inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important?

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

Forrester's Customer Insights

MARCH 9, 2021

In Forrester’s recently published report, “The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021,” we evaluated the 14 most significant ones — 6Connex, Bizzabo, CadmiumCD, Certain, Circa, Cvent, Hubb, Intrado, Kaltura, meetyoo, ON24, RainFocus, Splash, and SpotMe — against 28 criteria.

B2B 32

B2B Marketing Management Survey 32

Forrester's Customer Insights

MARCH 25, 2020

It’s a rough time to be planning or managing a large, in-person event. The COVID-19 virus has made canceling or delaying customer gatherings, seminars, conferences, and trade shows of any size essential. Marketers and sellers rely on events to support campaigns that generate […].

Conference 52

Conference Innovation Technology Marketing 52

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Forrester's Customer Insights

SEPTEMBER 29, 2021

Today, data management has become highly complex because of data explosion, data distribution across on-premises and multiple clouds, demand for real-time data and growing compliance mandates. The good news is that new and emerging technologies are automating data management functions to simplify and accelerate business initiatives!

Data 26

Data Strategy Management Technology 26

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. 20:20 Customer Experience Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Customer experience is a natural motivation with richest meaning for employee engagement.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. Instead, I would prefer that researchers, product managers, and designers are all collaborators in the product design process. 3 Career Lessons From A Customer Insights Professional.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Events connecting CX and the Global Industry Experts . Discussion Boards.

Customer Experience Professionals 153

Customer Experience Professionals CEM Customer Experience Customer Experience Management 153

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Host Internal Events. by Sam Frampton.

Customer Insights 40

Customer Insights How To Customer Centricity NPS 40

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA hat über 4’500 Mitglieder in 70 Ländern weltweit und wächst stark weiter.

Customer Experience Professionals 155

Customer Experience Professionals CEM Customer Experience Customer Experience Management 155

SurveySparrow

JULY 26, 2020

Subscription management is no easy process, isn’t it? Gathering customer details, generating invoices, collecting payment and a lot more. Now you can’t keep updating your spreadsheet with the details of hundreds of your customers manually. What you need is a robust subscription management software. Profitwell.

Software 52

Software Self Service Management B2B 52

Forrester's Customer Insights

NOVEMBER 29, 2021

First line sales managers will be working day in and day out with reps. So, to ensure that the knowledge and skills just learned at sales enablement training events stick, it’s critical that you enable FLSMs to coach and inspect their teams and help reps put into practice whatever the newest competency may be.

Sales 26

Sales Training Management 26

Calabrio

FEBRUARY 26, 2021

To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service.

Analytics 130

Analytics Innovation Contact Center Analysis 130

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! A: Everybody.

Management 52

Management How To Strategy NPS 52

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers. Yes, it’s cheesy but very true).

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. They have responsibilities of both people management and project management.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. The goal, however, is to meet customers wherever they are and on their terms.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tabitha Dunn guest speaker for ECXO announced.

Chief Customer Officer 98

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

Alida

MAY 16, 2018

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. The evening revealed how some of the world’s biggest brands are integrating customer feedback into every decision. I included some highlights below.

Groups 154

Groups Advertising Customer Insights Brands 154

Lumoa

AUGUST 5, 2022

The Impact of Global Events on the Retail Industry. This next-generation customer insights platform can analyze hundreds of thousands of reviews, enrich the data through your own unique variables, and make this information accessible to the right stakeholders.

Retail 208

Retail Feedback Trends Consumers 208

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Lumoa

JUNE 14, 2023

Such a personalized touch helps customers feel valued and appreciated, likely contributing to the high NPS scores that Starbucks has consistently enjoyed for many years. So, if you want to take your NPS from negative to positive, start by taking cues from these customer service superstars.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem.

Multi-Channel 114

Multi-Channel Customer Success Omni-Channel Software 114

Forrester's Customer Insights

SEPTEMBER 27, 2023

ASIS International, the largest membership organization for security management professionals, brought the 2023 Global Security Exchange (GSX) to my hometown of Dallas, Texas. The main attraction of this premier physical security event was the keynote delivered by the 43rd President of the United States, George W.

Management 51

Management Trends 51

Forrester's Customer Insights

SEPTEMBER 13, 2023

One of Forrester’s best practices for managing insider risk is to turn your employees into advocates for the program. Get five tips for how to do that in this preview of our upcoming Security & Risk event in November.

Tips 61

Tips Management How To Data 61

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Telecom Customer Journey and Experience Management Explained. Content Personalization and Customer Engagement. The Impact of COVID-19 on Telco CX. Sales and Revenue.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

SurveySparrow

MAY 3, 2024

Let’s see the reasons why customers consider SurveySparrow to be one of the Salesforce survey tools. Trigger Surveys Based on Salesforce Events Let’s say you want to automate a satisfaction survey after customer interaction with the support team. Automate surveys every time an event occurs in Salesforce. #4.

Tools 52

Tools Survey Analysis Feedback 52

Gainsight

MARCH 8, 2022

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . Important key benefits include: . See More from Evolve.

NPS 98

NPS Effort Score Leadership Sales 98

Forrester's Customer Insights

OCTOBER 21, 2020

The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but move beyond them.

Management 28

Management Meeting Financial Innovation 28

LiveChat

NOVEMBER 13, 2018

You may think that being a Customer Success Manager is a piece of cake. A cherry on top even, after years of working in customer service. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. Customer Success Manager’s skills. Is it though?

Customer Success 54

Customer Success Management Measurement Customers 54

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. Next-generation loyalty programs also integrate social loyalty elements.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Transformational programs do not have an end date.

Customer Experience 248

Customer Experience How To Culture Groups 248

customer sure

NOVEMBER 27, 2023

Guy Letts, CEO of CustomerSure, said: “As an organisation, we’ve not focused too much on industry accolades in the past as we’ve always been too busy building our offering and delighting our customers. We really enjoy working with the team and look forward to continuing our work together and all the potential successes this may bring.”

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62