BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 177

Customer Care Document Sports Communication 177

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 496

Apparel Employee Experience NPS Feedback 496

InMoment XI

AUGUST 8, 2023

CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. Want to see what a survey that drives action looks like?

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

Education Services Group

AUGUST 10, 2020

Partner Success programs are relatively new to the Customer Success world. It’s only recently that the concept of adopting CS for partner relationships has taken hold. We’ve talked about the difference between success for your partners versus through your partners. Data for one, data for all.

Customer Success 52

Customer Success 2020 Roadmap Communication 52

InMoment XI

APRIL 25, 2024

Your business needs to set up an integrated customer experience program that combines structured and unstructured data that will give you a holistic view and understanding of your customers. By being seen as a trusted and involved community partner, S&Ls can enhance their reputation and foster a positive brand image.

Financial 260

Financial Management 2024 Banking 260

BlueOcean

JANUARY 30, 2024

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Understanding “All-In.” The per agent hour rate your contact partner charges typically includes operational management costs.

Contact Center 296

Contact Center Insights Call Center Technology 296

InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. A: We win back customers by training staff (in person) that it is okay to own up to errors and to make them right, running our case management program.

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

AUGUST 3, 2022

Therefore, along with the refreshed brand, came a refreshed customer experience program. Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

BlueOcean

FEBRUARY 14, 2024

Line up the senior resources who will pay attention to the program on both sides of the equation. You and your outsourced partner should both have senior eyes on results, continual improvement, and gaps at least quarterly. Find a partner who can pivot. You and your partner need to know what success looks like before they launch.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

InMoment XI

DECEMBER 6, 2021

And their ability to do that is directly impacted by the CFM vendor they partner with. Selecting a CFM platform partner should be about more than just price, “sexy” graphics, branding, etc. Would you prefer that your team take the time to learn the new software and then manage dashboards and program surveys?

Feedback 493

Feedback Management Technology Government 493

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. Both Cormican and Kleiren have been instrumental in creating the new Hammer partner program.

Contact Center 52

Contact Center 2026 Marketing 2024 52

InMoment XI

JANUARY 13, 2022

But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incredible results. This success story can be your success story too. Read the full case study to learn more.

NPS 493

NPS Metrics Feedback Presentation 493

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Showing the value of your CX program can be a daunting task. Well, the truth is, most CX professionals don’t know the right mechanics they need to perform in order to show ROI through their CX program.

ROI 493

ROI Return on Investment Airlines Call Center 493

InMoment XI

AUGUST 18, 2022

And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs. Under all that pressure, how are you supposed to build a CX program that continuously demonstrates its value? Those steps are: Design.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

DECEMBER 1, 2022

Despite increased investment, experience management programs have plateaued. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. What Is Experience Improvement (XI)? Because experiences don’t need to be managed or measured , they need to be improved.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

BlueOcean

OCTOBER 23, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. How have you evolved your training program to accommodate remote and/or hybrid work environments? List Company Facts How long have you been in business? Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

DECEMBER 13, 2022

loyalty programs on average. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Gas, grocery, fashion, technology… and probably more.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Investigators by 360Connext

MARCH 5, 2024

And you can partner with HR to reinforce CX at every step of the employee journey. Compassion fatigue happens when people are overwhelmed, underappreciated, or burnt out, so it’s great when your HR partners help pay special attention to keeping employees healthy and engaged. Employees deserve training. They deserve resources.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Below are five questions that will help you better define your objectives and identify the right partner for your needs.

Culture 124

Culture Virtual Agent Innovation Technology 124

BlueOcean

OCTOBER 4, 2023

Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

BlueOcean

JANUARY 20, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. How have you evolved your training program to accommodate remote and/or physically distanced work environments? List Company Facts How long have you been in business?

Contact Center 156

Contact Center Customer Care Culture Technology 156

Perkville

DECEMBER 3, 2019

3 2019 — Perkville, a leading loyalty and rewards program in the fitness space, and Twin Oaks Software, a leading club management software provider, today announced an integration that makes it easy for health club owners to grow revenue with rewards.

Rewards Programs 96

Rewards Programs 2019 Loyalty Management 96

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Many brands could actually earn greater loyalty by issuing a partner brand’s loyalty currency – or, simply allowing customers to ‘burn’ (i.e., This actually is not true. Is your business above this threshold, or below?

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

BirdEye

MAY 24, 2023

If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. Table of contents Do referral programs work?

Social Media 98

Social Media Reference Sports Sales 98

MyCustomer

JULY 29, 2019

Allianz appoint MaritzCX as partner for CX program 23rd Jul 2019 London, 23rd July 2019.

2019 40

2019 Customer Experience Customers 40

BirdEye

MAY 26, 2023

A successful business primarily depends on developing strong relationships with clients, vendors, and referral partners. But how do you go from generating some business through referrals to creating a separate referral partner program? Table of contents What is a referral partner? Why do you need a referral partner?

Reference 98

Reference Multi-Channel Social Media ROI 98

Perkville

NOVEMBER 10, 2021

Perkville, a leading loyalty program in the fitness space, and Twin Oaks Software, a leading club management software provider, today announced an integration.

Rewards Programs 52

Rewards Programs Loyalty Programs Loyalty Management 52

Retently

NOVEMBER 27, 2023

Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office. Skilled professionals The biggest issue companies confront in their customer success programs is not collecting the data but efficiently acting on it.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BlueOcean

MAY 5, 2023

You’re looking for a strategic partner who will interface with your customers day in and day out. A potential partner should be frank about the things they could be doing better. You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers.

Customer Care 156

Customer Care Contact Center Government Culture 156

IntouchInsight

MAY 4, 2023

Whether you’re launching a new mystery shopping program or improving an existing one, third party mystery shopping providers, aka MSPs, are a big help. A professional mystery shopping company not only manages the execution of your program, but is also an objective partner.

Management 112

Management Measurement Customer Experience Customers 112

Circular Edge

MARCH 4, 2024

By joining the program, Circular Edge can leverage its extensive experience to promote, implement, and tailor NetSuite to its clients in the ecommerce, retail, wholesale distribution, and manufacturing industries. NetSuite partners can leverage every aspect of the suite, including ERP, HCM, inventory management, CRM, and ecommerce.

Competitive Advantage 52

Competitive Advantage 2022 Consulting Retail 52

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Key responsibilities include achieving revenue and pipeline targets, margin improvement, sales alignment, and maintaining partner incentive programs.

Leadership 52

Leadership Technology Sales Customer Journey 52

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). Avaya celebrates Waterfield Tech’s noteworthy accomplishments as a Partner of the Year and looks forward to another promising year ahead.”

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

Clarivate

APRIL 18, 2024

Amazon also introduced Health Condition Programs, which partners with digital health companies such as Omada Health to connect members of health plans and employer-sponsored insurance with covered digital benefits.

2024 52

2024 Healthcare Retail 2023 52