ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. is CX Annuities.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Talkdesk

JANUARY 2, 2020

Process Orchestration: support for more and more complex and personalized customer engagements. Employee experience powers the customer experience. ” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today.

Report 66

Report Self Service Customer Service Contact Center 66

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Experience Investigators by 360Connext

JANUARY 5, 2021

And being customer-centric isn’t reserved just for the customer support or customer success teams. It is a guiding factor in how to hire, evaluate, and encourage employees. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Team HGS

AUGUST 13, 2019

The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela. Takeaway One: Where does the customer journey start? Start with experience. . The answer is: create great CX.

Management 40

Management Conference Average Handle Time Contact Center 40

Experience Investigators by 360Connext

JUNE 30, 2020

Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. There’s a sense of humility about how little we can predict about the future of experiences. Related: View all the replays from SAPPHIRE here.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. There’s a sense of humility about how little we can predict about the future of experiences. Related: View all the replays from SAPPHIRE here.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Kustomer

JUNE 17, 2021

A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways.

Sales 99

Sales Employee Experience NPS Banking 99

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

ClearAction

MARCH 22, 2024

.” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success. Far out in front means current Customer Success practices are nowhere near what it takes! How do you influence companywide?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Kustomer

OCTOBER 4, 2021

So, how do employees attain all of this and how can leaders create an environment that enhances these important aspects of CX? Dan explains: If you go look at it, customer support has one of the highest turnovers of any job in any company. I appreciate that, Dan. The second was obviously ticketing or case management.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

SEPTEMBER 13, 2022

You can add every source of feedback into Thematic: internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). Text analytics approach: Chattermill uses predefined taxonomies focused on common customer success issues. What data sources are supported?

Analytics 71

Analytics Software Self Service Analysis 71

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ProProfs Chat

DECEMBER 14, 2018

If you integrate help desk software into your customer support team it will: help the agents to provide a fast service. Help desk software will help the customer service agents to provide a better customer service and improve the quality of the employee experience. Also, let customers help themselves.

Software 94

Software Knowledge Base Net Promoter Score Effort Score 94

Kustomer

JUNE 24, 2021

Many brands have the tools in place to sense customer tone and behavior, so why is it that these tools don’t exist for employee sensing, when the employee experience (EX) is just as important as the CX ? I mean, I would say from a customer experience perspective, people are almost down to the interaction, right?

B2C 87

B2C Tips B2B Interaction 87

Kustomer

JUNE 24, 2021

Many brands have the tools in place to sense customer tone and behavior, so why is it that these tools don’t exist for employee sensing, when the employee experience (EX) is just as important as the CX ? I mean, I would say from a customer experience perspective, people are almost down to the interaction, right?

B2C 59

B2C Tips B2B Interaction 59