Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

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2022 Social Media 2023 Roadmap 52

Lithium

NOVEMBER 1, 2022

New Coaching Video: Agent Activities Metrics Overview Agent Activities gives you visibility into how the agents are using the app and how they are managing their work on conversations. Manage View Updates. Care admins can now grant or revoke roles and column access for Manage View users. Available On-demand.

2022 52

2022 Roadmap ROI Social Media 52

West Monroe

MARCH 7, 2024

These attacks, along with a 50% increase in ransomware attacks in the industrial sector in 2023, stress the need for strong cybersecurity measures. They tackle long-standing issues by promoting better decision-making, clear communication, and proactive risk management. Enhanced focus on supply chain risk management: The CSF 2.0

Government 40

Government 2024 Leadership Healthcare 40

SurveySensum

OCTOBER 4, 2023

7 Best Automotive Customer Feedback Tools: A Detailed Comparison 7 Best Automotive Customer Feedback Tools of 2023 SurveySensum UserVoice Qualtrics Zonka Feedback GetFeedback Kapiche CustomerSure Conclusion What is an Automotive Customer Feedback Tool? Analyze the gathered feedback with the cutting-edge technology of Text analytics software.

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Automotive Feedback 2023 Demo 52

ShepHyken

MAY 22, 2023

Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program. In addition to sharing “must-have elements to build a successful loyalty program,” there is a list of seven of the more popular loyalty management software programs.

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2023 Article Customer Service Loyalty Programs 13

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

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2023 Leadership 2012 2010 40

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? Don’t let your customer success team go into 2023 with substandard tools. Yet less than half of the customer success teams we surveyed have a purpose-built platform to manage the work of driving onboarding, adoption, retention and expansion. While 83.1%

2023 52

2023 Customer Success Competitive Advantage Roadmap 52

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

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Metrics Net Promoter Score Measurement Customer Experience 260

ViiBE Blog

JULY 22, 2022

If you’re like most marketers and salespeople, you rely on your CRM (Customer Relationship Management) to help manage your sales pipeline and keep track of your contacts. Your CRM system is a powerful tool that can help your business to manage its customer data more effectively. What is a CRM?

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Social Media Omnichannel E-support 2021 52

SurveySparrow

JULY 23, 2023

” This quote beautifully captures the essence of Customer Experience Management (CEM). These Cuctsomer experience management tools are the key to unlocking customer satisfaction and elevating their journey with your brand. Medallia Imagine having a roadmap for each customer’s journey. Pricing : Custom pricing.

Customer Experience Management 52

Customer Experience Management 2023 CEM Customer Experience 52

Eptica

MAY 11, 2017

Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future. Published on: May 11, 2017.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

Gainsight

NOVEMBER 15, 2023

Pulse Europe 2023 opened today at Passenger Terminal Amsterdam, on a tone of embracing each other as humans first, while taking our work to the next level through digital scale tactics powered by generative AI, customer education, self-service, and community. In fact, Customer Success is undergoing an evolution. It’s strategic.

2023 52

2023 Customer Success Roadmap B2C 52

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

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Customer Success Customer Journey Mapping Sports Customer Journey 84

West Monroe

NOVEMBER 30, 2022

As Managing Partner in IT Strategy & Business Process Outsourcing practice for West Monroe, Marc has successfully led technology and business process transformation, ERP strategy and selection, and system integrator selection projects across North America, Asia and Eastern Europe. Marc Tanowitz. Created with Lunacy. Brian Reavell.

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2022 Communication 2023 Roadmap 52

Clarivate

DECEMBER 12, 2023

Case in point: FoundationIP , the first SaaS-based IP management solution, purpose built to increase IP team efficiency by leveraging automation and best in class country rules. It provides a flexible foundation for hyper-efficient IP management, helping you keep pace with growing demands.

Innovation 59

Innovation Management 2023 Roadmap 59

SurveySparrow

FEBRUARY 22, 2023

12 Absolute Top Qualaroo Alternatives For 2023 Time to let the cat out of the bag here. Here are the 12 Qualaroo alternatives worth trying in 2023: SurveySparrow Parlor.io Close the customer feedback loop with SurveySparrow’s case management. So, steady on your broomsticks there… ‘cause we’re wasting no more time!

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2023 Feedback ROI Customer Satisfaction 52

Totango

FEBRUARY 23, 2023

That timely topic got center stage at the Customer Success Festival in Austin during a panel discussion called “Supercharge your ops team to help you grow revenue at scale,” featuring Chris Dishman , VP of global customer success at Totango, and Taylor Hodges , global head of customer success at JLL Technologies – Corrigo.

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Net Promoter Score Metrics Customer Success NPS 86

Circular Edge

DECEMBER 1, 2022

updates, making it easier for customers to recognize when Oracle delivers new features ( R22 updates delivered for the 2022 calendar year, R23 updates for the 2023 calendar year, etc). Capabilities Whitepaper will soon be available including all tools, features & technologies within 9.2 Order Management. Applications.

