TechSee

APRIL 3, 2018

Customer success – Gainsight. Ensuring the customers achieve the goals they were aspiring for when engaging with your product or service is a surefire way to keep them happy. Listening to the customer and analyzing their needs is critical to providing spot-on solutions that will ensure success.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Gainsight

APRIL 22, 2021

New geographies, products, verticals, and channels may mask this effect, but it’s still undeniable and real. And given our role in Customer Success, we’ve seen the analytics close up of most major cloud businesses. For Gainsight, our multi-product Customer Cloud strategy became an extensive part of our acceleration strategy.

Multi-Channel 120

Multi-Channel Leadership Marketing Culture 120

SmartKarrot

FEBRUARY 17, 2022

Going by the definition accepted in the market, a Chief Omnichannel Officer is the executive responsible for integrating various contact centers and customer technologies to provide an ‘omnichannel’ experience to customers rather than the ‘multi-channel’ experience they have been getting traditionally. .

Omni-Channel 10

Omni-Channel Chief Customer Officer B2B Multi-Channel 10

GlowTouch

JULY 2, 2020

Treat Chat as A Personalized Channel. If a customer wanted to resolve their issue impersonally, they would use a less personal customer service method, such as your client’s help documentation. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

SmartKarrot

AUGUST 25, 2020

Customer self-service channels allow customers to resolve issues on their own without having to call customer support for help. This reduces the number of customer support tickets your team must process. Not only will this enhance customer satisfaction, but also improve site traffic and cut down churn rates.

Self Service 10

Self Service Omni-Channel Multi-Channel How To 10

SmartKarrot

MAY 20, 2021

The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days. 73% of the customers switch between an average of 4 channels during their purchase journey before they freeze their pick.

Omni-Channel 11

Omni-Channel Customer Experience Multi-Channel Social Media 11

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. After you take these actions, you measure the response to your improvements and determine the success of your efforts.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JUNE 30, 2020

CEM leads to understanding your customers so well that you can provide them with a completely personalized experience. To provide that deep level of personalization requires analytics and insights from a wide array of touchpoints and channels. Consolidated data provides a singular view of a particular customer. Wrapping Up .

CEM 10

CEM Multi-Channel Advertising Analytics 10

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” Is that message being delivered to that customer?” Tell us a little more.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Kustomer

OCTOBER 4, 2021

I think what it is, in the industry, there was kind of three elements that were distinct for so long, and I would say over 20 years where we had channels in the contact center. So they can jump around and have that seamless experience of the true sense of knowing who that customer is. Vikas Bhambri: (05:12).

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Kustomer

FEBRUARY 25, 2022

Businesses are realizing that customers want an experience across different channels. Tellingly, they want that customer experience to be consistent too. Creating a seamless, harmonious customer experience strategy with single-channel purchasing was a simpler task for most brands.

Multi-Channel 105

Multi-Channel Omni-Channel Touchpoint e-support 105

Kustomer

DECEMBER 21, 2021

Businesses are realizing that customers want an experience across different channels. Tellingly, they want that customer experience to be consistent too. Creating a seamless, harmonious customer experience strategy with single-channel purchasing was a simpler task for most brands.

Customer Experience 98

Customer Experience Multi-Channel Omni-Channel Touchpoint 98

Thematic

JULY 13, 2022

A customer of ours is a large multi-national telco in Europe. For the past 5 years, they've been a customer of Thematic. Most companies receive customer feedback through a wide range of sources, both internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media).

Feedback 71

Feedback Analytics Analysis Multi-Channel 71

GlowTouch

SEPTEMBER 17, 2019

The Preferred Channel by Customers, Exceptional ROI for Companies. We wanted to provide a simple approach that explains the value of chat to customers and companies. Clearly, chat is the preferred channel for customers, because it’s quick and easy. The Best Channel for Customers. About GlowTouch.

ROI 73

ROI Company Multi-Channel Return on Investment 73

LiveChat

JUNE 26, 2018

Cloud-hosted unified communication solutions have come up with genuine ideas towards customer success. Unified communication is about being accessible on various platforms that customers use to communicate. It comprises every possible channel such as email, voice, data, video and conferencing on a single platform.

Communication 59

Communication Trends Multi-Channel Contact Center 59

Kustomer

JUNE 24, 2021

I mean, I would say from a customer experience perspective, people are almost down to the interaction, right? Every time we have a conversation in the contact center where we’re reaching out with some sort of CSAT survey, we’re analyzing that conversation, et cetera. Quick thoughts on the channel aspect of it?

B2C 87

B2C Tips B2B Interaction 87

Kustomer

JUNE 24, 2021

I mean, I would say from a customer experience perspective, people are almost down to the interaction, right? Every time we have a conversation in the contact center where we’re reaching out with some sort of CSAT survey, we’re analyzing that conversation, et cetera. Quick thoughts on the channel aspect of it?

B2C 59

B2C Tips B2B Interaction 59