8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. How easy is it to: Identify trends? Where to start though?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

CX Journey

AUGUST 29, 2018

But, more widely, all is still not well in the CX garden. With a gentle (mostly) and dry Canadian wit, Gerry exposes the first secret of CX: in most cases it ain’t yet working. All businesses who’ve succeeded at CX have developed both. That is the theme of this latest book from Gerry Brown.

Books 34

Books Hotels Consulting Culture 34

VDS

APRIL 1, 2019

The ability to increase revenue and efficiencies, as well as improve agent/employee satisfaction. Improve customer satisfaction/experiences. Risks of maintaining legacy/ on-premises: outdated, difficult to scale, and expensive to maintain, difficult to integrate with modern cloud software investments. Systems are scalable.

Contact Center 40

Contact Center Customer Journey Leadership Call Center 40

SmartKarrot

APRIL 20, 2023

This blog post will explore six highly-valuable resources to help you take your customer success strategy to the next level. The escalation playbook also consists of important contact information for the key stakeholders involved, as well as templates that the CSMs can use for escalated communications.

Customer Success 19

Customer Success Books Customers Customer Satisfaction 19

VDS

OCTOBER 2, 2023

Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. Key Takeaways Evaluate potential Genesys Cloud partners based on their experience, capabilities, integration, and support offerings.

Contact Center 52

Contact Center Customer Journey Technology Interaction 52

Kustomer

JUNE 27, 2022

High-quality software solutions and tools are versatile and can be used across industries such as healthcare, education, retail, e-commerce, and finance, as well as anything in-between, that necessitates customer communication. All the capabilities cloud computing is able to execute serve to improve and enhance CX.

2022 98

2022 Customer Service E Commerce E-support 98

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). A “con” of the metric that is often cited is that while NPS tells you how customers feel about your company overall, it doesn’t directly drill down to the specifics as other surveys do. The customer journey.

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

Upstream Works

FEBRUARY 10, 2021

Contact centers have been moving towards omnichannel for years, and they will get closer as cloud becomes more widely-adopted during the pandemic. The main benefit is for agents to communicate in real time across whatever channels the customer prefers without compromising their ability to provide great service.

Contact Center 78

Contact Center 2021 Technology Omnichannel 78

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. Anika Zubair is a Customer Success leader working with inSided, a customer success community platform, as Vice President of Customer Success. Annette Franz is the Founder and CEO of CX Journey Inc.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify. However, it may not be as suitable for managers.

E Commerce 52

E Commerce 2024 E-support Feedback 52

SmartKarrot

NOVEMBER 2, 2020

According to Marketing Metrics , the rate of success while selling to an existing customer is close to 70%, while the same for a new prospect is 5-20%. He is a professional marketer helping companies improve their efforts in marketing through blogging, books, videos, and public speaking. Reuben Yonatan, CEO, GetVoIP.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? The key to converting traditional finance functions into agile ones is embracing modern technology, such as artificial intelligence (AI) and the cloud, as well as adopting the principles of agile – originally a software development methodology.

Financial 52

Financial Culture Competitive Advantage Innovation 52

Thematic

JUNE 13, 2023

You already know you need an amazing customer experience (CX) to keep retention high. In this blog post, we’ll discuss: What Voice of Customer (VoC) is The benefits of using Voice of Customer tools The 8 best Voice of Customer tools What is Voice of Customer (VoC)? Improve customer satisfaction and loyalty.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? The key to converting traditional finance functions into agile ones is embracing modern technology, such as artificial intelligence (AI) and the cloud, as well as adopting the principles of agile – originally a software development methodology.

Financial 52

Financial Culture Competitive Advantage Innovation 52

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Circular Edge

JUNE 22, 2023

This is especially true for businesses migrating to cloud ERP systems, which deliver intangible benefits whose ROI is less easy to quantify in dollars. Cloud-based ERP systems, in particular, offer an attractive growth platform, especially for companies that need to scale up quickly to manage the growing complexity of their operations.

ROI 52

ROI Return on Investment Reference Metrics 52

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? Once information is compiled in that central database, leaders gain cross-departmental visibility that empowers them to analyze various scenarios, discover process improvements and generate major efficiency gains. Why Is ERP Important for Businesses?

Financial 52

Financial Multi-Channel Information Management 52

Circular Edge

MAY 12, 2022

Blog Credit: Scott Beaver, July 14, 2021 (Quote-to-Cash Process: What It Is, Benefits, & Examples | NetSuite). While quote-to-cash may look different across industries and business types, many common quote-to-cash process steps may be improved or automated to help companies increase revenue while cutting costs.

Sales 52

Sales Customer Relationship Management Document Competitive Advantage 52

SurveySparrow

OCTOBER 18, 2022

In this blog post, we will explore 10 Zoho Desk alternatives that have similar or better features. . Salesforce Service Cloud. Freshdesk is a cloud-based customer service software. Zoho Desk is a popular customer service software, but it’s not the only one out there! These alternatives are: . SurveySparrow. Help Scout.

Customer Service 52

Customer Service Multi-Channel Social Media Omnichannel 52

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Once again we had a great group of nominees, making the scoring difficult for the judges.

2015 97

2015 Multi-Channel 2014 CEM 97

ERDM

SEPTEMBER 11, 2017

Yet, customers don’t feel that companies are delivering high quality customer experience (CX), and one in five consumers stopped purchasing from a company after a poor experience, Capgemini’s research found. As empowered consumers, they expected engagement oriented communications and experiences. ROI also requires CX-focused content.

ROI 40

ROI Metrics Consumers Sales 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Currency Alliance

FEBRUARY 26, 2019

But high implementation cost is no longer a constraint for loyalty programs, as the major loyalty technologies are now cloud-based (although not all embrace a low cost SaaS business model). A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Circular Edge

AUGUST 19, 2022

Blog Credit: Andy Morris, March 23, 2021 (How Business Intelligence Is Used in Accounting Today | NetSuite). Organizations use business intelligence software to analyze data and inform performance metrics, such as financial, sales, marketing or operations KPIs. Achieve Better Business Results with NetSuite & Circular Edge.

Financial 52

Financial Retail Sports Metrics 52

Beyond Philosophy

JANUARY 12, 2022

I participated in a panel discussion on helping retailers and wholesalers find better ways to improve the digital Customer Experience. We improve them. ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. Along with Belwadi Srikanth , Group Product Manager, Google, Inc.(aka,

Retail 139

Retail Contact Center 2021 Customers 139

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Nowadays, companies have a choice of whether to purchase software with on-premises deployment or a web-based software solution that stores data on the cloud. The question is a loaded one. Business on a Budget Seeks Uncomplicated CRM.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42

Comm100

FEBRUARY 5, 2018

After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for.

Social Media 49

Social Media Customer Engagement Engagement Marketing 49