Wed.Sep 19, 2018

Customer Success Management in SaaS – LiveChat Team Strategy


Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify.

Measuring Customer Experience in the Phygital Retail World

Happy or Not

by Stephanie Levy | HappyOrNot Today’s complete shopping journey no longer consists of only an in-store visit. The new phygital (a merge of physical and digital) world means that brands must offer a seamless, consistent, and excellent customer experience in all channels.

Straight from the Horse's Mouth

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018. Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now.

Start Solving the Customer Retention Ownership Conundrum

One Millimeter Mindset

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it?

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.

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More Trending

Why Artificial Intelligence Now—and Why in Customer Care?


Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI


Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults.

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Building Loyalty: B2B Digital Marketing and Customer Retention Nowadays


Reaching new customers has never been an easy job. Even with all the advantages provided by today’s technological tools and online channels at your disposal, it’s still a long and expensive journey.

New Batch of Natero Integrations


Natero connects with a long list of popular business apps , and we're excited to announce our newest batch of native integrations! Zoom, Aircall, JitBit, and Netsuite are some of the latest sources of customer data for our ever-expanding Customer Success software platform.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

FCR Solutions Spotlight - AnswerDash highlighted as Contact Center Tech to Watch

Answer Dash

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new omnichannel platform.

Sail the Social Analytics Ocean Blue on International Talk Like a Pirate Day


One of the best things about life on the internet is the ability to find a holiday for every mood, occasion, and fan-base. Today is International Talk Like a Pirate Day ! Here’s everything you need to know to put a little “arrrg” in your social analytics: Do Your Research.

5 Must-See Sales Sessions at Oracle OpenWorld 2018

Smarter CX

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, must-see sales-focused sessions.

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The Cost of Switching Tasks

Chadwick Martin Bailey

Heading into the busiest time of year, I’ve been thinking about how to be more efficient at work. Often, we want to do everything at once—ensuring each task gets marked off our to do list so we can feel accomplished at the end of the day.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Cloud Call Centers: Why All-in-One Integration Matters

Joe Rawlinson

As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations.

VoC programs pave the way to a better brand


The post VoC programs pave the way to a better brand appeared first on Keatext. Customer Experience VoC program

John Paul names Frédéric Martinez as CEO EMEA

John Paul

The John Paul Group, worldwide leader in client loyalty and customer relations, announces the appointment of Frédéric Martinez as CEO for the EMEA region.

UK Shoppers Exceptionally Loyal – Till They’re Not


You have a new product line that’s perfect for your UK audience and can’t wait to use your social media listening savvy to get in front of these amazingly loyal consumers and win their hearts and business. But that exceptional loyalty can be a double-edged sword if you’re not careful.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

5 Examples Of Quality Assurance Call Center Checklist Metrics


Quality assurance is vital for any call center aiming to be the best. Customer Experience

AEM & Adobe Products for the Public Sector World


Whenever the applicability of fast-growing enterprise-level content management systems (CMS) like Adobe Experience Manager ( AEM ) is discussed, the focus is usually on the private sector. However, AEM has a lot to offer to nonprofit and not-for-profit organizations as well. Although the two worlds may seem very different in terms of their structure, goals, and processes, they both need highly dynamic digital experiences!

How to measure and monitor customer experience for B2B Marketing


An experience is taking place between your brand and your customers, whether you intend it or not. A survey by B2B Marketing in June 2018 exposed the lack of understanding and focus on Customer Experience that exists in many B2B organizations, with most reporting it as siloed, or even non-existent.

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Who Will Win The Future Of Payments?

Forrester's Customer Insights

Autonomous payments is the future state of payments – and banks, merchants and payment vendors need to prepare now. Venture funding in this arena already exceeds $28 billion. Coupled with intensifying economic and political forces, consumers globally will see this new, but nonlinear evolution of payments emerge, where payments will melt into the wider commerce […]. ecommerce loyalty payments retail promoted

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

4 Areas to Perfect for a Mature CX Program


In the world of customer experience (CX), your efforts can successfully differentiate you from your peers, but in order to achieve this, you need to focus on more than simply listening to customers and acting on that data. A successful CX program requires continuous evolution and advancement to adapt to a company’s ever-changing landscape. When working with brands to optimize their CX programs we refer to this program evolution as CX Maturity. Every CX program is different.

ROI 40

Is The Data Ops Workbench A Thing?

Forrester's Customer Insights

Data ops, data engineering, data development — oh my! From new roles and teams to new skills and processes, the hot topic on everyone’s mind is data ops. I started to notice the data ops emergence back in 2015 as companies began to look at Agile development to spin up new data capabilities rapidly.

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Insights Summary: Nike + Colin Kaepernick


Consumer Behavior Market Research Public Opinion

Is the DataOps Workbench a Thing?

Forrester's Customer Insights

Data ops, data engineering, data development – oh my! From new roles, teams, skills and processes, the hot topic on everyone’s mind is data ops. I started to notice the data ops emergence back in 2015 as companies began to look at agile development to spin up new data capabilities rapidly. Later, as data preparation […]. data management cognitive scale data development data engineering data operations data ops workbench datakitchen datarobot informatica metis machine talend

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.