CloudCherry

FEBRUARY 26, 2019

As of 2018, Customer Insights Pros mine customer data from an average of six different sources for insights, employing eight analytical techniques! LEADERS, FOLLOWERS AND LAGGARDS OF CUSTOMER ANALYTICS. 2018 sees a significant rise in the number of companies that fall under the ‘Leaders’ category. is a good start.

2018 256

2018 2014 Measurement Retail 256

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. My Comment: A self-service experience falls under at least two categories. Imagine that… A Top Five List!

Article 76

Article 2024 Customer Service Airlines 76

Experience Investigators by 360Connext

JUNE 22, 2021

Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. One of the questions I love to ask business leaders who are exploring customer experience is how much they know about their at-risk customers. And yet business leaders are often asked to focus on the customers-yet-to-be.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team? Published on: July 02, 2020.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Alida

AUGUST 26, 2016

Compared to social communities, this category provides a more structured way of gathering innovative ideas because support communities allow brands to track product- and service-related conversations. Insight communities are made up of carefully selected groups of customers who maintain a long-term relationship with brands.

Social Media 167

Social Media 2015 Innovation 2014 167

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. It has allowed us to provide far more holistic visibility and understanding to our team, as well as far more actionability with regard to our data.” —Mid-market

2023 104

2023 Customer Journey Mapping Customer Journey Customer Success 104

Eptica

JULY 15, 2020

Customer service: what you can learn from great business leaders. Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, Share this page on: Tweet.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

CloudCherry

AUGUST 26, 2019

The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. First, it was immediately clear that B2B leaders believe CX measurement programs can yield actionable insights for their organizations.

B2B 199

B2B 2019 Insights Metrics 199

CSM Magazine

FEBRUARY 8, 2022

Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher and Calabrio equally earned the highest user adoption rating in the category. “We We are thrilled that the Calabrio ONE suite was named a Leader in the Winter 2022 G2 Report for Contact Centre Workforce Software. Compared with the category average of 90%.

2022 59

2022 Customer Satisfaction Insights Innovation 59

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category. With a trScore of 8.2 With a trScore of 8.2 Reviewers on TrustRadius have rated ChurnZero an 8.8

2021 98

2021 B2B 2016 Touchpoint 98

Totango

FEBRUARY 8, 2021

The company’s research team analyzes these reviews to determine the top products and companies across a variety of categories. Totango empowers businesses to unlock valuable insights from customer data and orchestrate their customer engagement model to achieve vast business results.

2021 99

2021 Customer Journey Leadership Customer Success 99

Thematic

AUGUST 21, 2023

At Thematic, our mission is to help customer-focused companies find rich, actionable insights from massive amounts of feedback. Using our AI-powered tools, Atlassian have scaled their feedback analysis to empower their product teams with insights that matter. In the meantime, you can check out the full awards shortlist here: [link]

2023 62

2023 Feedback Innovation Insights 62

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status.

Customer Success 94

Customer Success 2023 B2B Customer Relationship Management 94

Zeisler Consulting

OCTOBER 22, 2020

Customer Success roles are often at executive levels, although these leaders also usually have teams helping them out, too, so not all CS roles are executive in nature. In fact, while some Customer Success practitioners have literally one Customer to take care of, some are assigned to an entire category or segment.

Customer Success 93

Customer Success Customer Centricity Culture Customers 93

SurveyGizmo

DECEMBER 21, 2021

LOUISVILLE, COLORADO, DECEMBER 21, 2021 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today that G2.com Every month, more than three million people visit G2’s site to gain unique insights.

2022 52

2022 Feedback 2021 Technology 52

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. Curt explains that retailers want to talk categories or departments, not brands.

Retail 111

Retail Customer Experience Chief Customer Officer Customer Centricity 111

Gainsight

MAY 31, 2023

Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Gainsight CS, the company’s customer success platform, has earned accolades from G2 in two different categories.

Leadership 52

Leadership 2023 Customer Satisfaction Customer Success 52

CSM Magazine

FEBRUARY 17, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. The categories are: Usability. Manageability. Reliability.

Management 52

Management 2022 Return on Investment Download 52

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. The categories are: Usability. Manageability. Reliability.

