Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • Customer Experience IOT in the Automotive Industry-Upcoming. **.

Social Media 40

Social Media E-support E Commerce ROI 40

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

Customer Success 40

Customer Success Metrics ROI Customers 40

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Gainsight

MARCH 21, 2019

It’s the whole reason behind the customer success philosophy. The most insidious churn cause is also one of the most common, and it’s the namesake of the customer success movement. In fact, a great customer experience can mask underlying risk. The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

SmartKarrot

MARCH 30, 2021

Now that we are expecting normalcy to come sooner than later, focusing on the customer experience segment is the need of the hour. Therefore, here we discuss the top 10 Customer Experience Challenges and how best to tackle them in these testing times. Source: Customer Results. #1 5 Challenge – Ensuring CX ROI.

Customer Experience 10

Customer Experience ROI Financial Metrics 10

SmartKarrot

JULY 12, 2021

Role: Director, Customer Success Location: Louisville, CO, US Organization: Envysion, Inc. Define and implement procedures, metrics, and reporting processes related to the application usage to determine key insights to the customer experience.

Customer Success 10

Customer Success Customer Satisfaction Metrics ROI 10

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JULY 8, 2020

Digital transformation funnels down to just one thing: excelling in Customer Experience (CX). The millennial customer, always wanting more, and wanting it right now, that too, with increasing speed and efficiency is giving companies a good run for their money when it comes to giving a fulfilling customer experience.

Customer Experience 10

Customer Experience E Commerce Culture Customers 10

Kustomer

OCTOBER 22, 2020

to learn about the modern customer experience, and have some fun in the process. After Kustomer NOW, attendees were sure to know what’s new, what’s to come, and what’s actually working in the world of customer experience. Read on for our recap of Kustomer NOW, the modern customer experience summit.

Sports 96

Sports 2021 2020 Loyalty 96

Natalie Petouhof

JULY 16, 2015

One way to show they care is by providing better customer care. The value great customer service and customer experience has long been an underestimated value proposition in companies- even though people like me have created dozens of customer service and customer experience / social and digital media ROI models.

Customer Service 63

Customer Service ROI 2014 Brands 63

Natalie Petouhof

MARCH 3, 2016

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. What’s your take on Social Customer Care?

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

2016 40

2016 Customer Service Customer Experience E Commerce 40

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Kustomer

OCTOBER 22, 2020

to learn about the modern customer experience, and have some fun in the process. After Kustomer NOW, attendees were sure to know what’s new, what’s to come, and what’s actually working in the world of customer experience. Read on for our recap of Kustomer NOW, the modern customer experience summit.

Sports 52

Sports 2021 2020 Loyalty 52

SmartKarrot

DECEMBER 18, 2020

With so much competition in the marketplace, customer servicing plays a crucial role in customer retention. As stated by Shep Hyken , today’s customers want customer service in their own terms, when and where they want. A small miss in giving a good customer experience can cause them to leave you permanently.

2021 10

2021 Customer Service Net Promoter Score ROI 10

SmartKarrot

DECEMBER 18, 2020

With so much competition in the marketplace, customer servicing plays a crucial role in customer retention. As stated by Shep Hyken , today’s customers want customer service in their own terms, when and where they want. A small miss in giving a good customer experience can cause them to leave you permanently.

2021 10

2021 Customer Service Net Promoter Score ROI 10

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

2020 120

2020 Customer Experience Definition Metrics 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Natalie Petouhof

JUNE 9, 2016

Speaking of great customer service, I got this note from Claudia Kardzair & Nena Gadingan who are Guest Care Managers at the San Francisco Marriott Marquis: The days of loyalty driven by customer care are here. Some analysts think companies will be competing on customer experience in the future.

Technology 45

Technology Leadership Customer Centricity Books 45

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. Nicholas J. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Natalie Petouhof

MAY 11, 2016

(digital retail, supply chain, payments, ‘ubiquitous-channel’ retail). • Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (crm, Covering Customer Facing Applications that Drive Awesome Customer Experience.

2016 40

2016 Innovation Leadership Retail 40

Natalie Petouhof

OCTOBER 19, 2016

They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time. Helping provide an excellent customer experience is the most important aspect of field service management solutions.

Management 49

Management Document Events Presentation 49

SmartKarrot

MAY 27, 2020

Companies have to aim for increasing the customer lifetime value (CLV) through various strategies. It can range from providing perks to your customer to having a great Customer Success team in place. Apart from long-term customer retention strategy , a Customer Success Manager should also prepare for a last minute rescue.

B2C 10

B2C Customers ROI Engagement 10

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. CUSTOMER ROI CASE STUDY: VIVINT SOLAR . The ROI: Costs were reduced by several hundred thousand dollars, year over year.

Communication 40

Communication ROI Technology Innovation 40