Quadient

SEPTEMBER 7, 2022

Quadient Leads in Omnichannel Orchestration & Journey Management: Aspire Leaderboard. Quadient appears in the Leaders' quadrant for Communications Experience Platforms (CXP), Vendor-hosted SaaS CCM, and AnyPrem CCM Software on the Aspire Leaderboard for 2022, with the default vendor rankings in place. Marissa Feigen.

Omni-Channel 52

Omni-Channel Customer Journeys Management Multi-Channel 52

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Gainsight

JULY 7, 2023

Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected. How Does the DCS Package Drive Cohesive Customer Journeys? Who’s the DCS Package For? Here’s how.

Customer Success 52

Customer Success Self Service Touchpoint Customer Journeys 52

Totango

FEBRUARY 8, 2021

the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We

Software 96

Software Company Analytics Customer Journeys 96

inQuba

SEPTEMBER 30, 2022

“We are particularly proud to have won this award for the second year in a row,” says inQuba Managing Director Trent Rossini, “because it recognises inQuba’s success as a partner which has developed its own software solution that works seamlessly with the Microsoft ecosystem of products and services.”

Telecommunications 52

Telecommunications Hospitality Financial Customer Journeys 52

Team Support

APRIL 23, 2024

TeamSupport, with its cutting-edge automation features, emerges as the guiding light for software support teams navigating these treacherous waters. Liberation from Repetitive Tasks The battleground of software support is strewn with the shackles of repetitive tasks.

Software 40

Software Customer Satisfaction Trends Innovation 40

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI.

Analytics 65

Analytics Training Travel Software 65

Gainsight

AUGUST 31, 2020

A focus on seamless handoffs and a smooth onboarding helps ensure a positive customer experience and results in a healthy and happy new customer. At Gainsight, we do this through our Journey Orchestrator. EdTech customers can combat competition by capturing as much wallet share as possible from their existing customers.

Trends 98

Trends Strategy Guidelines Conference 98

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties.

Communication 143

Communication Fashion Hospitality Financial 143

Think Customers

SEPTEMBER 22, 2023

Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer. A company is not “omnichannel” just because it is capable of interacting with customers across all channels.

Omni-Channel 52

Omni-Channel Contact Center Software Contact Center Social Media 52

Quadient

JULY 25, 2022

Choosing your Customer Journey Software: our best tips. It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? j.shah-thiel. Introduction.

Customer Journeys 52

Customer Journeys Software Tips Touchpoint 52

NobelBiz

AUGUST 28, 2023

Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Here’s a look at how to drive adoption with digital user journeys.

How To 52

How To NPS Effort Score Touchpoint 52

Kitewheel

DECEMBER 8, 2020

Why You Might Use a Customer Data Platform . Many marketers, cx professionals, and technology leaders are seeking smart ways to unify their customer data. The customer data platform, also known as a CDP, entered the market to try to answer this challenge. How CDPs Can Be the First Step To Full Journey Orchestration.

Data 52

Data Multi-Channel Call Center Customer Journeys 52

inQuba

APRIL 24, 2022

NPS is a method used to measure customers’ loyalty using a single survey question. The measurement is often cited in earnings calls and is linked to bonuses, and has long been considered the anchor of traditional Customer Experience (CX) programs. In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

Gainsight

NOVEMBER 22, 2019

Why Aren’t Customers Adopting Our Latest Release? Your colleagues in Marketing, Sales, and Customer Success (CS) are trained on the new release. The code is deployed and you’ve sent out email release notes to all of your customers. As a product manager for an enterprise software company, this scene is all too familiar.

Multi-Channel 80

Multi-Channel Customer Success Communication Software 80

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Organizations have been using this type of AI for decades.

Self Service 88

Self Service Software Analytics Examples 88

AWS Machine Learning

OCTOBER 13, 2022

At Amazon Search, we’re responsible for the search and discovery experience for our customers worldwide. In the background, we index our worldwide catalog of products, deploy highly scalable AWS fleets, and use advanced machine learning (ML) to match relevant and interesting products to every customer’s query. About the Authors.

Training 71

Training System Sports Software 71

inQuba

OCTOBER 18, 2021

Leading Customer Journey Management and Customer Experience (CX) software company, inQuba, has been announced as Microsoft’s ISV Partner of the Year, Industry Solution, Financial Services Industry.

