Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Alliance by IFS

OCTOBER 8, 2015

Astea International has released a new white paper, Mobilizing Field Service Management , that outlines the benefits of mobilizing field service, and tips for creating a mobilization strategy that can incorporate emerging technologies. For more information, you can download the white paper here.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson. The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director.

Loyalty 52

Loyalty Travel Fashion CRM 52

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Sales 100

Sales Loyalty Communication Contact Center 100

Comm100

APRIL 6, 2020

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Omnipresent . Here’s how: .

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. The efficiency of a CRM strategy can significantly influence the overall performance of a contact center.

Call Center 59

Call Center Self Service Software Contact Center 59

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey? Did you like this blog post?

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 64

Communication System Analysis Software 64

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 53

Communication System Analysis Software 53

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 103

Software Customer Engagement Engagement Social Media 103

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Financial 46

Financial Government Banking Policies 46

Hero Digital

OCTOBER 5, 2019

Below, you’ll find our five-step process for identifying key customer insights, untangling the buyer’s journey, and building full-funnel B2B messaging strategies. do your target customers look to for information? How many touchpoints—the places your target customers engage with you—are you reaching?

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

SmartKarrot

DECEMBER 2, 2020

A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. Sue Duris, Director of Marketing and Customer Experience, M4 Communications.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. What is digital customer experience excellence? .

Customer Experience 229

Customer Experience Omni-Channel Chatbots Social Media 229

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Conversion: freemium users convert to paying customers. Onboarding: customers complete the set-up process to begin using their purchase and deriving the value they paid for. B2B Customer Journey Analysis.

Customer Journeys 117

Customer Journeys B2C B2B e-support 117

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 156

Social Media Examples Customer Service Tips 156

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

Avaya

JANUARY 29, 2019

Does your customer experience keep your customers coming back for more and telling their friends about their positive experiences? With more than 5,000 customers across the world, Avaya IX Workforce Engagement has been helping organizations transform employee and customer engagement since 2010.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting CRM System Interaction 100

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B.

Customer Experience 100

Customer Experience eBook Customers Meeting 100

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. Customer loyalty thrives on asking for and offering feedback.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. You can track customer health and take steps to increase customer satisfaction.

Tools 71

Tools CRM Analytics Advertising 71

ChurnZero

SEPTEMBER 30, 2021

Q: What are examples of low-touch versus high-touch strategies? A: A low-touch strategy can be something like WalkMe, Cast App, and Pendo. So, you want to make sure that you’re rolling out these low-touch strategies. Q: How long does it take to implement a Customer Success Operations role or strategy?

Customer Success 52

Customer Success How To Effort Score Sales 52

Magellan Solutions

SEPTEMBER 28, 2017

A clear vision, strategic planning, and proper execution are critical in ensuring your content marketing works according to its purpose: consistently valuable content that engages your customers to take action. Here are three reasons why content marketing is an effective B2B lead generation strategy: B2B lead generation is targeted.

B2B 60

B2B Strategy Marketing B2C 60

SurveySparrow

MARCH 30, 2021

You have to understand your customers’ preferences, feelings, and attitudes. Market research is the core of your every successful business strategy. It’s the one and only way to get a deeper knowledge about your customers, competitors, and most importantly, your employees. . White papers. Infographics.

Marketing 52

Marketing How To Chatbots Survey 52

Avaya

MAY 20, 2019

When thinking about Workforce Engagement , what comes to mind? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more. As partners for nearly 15 years, Avaya and Verint represent the best of what customer engagement leaders can do (Avaya being No. Stop by our booth to engage and learn!

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Bold360

MARCH 23, 2017

The Age of the Customer is upon us, and with it, the sources of power for businesses have changed. Your own power as a company now comes from engaging with empowered customers, making the key contenders in this decade businesses like Facebook and Apple who have always encompassed the connection to customer experience within their brand.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Amity

FEBRUARY 10, 2017

That’s when I had the opportunity to work with such Customer Success luminaries as Paul Teshima, Chad Horenfeldt, Jocelyn Brown and Kia Puhm. It was a transformational period for me because I realized that with authentic engagement, intelligence, and technology you can scale this kind of thing.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145