Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Heart of the Customer

JULY 24, 2023

Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. At Heart of the […] The post The Competitive Advantages to Partnering with Heart of the Customer appeared first on Heart of the Customer.

Competitive Advantage 78

Competitive Advantage Roadmap Customer Journeys Financial 78

CSM Magazine

NOVEMBER 25, 2019

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Report 91

Report Trends Customer Success Self Service 91

Gainsight

JULY 25, 2022

As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers. . SaaS companies in particular are asking themselves how to prevent churn and keep their customers happy. Your product drives customer outcomes and value . They rely on your product.

Strategy 64

Strategy Customer Success Roadmap Consulting 64

SurveySensum

DECEMBER 21, 2023

But, how to avoid bad reviews and leverage social media as a robust customer feedback tool to create a great online presence for your brand? Understanding Negative Reviews Did you know that 13% of dissatisfied customers will tell around 15 people about their negative experiences? Here are some effective strategies to achieve that: 1.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

Strativity

MARCH 6, 2020

Throughout Strativity’s 17+ years, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Learn More: 7 Tips to Unite Your Team Around Customer Experience Strategy.

Consulting 52

Consulting How To Roadmap Leadership 52

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Improved Customer Satisfaction: According to a Gallup study, companies with satisfied and engaged employees have 20% more sales.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Strategy Roadmap Consulting 56

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. When it comes to customer experience , the first thing to agree upon is just who exactly is the customer? Creating a shared vision among the entire C-team is an absolute must.

Strategy 116

Strategy Customer Experience ROI Sports 116

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience Self Service Customer Journeys 77

Confirmit

JULY 23, 2018

Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Develop action strategies and establish accountability.

Consulting 40

Consulting Roadmap Interaction Engagement 40

Confirmit

JULY 23, 2018

Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Develop action strategies and establish accountability.

Consulting 40

Consulting Roadmap Interaction Engagement 40

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Chadwick Martin Bailey

NOVEMBER 16, 2018

We're pleased to welcome Brenda Ng as Vice President of Strategy and Account Planning. Prior to joining CMB, Brenda was the Founder and Principal of The Trio Group, a Seattle-based consulting firm, where she built strategic roadmaps to develop, launch, and sustain products and initiatives for clients like Amazon, Sonos, and Qualcomm.

Strategy 40

Strategy Roadmap Consulting Groups 40

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

One Millimeter Mindset

JANUARY 25, 2023

Learning new stuff happens outside the boundaries, and between the lines, of formatted sales and customer service scripts, as well as project management templates. Want to create your professional roadmap to increased collaboration? Stop holding yourself back from moving forward, one millimeter at a time. Contact me here. Together. |

Consulting 88

Consulting Innovation Roadmap Leadership 88

Innovative CX

MARCH 24, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Bad customer service is our new normal?

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Thematic

JUNE 9, 2022

Is your company getting the insights they need from customer feedback? Building a story from customer feedback is a critical skill you need to learn, especially if you're responsible for delivering insights across your company - on a regular basis, ad-hoc, or for specific projects. Your data is good. You've done your analysis.

Feedback 62

Feedback How To Roadmap Analysis 62

Gainsight

OCTOBER 14, 2022

Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. This series is also hosted by Tim Van Lew, Director of Customer Success Strategy at Gainsight.

ROI 52

ROI e-support eBook Roadmap 52

CX Journey

AUGUST 15, 2018

And do you use it in your customer experience transformation efforts? One of the my favorite tools available to develop and to tell the customer story is journey mapping. It's a fun interview during which he attempts to coax out of me what the catalyst was for this customer experience consulting career - and more!

Customer Journeys 90

Customer Journeys Transportation Roadmap Connections 90

Think Customers

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

SurveySparrow

MARCH 26, 2021

Having a go-to-market strategy ensures that you have made your launch foolproof, well, at least to a large extent. What is go-to marketing strategy? A detailed plan created to launch a product to the market is called a go-to marketing strategy. Who is responsible for go-to marketing strategy? You do not want that.

Strategy 52

Strategy Marketing Advertising Airlines 52

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience.

Transportation 129

Transportation Industry Management Guidelines 129

Aveus

MAY 18, 2021

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. Even before this change, customer experience measures had been part of the Stars equation for years, “with roughly $15.1 By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Pretium Solutions

MAY 3, 2023

Consult with industry experts, accountants, or financial advisers to ensure your projections are grounded in reality. When you don’t have an understanding of market trends, customer needs, and competitive landscape it is difficult to create a compelling and realistic sales proposition for your customers.

Analysis 52

Analysis Financial Roadmap Consulting 52

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Discover how to rapidly increase maturity for urgent modern priorities of trust, value, respect, and values. Fine-tune your wisdom in data quality, analysis, presentation, and use in business.

ROI 52

ROI Video Government Leadership 52

Innovative CX

JUNE 22, 2021

Despite what industry experts may profess, customer experiences aren’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. No consultants. We want it in stock.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

Amity

APRIL 15, 2016

Many customers who use SaaS products follow the same path. This concept of continual development is described as “business model maturity” because the customer evolves or matures as they use your product. So how do customer success teams expand a customer’s use of a product?

Strategy 56

Strategy Roadmap Exercises Customer Success 56

Zeisler Consulting

JUNE 16, 2022

I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of active hours,” as if a self-employed consultant has such things. This is a very straightforward case of a brand choosing explicitly not to address what its Customers want.

Roadmap 72

Roadmap Consulting Software Brands 72

West Monroe

MARCH 14, 2024

by overhauling its digital customer experience, demonstrating the power of technology to drive efficiency and new revenue streams. At West Monroe, we're not just consultants; we're partners dedicated to helping our clients navigate this complex landscape and achieve sustainable success. Our efforts led to a 2.5x

Data 40

Data Banking ROI Financial 40

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Matt Kearns , Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

West Monroe

JANUARY 24, 2023

These factors fueled a rush to acquire market share and new customers, with shareholders placing a heavy emphasis on growth over profitability. Maximize revenue growth through the existing customer base In parallel with trying to expand their customer base, software companies need to double down on existing customers to drive revenue growth.

Company 52

Company Software Strategy Leadership 52