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2022 Roadmap 2023 Banking 52

Gainsight

MAY 18, 2023

On day 2 of Pulse 2023, we’re FIRED UP about exciting news from some of the most innovative Gainsight teammates. According to Rumelhart, “ Horizon AI has been a part of Gainsight’s technology for some time, but generative AI is the next frontier. And no, we aren’t talking about our esteemed canine guests from Fosters & Paws.

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2023 Chief Customer Officer Customer Journey Customer Success 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Such priorities might include getting all your data in one place, adding data security measures, or deploying modern campaign management capabilities.

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2024 Loyalty Marketing Loyalty Programs 59

Strativity

APRIL 27, 2023

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. Those relationships mean we know what really took place during the pandemic and how managers and operators are thinking about the future. That’s not the case.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

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. Those relationships mean we know what really took place during the pandemic and how managers and operators are thinking about the future. That’s not the case.

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2022 Roadmap Customer Relationships Brands 52

Kustomer

MAY 23, 2023

New York — May 23, 2023 — Kustomer, the industry leading Conversational CRM platform, co-founded by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, announced it has raised $60 million in a new financing round co-led by previous investors Battery and Redpoint with participation from Boldstart as it spins out of parent company Meta.

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2023 Roadmap 2022 Communication 52

customer sure

MARCH 18, 2024

Implementation Roadmap To de-risk your new VoC programme, you should adopt a phased roll-out. Risk Management The main risks we see to large Voice of the Customer implementation projects are: Integration challenges Change resistance Lack of stakeholder buy-in. You need to design the process for a return on investment from the outset.

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Touchpoint Return on Investment Competitive Advantage Feedback 62

BirdEye

OCTOBER 17, 2023

In 2023, AI has made significant developments, particularly in branding. All of these elements collectively contribute to solid online reputation management. The panel discussion, hosted by Lauren Schwab, featured Anil Panguluri, Senior VP of Product Management, and Jody Mayers, Social Media Manager of Birdeye.

Brands 57

Brands Social Media Multi-Channel Demo 57

West Monroe

JULY 18, 2023

Leaders in the industry aren’t quite ready to fully commit to the technology but still understand the underlying value. In fact, 57% of manufacturing companies are still experimenting with AI technology to identify how best it can be applied and managed.

Technology 40

Technology 2023 Roadmap Sales 40

West Monroe

JULY 18, 2023

Leaders in the industry aren’t quite ready to fully commit to the technology but still understand the underlying value. In fact, 57% of manufacturing companies are still experimenting with AI technology to identify how best it can be applied and managed.

Technology 40

Technology 2023 Roadmap Sales 40

BirdEye

MARCH 17, 2023

Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone. Developing reports and performance analytics for management review. Today cybercrime costs SMEs over $2.2

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Consulting Social Media Financial Sales 98

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. This differs from supply chain management, which monitors the activities and resources required to bring a product to market. Increasing Role of Technology in Customer Service. In this in-depth article, Reina G. Wiatt and Jolene A.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. 2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. A few common themes emerged. Joel Passen , co-founder, Sturdy.

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2023 Customer Success Chief Customer Officer Customer Journey 98

Inbenta

DECEMBER 21, 2023

The White House’s Executive Order on the Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence , released on October 30, 2023, signalled a new regulatory regime for the fast-growing field of AI. This could include the creation of new government institutions to oversee the technology and the companies that use it.

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2026 Government 2023 Reference 52

CSM Magazine

FEBRUARY 14, 2023

Melissa Copeland, Principal at Blue Orbit Consulting reveals six predictions for a successful contact center in 2023. Technology Alone Is Not the Answer Self-service is not the only solution to the labor shortage, nor is technology the only answer to reducing costs. It is not just a process or new technology.

Contact Center 52

Contact Center 2023 2022 Consulting 52

Gainsight

DECEMBER 20, 2023

According to the 2023 GartnerⓇ Market Guide for Product Analytics for Technology and Service Providers, “Currently, close to half (46%) of all product managers have stepped up efforts for customer-centric insights. And this data can only come from effectively capturing and acting on insights measured through product analytics.

Customer Centricity 52

Customer Centricity 2023 Roadmap Insights 52

SurveyGizmo

JANUARY 4, 2023

January 4, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – announced today the acquisition of Apptentive, the industry leader in mobile feedback technology. Alchemer’s broader experience management platform allows those same respondents to provide deeper feedback.

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Feedback Marketing 2006 2023 52

Gainsight

MAY 18, 2023

Samsara’s Customer Success organization is also pioneering digital technologies to orchestrate the customer journey. SAP Concur As the world’s leading brand in travel, expense, and invoice management, SAP Concur continues to lead the sector in digital strategy. to over 4.5 We can’t wait to see what you do next. Well done, HMH!

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2023 2022 Customer Success Customer Journey 52