Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights. Despite the ups and downs of the economy, Customer Success continues to emerge as a clear priority because of its ability to drive efficient, durable growth.

Resources 52

Resources Customer Success eBook Healthcare 52

InMoment XI

JANUARY 4, 2023

Welcome back to the XI Café Podcast! The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Engagement 439

Engagement Customer Engagement Video Innovation 439

ShepHyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

Zonka Feedback

JANUARY 4, 2023

If you are into SaaS business, who can know better how challenging it is to take it towards heights of success. SaaS products solve a variety of problems for their users. But for every problem and task, there are a number of products available in the market which makes SaaS a competitive market. Ensuring customer satisfaction becomes even more necessary in such a market.

Feedback 98

Feedback Customer Satisfaction Customers Marketing 98

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

2020 Research

JANUARY 4, 2023

In times of economic uncertainty, every organization looks for places to tighten the purse strings. Market research is a tempting area to cut back on, but that could ultimately prove a critical mistake. Discover the top 6 reasons you should consider market research in times of recession and inflation. Improve your business decision-making with market research.

Marketing 59

Marketing Customer Centricity Consulting Advertising 59

The DiJulius Group

JANUARY 4, 2023

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re explaining the reason for all. Read Full Article.

Customer Experience 59

Customer Experience Customer Satisfaction Groups Measurement 59

My Customer

JANUARY 4, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 4th Jan 2023. By Rhys Fisher Staff Writer.

Customer Experience 52

Customer Experience Customers 52

SurveyGizmo

JANUARY 4, 2023

By David Roberts, Alchemer CEO. Today we announce Alchemer’s acquisition of Apptentive to customers and employees. It’s an exciting time for us and for our industry. Our industry is incredibly important and yet not well defined. People call it customer experience (CX), employee experience (EX), voice of the customer (VoC), feedback management (EFM), survey software (SS), or experience management (XM).

Software 52

Software Survey Feedback Industry 52

CSM Magazine

JANUARY 4, 2023

So you’ve worked out the kinks in your services and product offerings, but what about your customer service? Good customer service is an absolute must for any business hoping to do well in today’s hyper-competitive market. Even the slightest slip in customer support can have a disastrous impact on your brand’s reputation, causing dire consequences for your bottom line.

Customer Experience 52

Customer Experience How To Trends Tools 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and far-term goals and choosing New Year’s resolutions to help us hit the ground running in the new year.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Hello Customer

JANUARY 4, 2023

A lot has been said and written about traditional retail in the past years. 2023 will undoubtedly bring more changes to the retail sector. But one thing is for sure, traditional retail is not dead. Even stronger, retail companies that manage to adapt themselves right in the coming years have a bright future ahead of them. How exactly? We asked our CEO Leslie for her view on the matter.

Retail 52

Retail Connections Trends Consumers 52

My Customer

JANUARY 4, 2023

In today's competitive market setting, an optimised customer experience (CX) is a must. Modern-day B2B customers seek friendly service, 4th Jan 2023. By HazelRaoult.

Sales 52

Sales B2B Marketing Customer Experience 52

dscout People Nerds

JANUARY 4, 2023

You don’t always need to have experience in a particular industry before pivoting into it. Here are some notes from someone who’s been there.

Industry 52

Industry 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

MyCustomer

JANUARY 4, 2023

Engagement How CX leaders are restructuring their teams.

Engagement 87

Engagement 87

Forrester's Customer Insights

JANUARY 4, 2023

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success. It failed to realize that the analysts, data and software requirements for maintaining its point-to-point network needed constant upgrading, preferring instead to return profits to shareholders via stock buy backs. The weather this winter caused a cascading series of small errors and failures that increased the load on their aging technology infrastructure, causing further failures.

Innovation 49

Innovation Airlines Travel Software 49

MyCustomer

JANUARY 4, 2023

Loyalty The new skills customer success teams must acquire.

Customer Success 77

Customer Success Loyalty Customers 77

Brad Cleveland Blog

JANUARY 4, 2023

Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of things … Continue reading → The post Stories from the Field: Improving the Service Process appeared first on Brad Cleveland.

Software 49

Software Company Contact Center Customer relationships 49

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

My Customer

JANUARY 4, 2023

The marketing sector often likes to classify years like objects in a curiosity cabinet. Broadly filed under chaos, the labels for 2020, 11th Jan 2023. By Mark Debenham VP Growth Marketing and Marketing Operations.

Marketing 40

Marketing 40

MyCustomer

JANUARY 4, 2023

Engagement A 4-day week is not the answer to staff engagement.

Employee Engagement 62

Employee Engagement Engagement 62

My Customer

JANUARY 4, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put. 4th Jan 2023. By Colin Shaw Founder & CEO.

Leadership 52

Leadership 52

Brad Cleveland Blog

JANUARY 4, 2023

Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of things … Continue reading → The post Stories from the Field: Improving the Service Process appeared first on Brad Cleveland.

Software 26

Software Company Contact Center Customer relationships 26

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

SmartKarrot

JANUARY 4, 2023

Role: Director of Customer Success Location: Remote, United States Organization: Slync.io As a Director of Customer Success, you will plan, lead, organize and control multiple project initiatives in accordance with the approved scope and schedule. Engage Sales, Solutions, and Product/Engineering to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements.

Customer Success 19

Customer Success Case Study Customers Policies 19

Zeisler Consulting

JANUARY 4, 2023

If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes. It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand and your processes. It can be tricky sometimes to get out of your own head (you understand, from the back end, after all, how your systems work, so that perspective is hard to shed completely), bu

Insurance 72

Insurance Brands Customer Experience Customer Insights 72

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. It shows the loyalty a customer feels for an organisation and how many customers think this way. In addition, a positive NPS is always a good indicator of organisational health –your business is growing, there is enough market goodwill, and retention rates are sufficiently high.

Net Promoter Score 10

Net Promoter Score NPS Customer Success Strategy 10

Magellan Solutions

JANUARY 4, 2023

6 Important Things to Know About Employee Retention Credit and The Role of BPOs. The Congress established the Employee Retention Credit (ERC) during 2020 to lessen the consequences of the COVID-19 pandemic. The ERC is for businesses who struggled to maintain their headcounts. With Employee Retention Tax Credit (ERTC), businesses can use a refundable credit as a tax deduction for some expenses.

Government 40

Government Financial Insurance Call Center 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

SurveyGizmo

JANUARY 4, 2023

Acquisition expands Alchemer’s ability to help brands close the loop with their customers. LOUISVILLE, Colo. – January 4, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – announced today the acquisition of Apptentive, the industry leader in mobile feedback technology. This acquisition provides Alchemer customers with a more in-depth method of collecting feedback from mobile customers and gives Apptentive customers access to survey and workflow funct

Feedback 52

Feedback Marketing Roadmap User Experience 52