Management 52

Management 2022 Contact Center Return on Investment 52

ShepHyken

APRIL 18, 2022

Not every shopper falls neatly into one of two categories, and many have different behaviors for different product categories. Gartner has identified observability as, “…the evolution of monitoring into a process that offers insights to speed innovation and enhance CX.”. by Annette Franz. (CX

Article 69

Article 2022 Customer Service Retail 69

Quadient

SEPTEMBER 16, 2022

When the Journey is the Destination, Quadient is a Leader. Well, according to the recent Forrester Wave™ on Journey Mapping Platforms by Forrester’s Joanna de Quintanilha , Michelle Beeson , and Paul McKay , Quadient's Inspire Journey solution is a Leader in the Journey Mapping Platform market. Product line category.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Wootric

APRIL 22, 2021

Wootric by InMoment, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a Leader in the G2 Crowd Grid Report for Feedback Analytics for Spring 2021. In addition to being a leader in the Feedback Analytics grid, Wootric was the top-ranked High Performer in Experience Management Software.

2021 52

2021 Feedback Return on Investment ROI 52

Strativity

DECEMBER 5, 2022

. “The Material Fidelity Index is a powerful, valuable tool giving business leaders insight about the highest value strike points for customer experience transformation. Research techniques grounded in behavioral science that unlock key insights into consumer habits and preferences.

Customer Relationships 52

Customer Relationships Consumers Net Promoter Score Brands 52

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. If you don’t know the right answers, you can split up mentions into categories and distribute to different team members or experts in the field. Don’t shy away from criticism.

B2B 59

B2B Brands Social Media Wireless 59

West Monroe

APRIL 17, 2024

Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. These fall into three categories: strategy, operations, and talent. What will need to change to recruit potential leaders? Bad leaders lose talent. Where are the biggest gaps?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

CustomerSuccessBox

MAY 18, 2022

Being one of the thought leaders in the niche, Puneet Kataria has incredible insights to share on the topics in the domain. The impeccable insights from Jason M.Jenkins are fall under the top 100 blogs for entrepreneurs. And must say he delivers incredible insights on customer success and the blogs are worth the attention!

2022 52

2022 Blog Customer Success Definition 52

Customer Bliss

DECEMBER 8, 2017

As many C-suite leaders know—often times—when data comes in from surveys, it’s analyzed by survey question and within silos. In addition, we lacked qualitative insight to advance our understanding of the meaning behind the scores. So overall, we had a lot of feedback but challenges in gaining insights from it.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.” And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward.

Multi-Channel 116

Multi-Channel 2023 Customer Success Omnichannel 116

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. So, here’s a great article on surveys that will help you gain more insights from your customers. We examine their customer experience strategies using five evaluation categories.

Article 110

Article 2019 Customer Service Customer Service Training 110

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Some cluster and categorize data from bottom-up, while some categorize sentences to the pre-defined categories. Example on categories and sub-categories.

NPS 121

NPS Financial Feedback Net Promoter Score 121

SurveySparrow

MAY 24, 2023

It’s a potent blend of psychological and competency data, providing deep insights into one’s leadership capabilities and developmental areas. The framework helps leaders identify their current level and provides a roadmap to ascend the leadership ladder. Please enter a valid Email ID.

Leadership 52

Leadership Culture Feedback Insights 52

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. If you don’t know the right answers, you can split up mentions into categories and distribute to different team members or experts in the field. Don’t shy away from criticism.

B2B 52

B2B Brands Social Media Wireless 52

Eptica

JUNE 11, 2020

Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today. More about Sir Humphry Davy ] Hopefully, there are insights here that inspire you and your team. Published on: June 11, 2020.

Customer Service 72

Customer Service Customer Centricity 2020 Customer Satisfaction 72

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. A customer satisfaction (CSAT) score is one of the most insightful customer service metrics. What Is a CSAT Score? CSAT is measured through a Likert scale question. What Is CES?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

ShepHyken

JANUARY 31, 2022

My Comment: This article falls into the category of attitude versus skill. Engati) Whether you’re looking for inspiration, or you’re interested in getting fantastic insights on the latest Customer Experience and Artificial Intelligence trends, Engati CX is the place to be. There is a level of personal contact that cannot be ignored.

2022 64

2022 Article Customer Service Contact Center 64

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Business as usual*.

Insights 103

Insights Call Center Feedback Roadmap 103

Gainsight

JANUARY 25, 2023

Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Below are the responsibilities every CEO should look for in their Customer Success leader. Bob Stoneking, and Vineet Puri. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Effort Score Metrics Leadership 52