Totango

MARCH 10, 2020

Stay Close to Your Customers . These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . Turn Customer Hopes into Personal Goals. Customer goals should become your goals, and they should guide your everyday actions. Training materials.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

OpinionLab

SEPTEMBER 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Here are five key learnings from the webinar: 1. There are three elements of a customer’s experience.

Customer Journeys 60

Customer Journeys Voice of Customer Interaction Touchpoint 60

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

Team HGS

OCTOBER 9, 2018

In fact, according to Nielsen, Americans spend five times longer in messaging apps than on voice calls. At our October 4 webinar , our own VP of Solutions and Capabilities, Mandeep Kwatra, shared how to make the most of these newer channels to create a seamless customer experience that improves CSAT and retention.

Touchpoint 40

Touchpoint Contact Center Government Customer Journeys 40

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Strategy 62

Strategy Effort Score B2B Customer Success 62

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Qualtrics

NOVEMBER 6, 2019

“We had some departments who were trying to conduct voice of customer programs through surveys and other feedback , and there were others that weren’t. From there we could better understand the customers end-to-end experience.”. Join the Webinar. Our remit was to try and bring that all together and close any gaps.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

SmartKarrot

JULY 28, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer Success 19

Customer Success User Experience Roadmap Video 19

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Thematic

JULY 3, 2018

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 59

Voice of Customer How To NPS Fashion 59

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

Metrics 260

Metrics NPS Infographics Effort Score 260

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. A: The ultimate health score for the customer journey is customer lifetime value (LTV).

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Acknowledge any issues and offer solutions.

Net Promoter Score 104

Net Promoter Score How To NPS Effort Score 104

Oracle

JANUARY 30, 2020

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. You can also check out the full panel webinar.

Contact Center 40

Contact Center Omni-Channel How To Social Media 40

Second to None

MARCH 26, 2018

The word ‘consumer’ is transactional, cold and lends itself to single customer journeys with singular purchase goals and funnels. On the other hand, the word ‘customer’ suggests a 360 view of an individual who has more complex needs. Our solutions are developed on the basis of solid research and statistical science.

Consumers 54

Consumers How To User Experience Brands 54

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar. Where is telcos heading in 2023? .

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101