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10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Practice mindful leadership.

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The 80/20 NPS Guide for B2B SaaS

Wootric CX Blog

At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

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AI and Customer Care: The Future is Here

BlueOcean

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless. Related Articles.

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Mead compares selling customer experience without ever having worked with customers to selling snake oil and describes their accreditation as meaningless in the real world of Customer Experience. .

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How to Retain Customers in a Time of Crisis: A CX To-Do List for SaaS Companies

Wootric CX Blog

Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty? You’ll be remembered for it. .

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2 Fast 2 Innovative: Recap of the Day 2 Pulse Everywhere Keynote Session

Gainsight

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

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7 ways to leverage positive customer feedback

SurveySensum

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. But you can use positive feedback to learn as well; and of course to celebrate!