InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics.

Tips 493

Tips ROI Metrics Touchpoint 493

Alida

SEPTEMBER 20, 2018

Most businesses, for instance, haven’t taken the time to map out and understand the customer journey. In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. We received many questions from the webinar—some of which we didn’t get to.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Totango

JULY 22, 2022

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. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 101

Communication NPS Case Study Metrics 101

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Strategy Metrics Customer Retention 126

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. She’s dissected and painstakingly diagrammed each one.

ROI 52

ROI Metrics Chief Customer Officer Return on Investment 52

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. Digital: Set up consistent journey metrics (e.g.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. ’ Journey Mapping.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Experience Investigators by 360Connext

MAY 12, 2020

Your customers will need more help as they navigate these breakdowns. Related: COVID-19 Makes Journey Mapping More Important Than Ever. Getting your executive team or other decision-makers on board with customer experience right now has some unique challenges. We need to focus on sales, not customer experience.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. Joe Kuhn: The vast majority of business applications for Conversational AI revolve around customer journeys that require specific transactional outcomes. ROI: The Golden Metric Q. So, let’s dive right in!

Interaction 62

Interaction ROI Return on Investment Contact Center 62

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

Experience Investigators by 360Connext

APRIL 7, 2020

” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Clear, communicated expectations are critical right now. ” What was motivating your drive to be customer-focused before all these changes hit? Clear, communicated expectations are critical right now.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Keep thinking you know what their journey is like. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ChurnZero

FEBRUARY 28, 2020

Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. The metrics that are appropriate for your organization will serve as your compass. What are the right call center agent performance metrics to monitor? And second, how well the agents are performing.

Metrics 52

Metrics Contact Center Management Call Center 52

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

ChurnZero

APRIL 8, 2020

Consider building an onboarding journey in your Customer Success platform as well as incorporating an onboarding flow into a community-driven knowledge base. . ? Speak to your customers—regularly. An online community allows you to: Stimulate multi-way communication between, and amongst, your company and your users.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

NICE inContact

JANUARY 22, 2019

For years, many call center managers have focused on performance and efficiency metrics like total calls, hold times, handles times, cost per call, etc. The first question being are we measuring the right things and the second question is how effective are we in communicating results to business leaders? Here is a quick example.

Contact Center 136

Contact Center Report Call Center Metrics 136

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. The idea that CS can own the entire customer journey is both unrealistic and outdated. Here are three insights I took away from TSIA.

Sales 107

Sales Marketing Sports Customer Journeys 107

Gainsight

JUNE 13, 2024

You dialed in your value proposition: Just like your Product team defines selling points and benefits to drive adoption, any promotional efforts must include messaging that clearly articulates the value of your academy i.e., what’s in it for your customers? Once they’re bought into their academy, you can ask for their help promoting it.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Totango

AUGUST 8, 2021

We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. Offer Relevant Communications. Build a Customer Community. Create a Cross-Functional Customer Journey Team.

Software 118

Software Customer Engagement Customer Success Engagement 118

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 117

Customer Success How To Metrics Customer Journeys 117

CSM Practice

MAY 13, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128