Gainsight

JUNE 9, 2021

The end of this part of the keynote came with a fantastic reveal: a new study is being released today on the subject of retention, and how it affects value, and revenue of publicly traded companies. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success ROI Trends 98

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. up to a 5% reduction in customer churn. 20% of customers were more likely to extend their contract.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Wootric CX Blog

FEBRUARY 14, 2019

She helps clients achieve smart profit growth through product and price optimization based on deep customer insights and has managed engagements and projects in a wide range of industries like telecommunication, retail, software, transportation, and high-tech. Why we love Rachel: She’s the Director of Customer Experience at Zuora.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. Megan Germann – CCXP, Author, Voice of the Customer Advocate.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Matters

APRIL 7, 2015

Our mission to provide customers with the best insights possible empowers each of our employees, regardless of their role in the company, to continually think of new ways to improve the customer experience. While this customer-focused philosophy is evident in our work culture, it’s also at the core of each of our products.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120