Comm100

MARCH 21, 2022

While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other. This becomes clear when looking at the way government leaders speak to success in programs and services.

Government 163

Government Omni-Channel Wait Times CRM 163

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. According to annual studies of the VoC landscape by CX thought leader Bruce Temkin , most companies focus on collecting and analyzing VoC feedback. Clearly, companies that elevate their VoC activities can distinguish themselves as a CX leader. The bad news?

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Let me give you an example of leaders are creating competitive advantage. (I There’s a lot of jargon in CX. The reason?

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting? Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Done well, it can help companies capture up to 15 more percentage points in EBITDA growth than their peers. ” So, no change in the routine which makes it all a bit… repetitive.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

West Monroe

MARCH 14, 2024

In the constantly changing business world, where volatility and unpredictability have become the norm rather than the exception, achieving tangible financial results has never been more challenging. In today's market, the allure of new technologies, especially generative AI, can sometimes distract from the real goal: creating value.

Data 40

Data Banking ROI Financial 40

Gainsight

JUNE 9, 2021

It was not just the thrill of gathering some of the most outstanding thought leaders in CS. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy. Part I-The Morning Session Keynote. we packed into Moscone Center.

Entertainment 98

Entertainment Customer Success ROI Trends 98

West Monroe

APRIL 9, 2024

With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. Credit unions are uniquely positioned in today’s marketplace.

Self Service 52

Self Service Trends Banking Financial 52

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Thematic

MAY 15, 2023

How do you prove that the cost and effort involved in developing and maintaining your customer experience programme is worthwhile? To get buy-in from stakeholders, you need to demonstrate how success will be measured, and the estimated return on your investment. These help you map out the financial benefits of CX programmes.

Omni-Channel 62

Omni-Channel NPS Financial Net Promoter Score 62

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. When it comes time for renewal, a CSM can then say: “here are the three things you said you wanted to do when you bought our product,” and then follow up by stating what they believed they delivered for the client. . 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Kustomer

OCTOBER 14, 2021

As a leader, you define the touchpoints of your customer’s journey and it’s important to know what these touchpoints are and what kind of experiences you want your customers to have with your brand to harbor long-lasting loyalty. When you come into Customer Experience, it’s about how you go through the journey with them.”.

Customer Experience 105

Customer Experience Management Culture Sales 105

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can. Diving deep into competitor and market intelligence can reshape your approach. It provides good intel for our business.”

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Michelli Experience

JULY 3, 2018

In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. We would do our best to make a compelling argument that touchpoints must be examined from the perspective of the needs and perceptions of customers. For some businesses, the process stops there.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. This was a smart approach on his behalf because the power core is the driving force of your business’s operations. CX #CustExp Click To Tweet.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

SurveySensum

MARCH 28, 2024

Transforming your work habits can feel like a daunting quest. It’s about finding that sweet spot where efficiency meets peace of mind, and transforming “I must” into “I have successfully achieved” The Challenges of Staying Productive Let’s talk about the colorful landscape of student life.

Strategy 52

Strategy Study Roadmap Exercises 52

West Monroe

MAY 22, 2023

Find out how shifting left can help your organization get ahead of the curve in today’s digital world. He is an experienced software engineer, entrepreneur, and leader who helps clients use complex, innovative technology to drive business value.

Company 52

Company Banking Financial Healthcare 52

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. 1 – What does digital transformation really mean for today’s business leaders?

Technology 72

Technology User Experience Resources Connections 72

Clarivate

JANUARY 19, 2024

Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year. To help, we asked senior leaders at Clarivate who have a broad perspective on the IP landscape to provide predictions for the IP legal industry in 2024 and beyond.

Industry 59

Industry Wireless Trends Financial 59

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. If a company isn’t constantly moving in the upward direction, how can it possibly excel among the competition?

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104

Thematic

JANUARY 17, 2023

It can feel intimidating. In this post, I’ll break down the value of negative CX metrics, and look at how you can set the right measures to ensure your voice of customer program delivers for your company. The red is valuable because it’s what you can take action on as a company. Be prepared to get granular.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

Michelli Experience

JUNE 19, 2018

Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. What’s Love Got to Do With Business.

B2C 113

B2C Comparison Hotels B2B 113

Forcivity Salesforce

SEPTEMBER 21, 2021

In fact, they’re inherently linked and are two of the driving forces of business today. Aligning CX and EX can help an organization deliver on its mission by increasing performance in areas that matter to stakeholders, customers, and employees. How to Strengthen Both. Why it's important.

Customer Experience 59

Customer Experience Employee Engagement Competitive Advantage Employee Experience 59

West Monroe

OCTOBER 19, 2023

Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4 Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force.

ROI 52

ROI Technology Strategy Return on Investment 52

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Pre-Build Phase. Build Phase.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Even seemingly minor clerical errors can have far-reaching consequences if left unaddressed.

Management 52

Management Metrics Effort Score Average Handle Time 52

SurveySensum

FEBRUARY 6, 2024

But fret not; there is one thing you can do! Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. The feedback from these surveys will help you prevent customer churn or resolve the issue from the core so that no one else jumps ship for the same reason.

Survey 52

Survey Feedback User Experience Communication 52

SurveySparrow

OCTOBER 7, 2023

Imagine an organization where every individual, regardless of their background, is not just welcomed but celebrated. In a workplace where opportunities are abundant, equity is not just a buzzword and inclusion is a way of life. Intriguing, right? Well, it is not just an alternate reality anymore. What is DEI? So, what does DEI stand for?

Policies 52

Policies Culture Leadership Innovation 52

Kustomer

JANUARY 20, 2022

So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your services. Jon serves leaders a slice of humble pie when explaining that most companies aren’t doing as well as they think they are in their customer’s eyes.

How To 143

How To ROI Study Customers 143

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. They were dedicated to transforming their business with a new management team. As Commvault transitioned into expanding its portfolio of products and transformed its licensing model to subscription, it became clear that customer success was essential. .

Customer Success 52

Customer Success Customer Journeys Leadership Customer Centricity 52

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. I would be more than happy if I could be of any help. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

West Monroe

APRIL 4, 2023

In the Manufacturing Leadership Council’s recent research, Manufacturing in 2030 Survey: A Lens on the Future , 84% of respondents said they expect the pace of digital transformation to accelerate. We can expect to soon see it embedded in workplace technologies, enterprise resource planning systems, and other business applications.

Data 52

Data Measurement Leadership Analytics 52

Natalie Petouhof

SEPTEMBER 12, 2017

Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. waterfall processes). waterfall processes).

Competitive Advantage 56

Competitive Advantage Culture Innovation Software 56

SurveySparrow

OCTOBER 3, 2023

Today, with information thrown at you from left and right, understanding the right techniques can make or break your findings. Now, how do you pinpoint the exact piece of information that is a prerequisite for your research? In the SaaS industry, systematic sampling, selecting every nth user, can provide representative insights.

Survey 52

Survey Study Groups CRM 52

Gainsight

APRIL 18, 2022

Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52