InMoment XI

MARCH 3, 2022

People often use the Voice of Customer (VoC) and customer experience as interchangeable terms when they technically do not operate the same way. It’s now your chance to transform customer experiences for the better. Truth #3: True CX Transformation Requires Action. But it doesn’t end there!

Fashion 493

Fashion Government Measurement Voice of Customer 493

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Thematic

AUGUST 26, 2018

This is part 4 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 gives you tips on how to make a strong case internally to get buy-in from stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 54

Voice of Customer Analysis Case Study Exercises 54

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. The post The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted appeared first on StellaService.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Lumoa

JUNE 2, 2022

At Lumoa, our goal is to look at customer feedback to tell companies what to do next to grow their organizations. If you check in at different stages, you can create a voice of customer map that tells you how users feel at every touchpoint and use these as queues to figure out what areas need work.”

Feedback 208

Feedback How To Touchpoint Ecommerce 208

Lumoa

APRIL 18, 2023

And customer-centric companies have been using surveys to understand customer needs for even longer than that. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. But they’re only one small piece of the customer experience data puzzle.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Wootric CX Blog

DECEMBER 2, 2019

Product, customer support, operations, and marketing teams are often the ones that must implement projects and process changes that will optimize the customer journey.

Voice of Customer 52

Voice of Customer NPS Meeting Net Promoter Score 52

NICE inContact

JULY 30, 2019

Find the right balance for your customers to deliver helpful feedback. Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience.

Feedback 138

Feedback Contact Center Tips Survey 138

ClientSuccess

NOVEMBER 22, 2021

Voice of Customer. CSMs have long been known to be the ‘voice of customers’ within an organization, and they need the correct information to ensure they’re sharing the right customer story. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ForeSee

SEPTEMBER 11, 2019

Our “Insight to Action” webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Voice of Customer 40

Voice of Customer ROI Customers Strategy 40

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

ForeSee

SEPTEMBER 12, 2019

Our Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Financial 40

Financial Data Voice of Customer ROI 40

SurveyGizmo

MARCH 12, 2021

Watching how customer experience has changed and evolved over the past year led us to look at what you can expect in 2021. Alchemer CEO, David Roberts, and Alchemer VP of Customer Success, Ryan Tamminga, discuss how customer experience will change in 2021. Watch the webinar here.? . To watch the webinar,?

Customer Experience 52

Customer Experience Employee Engagement Trends NPS 52

CX Journey

SEPTEMBER 12, 2017

And with that thought in mind, I prepared and presented a webinar with/for Fuel Cycle a couple weeks ago titled, Insight to Advantage: Driving Action with Your Customer Data. It covers the five steps you'll need to go through to yield the advantages that a customer-centric and customer-focused culture delivers.

Analysis 106

Analysis Customer Centricity Culture Feedback 106

SurveyGizmo

FEBRUARY 24, 2022

“It is great to see our customers, like Amdocs, using the Alchemer platform as the foundation for such an innovative Voice of the Customer solution, truly creating a culture where action is continuously taken based on feedback and insights.”. Register to attend this informative webinar on March 24, 2022 at 11am ET.

Innovation 52

Innovation Feedback B2B Software 52

CX Journey

SEPTEMBER 7, 2017

And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November. While I know that there are more than three keys to successful VoC programs, I was given 15-20 minutes to talk, which gave me time to pick three. Check it out.

Feedback 97

Feedback Communication Customer Experience Company 97

Totango

MARCH 10, 2020

Always be prepared to speak to your customer of the next phase of their growth and development, and have a range of resources on hand to push them along, including. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

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

Alida

OCTOBER 18, 2018

In order to make your customer experience as personalised and relevant as possible and to target specific groups of customers based on their genuine preferences, segmentation needs to be a priority! Webinar: How GAME took the retail experience to the next level. Register today!

How To 113

How To Groups Customers Innovation 113

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

Verint

OCTOBER 2, 2017

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. destination CRM.com Webinar. October 25; Webinar. Consero Contact Center Forum. October 22–24; Coral Gables, Florida.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

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

Think Customers

SEPTEMBER 24, 2020

This applies to sales as well as customer service. In the TTEC OnDemand Webinar, How the selling greats use speech analytics to score more deals , we teamed up with top players in the speech analytics game to explore how organizations can use speech analytics to gain efficiencies, lift conversion rates, and improve revenue.

Analytics 52

Analytics Sales Analysis CRM 52

Totango

JANUARY 16, 2020

You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers. Collect Voice of Customer Data. The process of gathering, analyzing, and acting on customer feedback can provide vital insight into the customer experience.

Customer Satisfaction 62

Customer Satisfaction Customers Customer Success Software 62

Think Customers

AUGUST 30, 2021

In-person meetings have nearly disappeared, replaced by Zoom meetings, webinars, virtual trade shows, online wine tastings, and cooking demonstrations. In the same Tech Tide report, Forrester recommends six technologies where sales organizations should invest to keep up with the changing sales landscape.

B2B 59

B2B Sales CRM Video 59

Second to None

MAY 8, 2018

The previous stage was about telling customers your product solves a problem. Your emails in this stage can include free trial offers, as well as free content like webinars, videos, or ebooks, all of which should serve to demonstrate the usefulness of your services. Now you want to prove it to them. There are several ways to do this.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Waypoint Group

APRIL 21, 2015

Those who wish to become accredited can go through Customer Success University on Monday, May 11, and CS teams who would like hands-on applications and templates for enhancing voice of customer feedback can do so in our workshop on Thursday, May 14. Traveling with colleagues? Bring them too!

Customer Success 40

Customer Success Conference Fashion Voice of Customer 40

ChurnZero

MARCH 29, 2019

Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Wednesday, April 10, 2019, 1:00 – 2:00 PM EDT.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

SmartKarrot

JANUARY 6, 2023

Ensure customer-facing materials are up-to-date and being utilized. Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc. Encourage the team to get customers to document and share success stories, such as case studies, blogs, referrals, and webinars.

Customer Success 19

Customer Success Case Study Knowledge Base Training 19

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. Watch Kristi explain her CX program in-depth in her upcoming webinar. Please register here for this webinar.

Metrics 26

Metrics e-support Culture Customer Centricity 26

CX Journey

MARCH 4, 2016

I partnered with Passenger , an online communities solution provider, to host a webinar earlier this week on this very topic, The Biggest VoC Problem. It's not just enough to listen for the sake of checking the box or for tracking the metric. It's not about that. But there are plenty of companies who do just that. and How to Solve It.

How To 80

How To Metrics Data Customer Experience 80

Clarabridge

AUGUST 26, 2015

We looked to three Customer Experience (CX) professionals for tips on how to get buy-in at larger companies: Kim Zieroth, Senior Customer Loyalty Manager at GE Healthcare; Cheryl Cargill, Customer Insights and Text Analytics Leader at GE Power and Water; and Mason Nelder, Director of Social Media and Digital Strategy at Verizon.

CEM 40

CEM Tips Healthcare eBook 40

Confirmit

FEBRUARY 28, 2017

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Our customer satisfaction rates continue to be among the highest in the software industry and this award demonstrates that we are delivering on that promise.

Hospitality 40

Hospitality Social Media Voice of Customer Customer Voice 40

Innovative CX

MAY 10, 2019

Seek out other CX professionals through local CXPA networking events, online forums or webinars that can provide you with a wealth of knowledge in the “how to” of CX. · Incorporate voice of customer information into your meetings. Use the right language. If we say it’s a CX program, that’s what it will always be!

Customer Experience 40

Customer Experience Culture Travel Touchpoint 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