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

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Strategy 80

Strategy Customer Journeys Customer Experience Government 80

delighted

DECEMBER 14, 2020

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

VDS

JULY 20, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview. About Renee Cacchillo. Additional, she leads the strategic direction of Safelite’s technology team.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Gainsight

APRIL 23, 2019

On May 21-24, over 5,000 growth-focused SaaS professionals will meet in San Francisco for four days of education, inspiration, and connection. Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences.

Tips 49

Tips Management Roadmap Conference 49

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. Most importantly, It also tells the likelihood of the customer turning into a long-term user. This is where a SaaS Customer Engagement model as an organizational process comes into the picture.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Engagement 59

West Monroe

DECEMBER 21, 2021

Aligning on an enterprise-wide definition of constituent experience. Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one. Some key actions include: Be digital. Revisit the enterprise architecture blueprint.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

SmartKarrot

OCTOBER 8, 2020

Customer growth is one of the key goals for SaaS companies. It is not only important to grow your customer but also to retain them for the long-term. After all, a growing customer base ensures the sustainability of a business while keeping it on a growth trajectory. Customers are the lifeblood of any business.

How To 10

How To Customer Success Competitive Advantage Customer Centricity 10

SmartKarrot

MAY 27, 2020

Other than products and services, customer experience is the prime factor that will set you and your company apart from your competitors. Today, the customer holds the card and not the seller. And thereby, customer success carries a significant amount of weightage. Option for automation of customer success activities and plans.

Software 10

Software Omni-Channel Customer Success Tips 10

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. Their job role includes working on behalf of the customers daily. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch. Aly Habib, Director of Customer Experience, Indochino. I definitely agree with that.

Video 40

Video Roadmap Innovation Customers 40

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model? Still not enough?

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

West Monroe

JUNE 20, 2022

To improve transparency and monitor multi-site operations, some DSOs are linking data and workflows through a custom data hub or enterprise data warehouse. Customer centricity and the expanded healthcare value chain. Key trends. Wearables and remote monitoring are introducing diagnostic and predictive tools into everyday routines.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

To improve transparency and monitor multi-site operations, some DSOs are linking data and workflows through a custom data hub or enterprise data warehouse. Non-traditional healthcare companies, which have long invested in omnichannel retail experiences, naturally leapt ahead on the strength of their customer service models.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

To improve transparency and monitor multi-site operations, some DSOs are linking data and workflows through a custom data hub or enterprise data warehouse. Customer centricity and the expanded healthcare value chain. Key trends. Wearables and remote monitoring are introducing diagnostic and predictive tools into everyday routines.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40