Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. How can companies ensure that they are ready for a successful Mother’s Day and can deal with any unforeseen problems? How a unified agent desktop empowers your advisors and better engages customers.

Customer Service 122

Customer Service 2022 Presentation Customers 122

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Measurement 493

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. This has a negative impact on the customer, the agent, and the business in terms of productivity and satisfaction. Published on: February 25, 2022.

Engagement 125

Engagement 2022 Interaction Technology 125

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers.

Customer Success 102

Customer Success Management Customers Healthcare 102

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience! All while being built on AWS’s world-class infrastructure.

Advertising 64

Advertising Technology Marketing Customer Engagement 64

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Published on: January 31, 2022.

2022 111

2022 Culture Blog Article 111

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! We love data-driven insights,” he says.

2024 105

2024 Customer Journey NPS Customer Success 105

Gainsight

MAY 31, 2023

When evaluating customer success software, review platforms such as G2 and TrustRadius can be invaluable resources. The G2 Spring 2023 Grid Report for Customer Success was released, and it ranked the top 10 Customer Success solutions on two axes: Market Presence and Customer Satisfaction.

Leadership 52

Leadership 2023 Customer Satisfaction Customer Success 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 102

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 102

CSM Magazine

FEBRUARY 16, 2024

The event will play host to a wide range of showcases from various businesses, each sharing solutions and technology focused on different aspects of customer experience management. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center 2024 Seminar Insights 52

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Social Media Roadmap Webinar 52

BirdEye

SEPTEMBER 6, 2023

Online reviews unlock a wealth of knowledge for prospective customers. From the smallest purchases to a huge investment such as a car, online reviews are the new digital word-of-mouth and have the potential to sway purchase decisions and shape the success of your business. Does reputation affect consumer choices?

2023 116

2023 Consumers Multi-Channel Healthcare 116

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

2023 52

2023 Customer Success NPS 2022 52

CSM Magazine

SEPTEMBER 14, 2023

The report also recognizes Calabrio as a Value Index Leader in 6 of 7 evaluation categories: Adaptability, Capability, Manageability, Reliability, Usability, and Validation. Our success is fueled by our customers’ success. Calabrio is ranked the number one vendor for Reliability and Usability.

2023 59

2023 Management Contact Center Customer Centricity 59

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

B2B 71

B2B Customer Service B2C 2022 71

BirdEye

DECEMBER 26, 2023

But most struggle with the decision as they have no proof that customers will support it. By monitoring customer signals and feedback, you can know your standing in the market and try to become the #1 choice against all odds. Brand salience helps businesses measure customer loyalty and understand their purchase preferences.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

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.

2023 40

2023 Leadership 2012 2010 40

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. CustomerSure was a clear winner for us to partner with for a number of reasons.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

BirdEye

DECEMBER 13, 2023

Eddy Cue, Senior Vice President of Services, Apple, said, “Apple Business Connect gives every business owner the tools they need to connect with customers more directly and control how billions of people see and engage with their products and services every day.” Features like Showcases and Actions allow you to drive customer engagement.

Connections 110

Connections Document Information Insights 110

Lumoa

MAY 19, 2022

Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. Insights about the top performing shopping app categories (spoiler: beauty and grocery apps).

2022 83

2022 Download Retail Customer Satisfaction 83

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business. surveys can reveal which platforms or channels successfully engage your customers. How did you hear about us?”

Social Media 78

Social Media Advertising Events Insights 78

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. COVID triggered a forced acceleration of digital transformation across the QSR category.

2001 52

2001 Omnichannel Consumers Brands 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. This can only be done by owning the customer relationship. Food delivery apps are emerging as the real winners. It’s time to take back your margin.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. This can only be done by owning the customer relationship. Food delivery apps are emerging as the real winners. It’s time to take back your margin.

2022 52

2022 Roadmap Customer Relationships Brands 52

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example.

Banking 79

Banking Customer Service Social Media 2020 79

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Here are my top five picks from last week.

Article 78

Article 2023 2028 Customer Service 78

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. as well as feedback surveys.

2019 106

2019 2020 Customer Satisfaction Social Media 106

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52