Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. Ready for more?

Customer Journeys 40

Customer Journeys Analytics CEM Banking 40

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

MARCH 17, 2020

And as leadership teams work to put together remote working plans and the infrastructure required to support that, they are looking for ways to determine what’s really important right now. Here are a few ideas for those leaders who are looking for ways to keep the customer experience momentum going in these uncertain times.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

SuiteCX

APRIL 13, 2017

One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Should it be a simple/agile exercise or a deep study?

Customer Journeys 100

Customer Journeys Exercises Video Study 100

Gainsight

FEBRUARY 15, 2024

We’re starting 2024 with a new webinar series jam-packed with best practices and strategic insights proven to help customer education teams get their programs off the ground. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

inQuba

AUGUST 27, 2020

Customer Journey Analytics and Orchestration with Big Data and AI. Please register and we’ll ensure you receive the webinar material shortly thereafter. Do you have any queries about the webinar? The post Score 100 for CX in The 90% Economy webinar appeared first on inQuba. Upendra Dharmadhikary.

Customer Journeys 80

Customer Journeys Consulting Customer Retention Meeting 80

CSM Magazine

JUNE 29, 2022

Through our partnership with Reuters Events, we are excited to bring you an exclusive invitation to join the next webinar in their CX & Marketing Leadership series on July 13 th ! In the digital age of convenience, frustration is often compounded at this critical point in the customer journey.

Hotels 52

Hotels Rewards Programs Banking Consumers 52

ClientSuccess

DECEMBER 7, 2021

Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. Make the most of your customer survey strategy.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. There are places in the customer journey you know aren’t working. Make 2015 the year to fix them.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

AUGUST 9, 2017

They do their research, read the blogs, and the books, and even attending some webinars. They begin to see this customer experience thing as more than what they originally thought it was. CX Strategy by Journey Mapping. Journey mapping is the answer! I’m a big believer in mapping the experience.

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Journey mapping is a valuable ongoing exercise but it’s not enough.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience. There is of course….

Leadership 52

Leadership Customer Journeys Course Exercises 52

Experience Investigators by 360Connext

MAY 20, 2015

Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Customer experience is a new department , focus or strategy and leaders need a resource.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ClientSuccess

JANUARY 5, 2022

Let the new CSM know about the change once you’ve determined this on a leadership level. This is when both parties discuss the customer in great detail – including their entire customer journey map, tribal knowledge, etc. – eBook: CSM from the Trenches: Implementing Customer Success.

Customer Journeys 68

Customer Journeys eBook Leadership System 68

ECXO

AUGUST 2, 2023

In this session, you will learn: A new framework for leadership How to apply self-leadership Conversations that drive results Articulating your own Value (executive presence and influence capital) BIO: Andrew Bryant is a Globally recognized author and expert on Self-leadership and Leadership.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

InMoment XI

APRIL 13, 2022

Let’s say your organization leadership is focusing in on NPS—where you are, what drives it, and so on. Like, “what are the best practices to make sure you’re appropriately capturing feedback across the customer journey?” Check out this infographic! That approach is equatable to killing a mosquito with a sledgehammer.

Metrics 260

Metrics NPS Infographics Effort Score 260

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. Your Presenter. Request a ClientSuccess demo.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Experience Investigators by 360Connext

FEBRUARY 12, 2015

There are real and unique challenges with tracking the customer journey for SaaS organizations. While other types of organizations, like consumer packaged goods, also might never interact directly with customers, they might have an easier time identifying them and understanding how they use their products.

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

Gainsight

JUNE 3, 2021

The key to driving Executive alignment is understanding and utilizing the Chief Customer Officer (CCO) role, and that is what you will find in Gainsight’s Eight Great Playbooks. “To To best understand and conceptualize how the CCO should optimally interact with Sales, you must remember that the CCO owns the entire customer journey.”.

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. If you missed the webinar, you can watch it on-demand. Marley Wagner , Sr.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ClientSuccess

AUGUST 8, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. As customers, we want our lives to be improved.

Chief Customer Officer 123

Chief Customer Officer Case Study Airlines Customer Service 123

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ClientSuccess

AUGUST 28, 2020

Being able to quickly pivot to help customers reach their goals – even if these are new goals established very recently – is key in stopping potential customer churn in its tracks. A dedicated customer churn platform gives CSMs the flexibility and insight they need to successfully change customer journey maps mid-program.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Some of the key takeaways from the webinar included: .

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

Education Services Group

OCTOBER 25, 2022

Q: Any advice for CS leaders as they’re talking about churn to their leadership teams? I want to take accountability where we can, and show ownership of what we can do better, but honestly a lot of the churn is because customer budgets got cut… not a lot we can control there. Is Engineering building a stable, reliable product?

Customer Success 52

Customer Success Customers Sales Marketing 52

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Peter Lavers

JUNE 4, 2018

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation. Please click here to sign up to the webinar, which starts at 4pm UK time. . . . .

Omni-Channel 40

Omni-Channel Retail Multi-Channel Groups 40

NICE inContact

MARCH 26, 2019

Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies Customer Centricity 152

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. The idea that CS can own the entire customer journey is both unrealistic and outdated. Here are three insights I took away from TSIA.

Sales 107

Sales Marketing Sports Customer Journeys 107