ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. We had our 2020 plans. I recently interviewed three, extremely driven women who are making a big impact in their roles.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

West Monroe

NOVEMBER 2, 2022

Valuation aside, the sell side process can catalyze innovation efforts for the acquiring organization through the addition of key team members and valuable IP. SPACs, responsible for a number of high-profile exits in 2020, have all but faded. Build a realistic roadmap. Consider how data ties to your roadmap.

Roadmap 52

Roadmap Innovation Financial 2022 52

Oracle

FEBRUARY 26, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern CX 2020? **Ready to register for Oracle Modern CX 2020? Ready to register for Oracle Modern CX 2020?

2020 40

2020 Roadmap Events Feedback 40

Talkdesk

OCTOBER 28, 2020

With all the bad 2020 brought, people also found the good. This renewed energy and passion informed our CX Transformation Roadmap , which outlines five progressive stages for building resilient cloud contact centers. At Talkdesk, we witnessed some of these contact centers not just survive—but thrive.

Contact Center 69

Contact Center Roadmap Innovation 2020 69

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 138

Contact Center White Paper Roadmap Consulting 138

TechSee

DECEMBER 16, 2020

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Qualtrics

FEBRUARY 18, 2020

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your market research programs to new heights in 2020. The post Must-see market research sessions at X4 2020 appeared first on Qualtrics. What’s new in XM?

2020 29

2020 Marketing Government Leadership 29

CSM Magazine

JUNE 17, 2021

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. In APAC, Calabrio on-boarded 47 new customers in 2020, and so far in 2021 is already up 400% since Q1 2020.

Engagement 52

Engagement Management 2020 Roadmap 52

Talkdesk

NOVEMBER 26, 2019

Additionally, attendees had the exclusive opportunity to preview the new Talkdesk innovation roadmap and updates. End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts. Raffles galore!

Contact Center 78

Contact Center 2019 Roadmap Leadership 78

Thematic

APRIL 13, 2023

I joined Atlassian in May 2020, to work on a customer feedback ecosystem initiative. We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. We needed a partner that has great technology now, as well as constantly innovating. Why Thematic?

Feedback 71

Feedback Roadmap Culture Insights 71

CSM Magazine

FEBRUARY 1, 2022

EvaluAgent CEO Jaime Scott said: “Since 2020 we’ve seen an evolution in how Contact Centres are managing QA and agent improvement in response to remote working and heightened customer expectations. The first of these new products is Conversational Analytics. said Jamie.

2022 52

2022 2021 Roadmap 2020 52

2020 Research

SEPTEMBER 19, 2023

Uncover the practical ways in which AI can be harnessed to uncover deep, meaningful insights in our webinar, Harnessing AI in Market Research: A Roadmap to the Future Register Now The impact of Artificial Intelligence (AI) across industries is undeniable. But how does this translate to the world of market research?

Insights 64

Insights Marketing Innovation Roadmap 64

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Who wins with great CX?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Lumoa

AUGUST 23, 2021

Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!).

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 88

Brands White Paper Social Media Webinar 88

CSM Magazine

FEBRUARY 14, 2023

The roadmap for success in every case included a critical culture component, whether it was readjusting to a new environment, implementing new technology, or just general malaise. Innovative Training and Knowledge Solutions Move Front and Center Employee retention is key to so many things in an organization.

Contact Center 52

Contact Center 2023 2022 Consulting 52

ClearAction

MARCH 27, 2021

To innovate superior value: Listen and observe: Customer experience outcome research , which involves ethnography to observe customers in their natural surroundings, reveals a more accurate and realistic viewpoint of the CX value quotient. Roadmap: Quantify the value ratio for all choices available to your customer.

Customer Experience 77

Customer Experience 2019 Metrics Roadmap 77

TechSee

FEBRUARY 12, 2019

The hype surrounding AI improving customer experience is well founded, with Gartner predicting that by 2020, 85% of a customer’s interactions with a company will take place without a human point of contact. Self-driving cars – another innovation built around AI – have captured the public imagination for many years.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. By the end of 2020 it was estimated that approximately 110,000 U.S. restaurants closed either permanently or long-term.

2022 52

2022 E-support Roadmap Download 52

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” Have clarity and reasoning behind your roadmap.

