchpoints, and this is true for your customers.

Self Service 52

Self Service Touchpoint Conference CRM 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Engagement 76

Customer Engagement Customer Journeys Engagement Tips 76

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know? Read along!

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

CSM Magazine

SEPTEMBER 21, 2023

The journey of software selection commences with formulating a set of criteria. Moreover, it is worth noting that many enterprises continually seek the optimal solution, adjusting their help desk software to align with specific needs, budgetary considerations, and other relevant factors. What are the best criteria to follow?

Software 59

Software How To Case Study System 59

Gainsight

FEBRUARY 23, 2021

Before you start patting yourself on the back, take a look at your company’s customer base. You will probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you. However, there is a 1:Many relationship between goals and workflows.

Metrics 64

Metrics Groups ROI Feedback 64

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59