ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. If you would like to beta test the feature, please contact your CS manager or email help@lumoa.me If you are interested in this feature, please contact your CS manager or email help@lumoa.me to learn more!

Knowledge Base 208

Knowledge Base Customer Voice Feedback Touchpoint 208

Confirmit

JUNE 2, 2019

And best of all, managing Digital Feedback is easy with Confirmit, so you don’t have to rely on web developers every time you need a. And best of all, managing Digital Feedback is easy with Confirmit, so you don’t have to rely on web developers every time you need a change.

Feedback 40

Feedback Survey Customer Voice Customer Satisfaction 40

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Education Services Group

JUNE 7, 2022

In many ways, Customer Success was born out of the need for better, more consistent internal customer advocacy. CSMs are the ultimate customer advocates, supporting their customers through onboarding, adoption, and beyond by acting as their customers’ voice to leaders and other internal teams.

Case Study 52

Case Study Customer Success Social Media Customers 52

ChurnZero

MAY 20, 2021

Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. A Customer Success platform allows CSMs to manage more accounts at a higher level. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

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. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Confirmit

NOVEMBER 18, 2018

All the management of building and deploying a comprehensive digital feedback strategy is handled within Confirmit Horizons. We’ll be running a webinar to show off some of the features in January, so keep an eye on the events page to find out more. The most important thing from my perspective is the ease of use of the new tools.

Omni-Channel 40

Omni-Channel Course Feedback Survey 40

Lumoa

MAY 30, 2024

An example question could be something like: Does this feedback describe a software bug What is the client emotion in this feedback Is the customer voicing this feedback likely to churn Our AI will then take your question, and for each individual feedback, attempt to answer that question. Contact your CS manager or email help@lumoa.me

Knowledge Base 208

Knowledge Base B2C Feedback Software 208

Lumoa

FEBRUARY 13, 2024

If you want to get access to the Ask Lumoa Beta, contact your CS manager who can tell you more! Customize your Views We redid our ENTIRE main page in Lumoa to make it easier to view and manage your data in the ways that matter. Contact your CS manager or help@lumoa.me if you have questions about this process!

Knowledge Base 208

Knowledge Base Groups Feedback Data 208

Gainsight

DECEMBER 10, 2019

All of the fancy AI and data software in the world won’t replace getting your customers on the phone and having a good old one on one conversation. Ultimately, predicting and preventing churn comes down to three things: Building a solid product that delivers customer ROI. Creating a system that lets customers voice their feedback.

ROI 40

ROI Social Media Communication Customers 40

Lumoa

JANUARY 17, 2023

We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! Share Dashboards and Cards directly with other Users Now easier for everyone to get to the voice of the customer.

Competitive Advantage 208

Competitive Advantage Feedback Comparison Survey 208

Lumoa

DECEMBER 17, 2022

We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! Share Dashboards and Cards directly with other Users Now easier for everyone to get to the voice of the customer.

Competitive Advantage 208

Competitive Advantage Feedback Comparison Survey 208

Verint

AUGUST 1, 2017

August 1-24; Webinar Series. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 3; Webinar. CXPA Webinar: Five Secrets of Journey Analytics Everyone Must Know. August 22; Webinar. Verint Summer School 2017.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

SEPTEMBER 21, 2017

Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. The challenge is to build customer centricity while still balancing operational efficiencies. Next-gen back-offices are doing this by: Integrating the voice of the customer (VOC) into the back office.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Stella Connect

MAY 11, 2017

Given that poor customer service drives more than two-thirds of customers away from brands permanently, our client is reaping huge rewards by using VoC data to immediately correct problems on the front line—and to show dissatisfied customers how much the company values them. ( Company executives develop strategies.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Verint

JANUARY 25, 2018

Where in their organizations should business leaders expect to see value from digital VoC?

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

Alida

OCTOBER 23, 2017

Leveraging the deep customer relationships they’ve built with their community members, the speakers have won advocates for their insight community in their company. The company’s VP of stop-loss said insight communities and listening to the customer voice are now part of the department’s strategic planning road map.

ROI 153

ROI Customer relationships Insurance Advertising 153

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Spot the early “I’m just looking” warning signs of churn by seeing when customers shop around behind your back. Protect your customer base using competitor intel that’s hidden in plain sight. Q&A Recap.

How To 98

How To NPS Net Promoter Score Sales 98

Confirmit

JUNE 19, 2018

In this webinar Paul Quinn, Senior Director Product Manager at Confirmit and Miguel Ramos, Product Marketing Manager at Confirmit will: Demonstrate the value of easy survey customization and branding. Voice of the Customer Voice of the Employee Market Research Webinars.

Survey 40

Survey ROI Customer Voice Innovation 40

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Avaya

JUNE 18, 2018

Watch our webinar “How Your Contact Center Can Help You Comply with the New General Data Protection Regulation” to learn more about using Avaya Workforce Optimization to support your GDPR initiatives. For example, Real-Time Speech Analytics can identify a problematic situation that requires manager intervention.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

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

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Reputation management: Monitor your brand’s reputation in the marketplace. This section is courtesy of our webinar with Lynn Hunsaker.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101