InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

SurveySparrow

MAY 12, 2023

In 2023, the majority of business communication has shifted online. However, while virtual business communication has opened up a massive amount of possibilities to boost efficiency, it also comes with pitfalls. But what can you do to avoid these mistakes and streamline your virtual business communications?

Communication 52

Communication Tools Strategy Social Media 52

West Monroe

SEPTEMBER 21, 2022

As West Monroe prepares to attend the upcoming TSIA World Envision Conference in Las Vegas this October, we reflected on the key takeaways we learned in May, and how it has enhanced our conversations with clients around optimizing their strategies for success. For starters, companies aren’t managing customer data effectively.

Conference 52

Conference Trends Interaction Software 52

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Tips 108

Tips Management Customer Service Video 108

BirdEye

OCTOBER 3, 2023

These kinds of reactions are only natural — no one enjoys receiving negative feedback. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. See your haters’ feedback as a gift 3.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Product managers play a vital role in driving the success of a product, from conceptualization to launch and beyond.

Management 40

Management Roadmap Trends Communication 40

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s especially important for local businesses looking to connect with their communities and grow their customer base. What is social media management? 84% of U.S. adults between 30-49 years old.

Social Media 98

Social Media Management Multi-Channel Analytics 98

CustomerSuccessBox

JULY 29, 2022

Keeping track of all of these interactions might be difficult, but good communication and making customer data open and available throughout the business guarantee a great customer experience. The management of communications, tickets, notes, and platforms is therefore required. Defining Customer Success Workflow.

Customer Success 52

Customer Success Management How To Customer Journeys 52

Kustomer

OCTOBER 22, 2020

As part of the reform, we decided, based on feedback from customers, we’re going to shift all our services from analog paper-based processes, into the digital age, so that we eliminate the need for a customer to physically have to visit our offices just to get a service,” said Chrappah. Drumond of Worthix , sees similar benefits.

Conference 96

Conference Self Service Sports CRM 96

Experience Investigators by 360Connext

APRIL 25, 2023

I’ve seen people put this into action by adding an empty chair to conference tables to “represent the customer.” Organizational culture is usually defined and communicated by founders and leaders, but it is also shaped and changed by employees. They don’t ask for feedback or provide avenues to hear ideas. It sounds great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. Enter the journey manager. The journey manager is an emerging role within organizations (My estimate is that there are about 1,000 individuals in this role across the world today.)

How To 120

How To Conference Culture Touchpoint 120

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Seaton CX

FEBRUARY 7, 2024

We’ve got three other teams in here doing process mapping,” an IT Manager told me, “I don’t know why we need you.” The busy IT Manager was worried about committing his people to the journey mapping project because he thought we were duplicating the effort of other process improvement projects. What is a Customer Journey Map?

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Daniel Group

JANUARY 25, 2024

Be alert to customer reactions: watch your customer’s reactions (laughter, positive/negative feedback, facial expressions, and body language. Our conference theme resonates directly with this aspiration, making it ideal for both CX program leaders and pivotal executives or managers in customer-centric roles in your organization.

Loyalty 52

Loyalty Guidelines Conference Culture 52

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Product Manager HQ.

Resources 80

Resources Management Conference Groups 80

SurveySensum

APRIL 1, 2024

It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience. This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately. Transparency is equally vital.

Brands 52

Brands Case Study Social Media Feedback 52

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Left: Staged photo to communicate vision. ” fame has faced similar challenges around growth. ” But now there are ways to tie individual customer’s feedback with the specific employees who served them.

Case Study 152

Case Study Airlines Conference Wait Times 152

ProProfs Chat

APRIL 15, 2020

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. That’s when we realized that as an organization, we need to work on the overall email management skills if we want to boost productivity levels.

Tips 69

Tips Trends Management Policies 69

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. You will get the feedback you need to succeed. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Few managers are good at providing clear goals and expectations.

Management 52

Management Leadership Conference Employee Engagement 52

Lumoa

AUGUST 23, 2021

Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

ClearAction

DECEMBER 30, 2017

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Start with the end in mind”, Tracie advises.

Survey 59

Survey Management Customer Centricity Analysis 59

ChurnZero

APRIL 22, 2022

When you become a ChurnZero customer, you’ll have a team of advocates with you from the start, including a dedicated implementation specialist for onboarding and a dedicated Customer Success manager to help you win. Our CS team collects, reviews and follows up on every piece of customer feedback, whether positive or negative.

Customer Success 98

Customer Success Roadmap Conference Feedback 98

Solvvy

APRIL 2, 2020

Most corporate offices are already equipped with a variety of communication software technologies so that teams can collaborate across departments. You can likely build out your knowledge base with existing content that you have already in your technical documentation, project management system, and emails. Focus on wellness.

Self Service 62

Self Service Management How To Knowledge Base 62

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Open Communication Definition. Open Your Door and Your Ears.

Culture 26

Culture Communication Multi-Channel Feedback 26

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. Designing a Customer Room and its Purpose.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

CSM Magazine

NOVEMBER 3, 2022

Reputation , the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. ” An experienced marketing leader, Liz has built and managed high-performing teams that deliver results across demand generation, communications, corporate events, field marketing and thought leadership.

Marketing 52

Marketing Leadership Conference Feedback 52

ImprintCX Articles

JULY 17, 2023

As integrators, CX leaders and teams must be knowledgeable about consumer behavior and what is happening in the marketplace in order to translate experience management into all functional areas and communicate the value of CX. In this model, cohorts and managers take time to educate their colleagues.

Culture 52

Culture Conference ROI Innovation 52

Kustomer

OCTOBER 22, 2020

As part of the reform, we decided, based on feedback from customers, we’re going to shift all our services from analog paper-based processes, into the digital age, so that we eliminate the need for a customer to physically have to visit our offices just to get a service,” said Chrappah. Drumond of Worthix , sees similar benefits.

Conference 52

Conference Self Service Sports CRM 52

Qualtrics

JANUARY 16, 2019

Market research conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Below are 10 market research conferences that you should check out for 2019. The Market Research Track at X4 Experience Management Summit. Date: March 5-8, 2019. Location: Salt Lake City, UT.

Conference 28

Conference Marketing Case Study Analytics 28

SurveySensum

MARCH 11, 2024

5 Tips for Fostering a Positive Employee Environment Tip 1: Continuous Improvement with Employee Feedback In any organization, employees are often the best source of insights and ideas for improvement. Employee feedback serves as a powerful tool for organizational growth.

Tips 52

Tips Culture Feedback Survey 52

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. In times of economic downturn, maintaining robust communication and support for the workforce is crucial. You’ll get 11 opinions.”

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

ChurnZero

MARCH 28, 2023

For a little while, customer retention is a manageable task with existing staff. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. Product feedback or feature requests. However, this isn’t scalable.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Daniel Group

JANUARY 30, 2020

It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Our clients that are the best at both listening to and acting on feedback are the ones who have superior experiences for their customers. Learn what you are missing at your company without a B2B Customer Feedback program.

B2B 52

B2B Conference eBook B2C 52

ShepHyken

FEBRUARY 9, 2018

The people over at Deputy compiled a list of customer service training tips and ideas that will help your company build brand advocacy: Communication is key. If you are not a great communicator, you will probably not go far in customer service. Show respect – Don’t multitask while communicating. Ask for feedback.

Customer Service Training 153

Customer Service Training Training Brands Customer Service 153