2002 52

2002 Roadmap NPS Fashion 52

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

White Paper 76

White Paper Social Media Webinar 2020 76

Qualtrics

FEBRUARY 5, 2021

The Qualtrics customer service team was recognized for ‘Best Use of Technology’ for its innovative support portal, which drove a 40% rise in accurately assigned tickets; and for ‘Innovation in Customer Service’ with the XM Community, which, since launch, has driven a 10X improvement in feature request satisfaction.

Customer Service 26

Customer Service Multi-Channel Roadmap Contact Center 26

Gainsight

MAY 13, 2020

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . There are different paths towards product innovation. For us, the pillars are always very clear.

Reference 59

Reference Innovation Roadmap Customer Journey 59

Gainsight

MARCH 25, 2021

Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services. SaaS businesses have also seen a rise in 2020 as a result of everyone staying at home to live, work and play online. Have a look below at what past attendees had to say about Pulse Everywhere 2020. .

2021 52

2021 B2C B2B 2020 52

Gainsight

OCTOBER 16, 2020

At our first-ever Pulse for Product event, we got inspired by this idea of video games, the nostalgia of 8-bit classics, the 90s (or really any year excluding 2020 – the bar is low), and leveling up (which ultimately became our theme for the event). If 2020 has taught us anything, it’s that products must be human-first.

2020 59

2020 Events Leadership Roadmap 59

Strativity

APRIL 27, 2023

By the end of 2020 it was estimated that approximately 110,000 U.S. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands.

2022 52

2022 Roadmap Customer Relationships Brands 52

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 56

Contact Center White Paper Roadmap Consulting 56

West Monroe

FEBRUARY 23, 2023

How can you break down siloes to innovate faster? And while approaches may vary, there is a roadmap to establishing a mandate for and culture of collaboration, followed by setting up the systems and structures that will make it a reality. That includes a roadmap for collaboration with these key features.

Leadership 52

Leadership Roadmap Culture Sales 52

Circular Edge

APRIL 22, 2020

Source: JDE Keynote April 20 2020. This is great news for JDE customers, especially for the 70% of those polled who are already running 9.2 ( source: live poll during the JDE keynote, April 21 2020 ). as a platform for continuous innovation. Continuous Innovation with E1 9.2. JD Edwards Re-Imagined.

Innovation 52

Innovation Roadmap User Experience Demo 52

8x8

OCTOBER 17, 2018

Innovation and support of new products and services. Their communication costs are now lower and more predictable, IT has more time to work on innovation, and contact center turnover is lower, because agents are empowered to better support customers. What is on Mike’s 2018 agenda? That elusive digital transformation initiative.

Communication 73

Communication Contact Center Roadmap Demo 73

Bold360

JUNE 10, 2020

It’s time to build a CX roadmap for today and for the future in different steps for helping businesses build up their digital capabilities. So start your roadmap — or playbook, if you prefer — with a step you can take today. But many of them have involved putting bandaids on the short-term problems companies are running into.

Engagement 52

Engagement E-support Roadmap 2020 52

Lithium

APRIL 6, 2021

More updates on key areas we identified from interviews with Marketing customers in August, September and October 2020. Marketing Roadmap Deep Dive Webinar. Take part in Atlas discussions and contribute to this innovative community. Journey Mapping & Actioning Your Feedback: Part 2. Call Deflection with Apple Business Chat.

2021 52

2021 Webinar B2C Roadmap 52

Wootric

MARCH 15, 2020

So, if a customer is achieving goals with your software, and you have other features and capabilities that will make them even more successful in 2020, then, by all means, paint a bold vision of an expanded partnership. Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. link] Accessed 6 April 2020. link] Accessed 6 April 2020. Artificial Intelligence. Buell, Ryan W.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

ClearAction

JANUARY 12, 2022

As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business. Sustainable revenue growth is stimulated by customer experience innovation. Ease-of-Work from the viewpoint of employees.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Circular Edge

AUGUST 29, 2019

This year’s JD Edwards INFOCUS conference set a record for the highest number of customer attendees, while featuring more inspiring case studies , innovative products & solutions and fun , interactive networking than ever. Let Your Light Shine. CE Customer Stories & Educational Highlights.

Innovation 40

Innovation Competitive Advantage 2020 Roadmap 40