Financial 52

Financial Industry Customer Journeys Software 52

Gainsight

AUGUST 10, 2023

When customers buy from you, a pact is created. It says: You’re not only committed to delivering your products or services, but also the positive outcomes the customer is seeking in their own business by leveraging that investment.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

Bizagi

FEBRUARY 25, 2020

Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work. To deliver services based on this automation, organizations need to orchestrate their complex operations through automated processes.

Banking 117

Banking Technology Insurance System 117

Vonage

JANUARY 30, 2019

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. From working harder to working smarter. Omni-Channel Design.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Gainsight

JULY 26, 2023

In the current market, a company’s future is increasingly being determined by its existing customers. As new business growth slows down, companies that retain and expand their customer base are poised to survive and beat the downturn. This is where digital user journeys come into play. Change over time.

How To 52

How To Effort Score NPS Roadmap 52

NobelBiz

AUGUST 14, 2023

The call center sector, constantly under pressure to enhance customer satisfaction and operational efficiency, finds a revolutionary ally in voicemail detection. Augmented Customer Journeys The ripple effect of a single negative customer experience can be far-reaching, with the potential to tarnish a brand’s reputation.

Contact Center Software 52

Contact Center Software Call Center Contact Center Training 52

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

AWS Machine Learning

NOVEMBER 21, 2023

The search bar is not just about finding a song; it’s about the millions of active users starting their personal journey into the rich and diverse world that Amazon Music has to offer. Delivering a superior customer experience to instantly find the music that users search for requires a platform that is both smart and responsive.

Training 82

Training e-support Software Case Study 82

Kitewheel

JULY 16, 2020

Kitewheel was honored that Cheetah Digital’s Patrick Tripp invited the president of our company, Mark Smith, to be a guest on a recent “Pulse” podcast , highlighting our new partnership and the importance of journey management. Data must drive us towards answering questions about the customer journey.

Analytics 52

Analytics Customer Journeys Brands System 52

Optimove

APRIL 28, 2022

The IDC MarketScape assesses the capabilities and strategies of popular enterprise software vendors and specialty CDP providers in serving the needs of retail and CPG companies worldwide across industry segments (food and nonfood retail). ” Give it up to customer-facing teams. For a complimentary copy of the report, click here.

Retail 40

Retail e-support B2C Analytics 40

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Jeanne Bliss, Customer Experience Expert and Best-selling Author.

Customer Experience 129

Customer Experience Touchpoint Interaction Customers 129

Quadient

AUGUST 11, 2022

But while concerns of economic uncertainty remain top of mind, the market for customers’ time, attention, and spending is becoming fiercely competitive, making 2023 the right time to transform your customer communications. Aspire Leaderboard: Create a Custom Vendor List Aligned with Your Criteria.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

Quadient

JUNE 6, 2022

Customer Experience—the Most Common Phrase in IDC MarketScape Cloud CCM 2022. What immediately caught my attention is the fact that the report uses the phrase, “customer experience” 48 times, with 22 occurrences in the Vendor Summary Profiles. Customer Experience Strategy listed as a key Quadient strength. Marissa Feigen.

Customer Experience 52

Customer Experience Omni-Channel User Experience Social Media 52

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

Kitewheel

AUGUST 3, 2020

Journey Analytics Drives Better Experiences. Customer experience is the key competitive battleground for businesses and marketers in particular. We’ve discussed the importance of journey orchestration, recently covered in The Forrester Wave report. Here are six reasons why Marketers should care about journey analytics.

Analytics 52

Analytics Customer Journeys Marketing Omni-Channel 52

Bizagi

FEBRUARY 17, 2020

While there are multiple ways to describe Robotic Process Automation (RPA), EY sums it up nicely as “the use of software that mimics human behavior to carry out repetitive, high volume administration tasks.” There are not any physical robots involved, the robots are in fact software. What are the benefits of combining RPA and DPA?

ROI 66

ROI eBook Customer Journeys Government 66

Optimove

OCTOBER 7, 2021

Well, with the right tech at your helm, it is really totally doable, and can lead to even more than 33% increase in customer lifetime value. To make it all work, it should always be unified to empower marketers to communicate with their customers effectively. Sounds simple? But it all starts with that “unifying your data” thing.

CRM 59

CRM Loyalty Data Marketing 59