Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. The future of business is understanding how to unlock the value of conversations. How are you planning to leverage conversations to drive revenue and customer retention? How are you planning to leverage conversations to drive revenue and customer retention?

2022 126

2022 White Paper Contact Center Innovation 126

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 87

Leadership 2021 Webinar Customer Service 87

CSM Magazine

MAY 2, 2020

How will the future of Customer Service & Experience be forever changed by COVID-19? In the past 8 weeks the customer service landscape has undergone a huge operational shift. All of this whilst undergoing a complete revaluation of what our customers need from us. Is customer-centricity still the key?

Webinar 52

Webinar Customer Service Management Customer Centricity 52

Chadwick Martin Bailey

JUNE 11, 2020

Still, in our recent webinar, The Case for Optimism *, I felt inspired by my colleague Judy Melanson and Marketing & Brand Strategist Armin Molavi to lead through uncertainty with optimism. They have donated up to 1 million free room nights to medical professionals battling the pandemic. SHOW GENUINE EMPATHY & TAKE ACTION.

Insurance 77

Insurance Webinar Loyalty Consumers 77

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. In short, customer training leads to customer retention.

Seminar 52

Seminar Webinar Document Consulting 52

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015.

2020 62

2020 Webinar Banking Effort Score 62

Think Customers

MAY 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. 1: Employee experience is a necessity.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Michel Falcon Experience

AUGUST 17, 2016

Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement. You can never go too far wrong by thinking like a customer who’s new to the business.” — Richard Branson. Often this long-term mentality led me to willingly make short-term sacrifices to win in the future.

Blog 127

Blog 2016 Engagement Webinar 127

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community.

2020 72

2020 Customer Success Events Workshop 72

Education Services Group

DECEMBER 14, 2022

Speakers: Lisa Palmer , Chief AI Strategist at AI Leaders. During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how Artificial Intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years.

Webinar 52

Webinar Innovation Customer Success B2B 52

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. It’s especially important for local businesses looking to connect with their communities and grow their customer base. It’s an essential part of our everyday lives, and there are no signs it’s slowing down.

Social Media 98

Social Media Management Multi-Channel ROI 98

Totango

MAY 29, 2020

The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your customers need to hear the voice of a leader right now, with a clear, practical plan for the times ahead. Become a Leader to Your Customers. Set Up Alerts.

Presentation 62

Presentation Events Customer Success Hospitality 62

BirdEye

MARCH 11, 2024

This blog will guide you through selecting, analyzing, and optimizing hashtags to attract your ideal customers. When to use hashtags that’ll generate your dream customers? Are you ready to uncover the secrets your competitors wish you didn’t know? Continue scrolling to discover more. Table of contents What are hashtags for business?

Social Media 70

Social Media Events Connections Engagement 70

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. Role of a small business consultant Benefits of a small business consultant Who needs small business consulting services?

Consulting 98

Consulting Social Media Financial Sales 98

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Wootric

DECEMBER 2, 2019

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty.

Voice of Customer 52

Voice of Customer NPS Net Promoter Score Insights 52

Enalyzer

MARCH 20, 2018

Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Every single touchpoint presents a valuable opportunity to engage with your customers, listen to what they have to say and use their feedback in order to optimize your customer journey.

Touchpoint 50

Touchpoint Customer Journey Net Promoter Score Social Media 50

Amity

APRIL 19, 2018

I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. If The Customer Has To Contact You, You’ve Already Failed The Relationship. Let me offer you this. Think about yourself as a consumer.

Webinar 91

Webinar Customer Success Customer Base Consumers 91

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

Kayako

AUGUST 22, 2019

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Email & Webinars. Training webinars.

Webinar 56

Webinar Blog Customer Journey Customer Success 56

SurveySparrow

DECEMBER 19, 2020

The coronavirus outbreak flipped our lives 360 degrees and changed the way we work in just a couple of months. The anxiety, fear, uncertainty, and isolation affected all of us and brought fatal consequences with it. Amid this pandemic, the employees continue to suffer from work-life balance, health, and financial concerns.

Financial 52

Financial Hotels Communication Magazine 52

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. But think again. Background.

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Management 40

Management Call Center Connections 2012 40

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! How easy is it to: Identify trends? Where to start though?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! How easy is it to: Identify trends? Where to start though?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! How easy is it to: Identify trends? Where to start though?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Bizagi

JULY 17, 2020

Leaders can now see that in order to protect their future, they need to replace manual processes and rigid systems with agile technologies that enable them to adapt,” says Gustavo Gomez, Bizagi CEO. In recent months the most digitally innovative companies have been much more able to navigate the disruption of COVID-19.

Competitive Advantage 52

Competitive Advantage Webinar Download 2020 52

SurveySparrow

JUNE 24, 2021

The voice inside your customer’s head-. Believe us, we’ve conducted countless surveys for both employees and customers, and almost always, we get a few who admit to such thinking. Every customer, new or old, craves the right experience at the right time from companies. Why aren’t they focusing on other products.

2021 52

2021 Net Promoter Score Feedback Customer Satisfaction 52

West Monroe

JANUARY 24, 2022

We will also examine three areas that HT&S companies—including those that sell software products, platforms, or software-enabled services—and private equity firms can consider for targeted investment to support profitable growth: revenue optimization, customer experience, and product advancements.

2022 40

2022 B2B Chief Customer Officer Financial 40

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

2021 45

2021 Events Social Media 2013 45

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Kerry Bodine

NOVEMBER 15, 2017

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We believe that you can’t outsource a great customer experience. Customers’ goals and tasks don’t fit neatly into one bucket in your org chart, but span multiple departments and channels—so customer journeys are inherently cross-functional.

Webinar 48

Webinar Workshop Customer Journey Mapping Contact Center 48

Magellan Solutions

JULY 15, 2021

Of course there’s also a pay per hour appointment setting service. That way, you can determine how much you need to spend for your business to business appointment setting service. . That way, you can determine how much you need to spend for your business to business appointment setting service. . Company’s Background.

Call Center 40

Call Center B2B Sales Retail 40