Think Customers

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. The aspiration should be: Meet the customers where they are and deliver amazing service,” he said. Understand your customer and why they are engaging.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

Lithium

AUGUST 3, 2021

This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Khoros Engage has it all – dynamic general sessions, thought-provoking breakout discussions, practical tips, and virtual networking. ?We Sign up now Influence our roadmap. Register now.

2021 52

2021 Webinar Events Download 52

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

Lithium

OCTOBER 4, 2022

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. Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems.

Roadmap 52

Roadmap Travel Hospitality Social Media 52

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. In this webinar, English doubled down on: Gaining an understanding of what discovery engagement is and why it’s critical to organizational success.

Roadmap 41

Roadmap Workshop Webinar 2021 41

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Gainsight

DECEMBER 8, 2022

Using Gainsight Journey Orchestrator, Salesforce, Calendly, and group webinars, the company was able to convert its drawn-out and highly personalized onboarding journey into a standardized, templated digital journey. Utilize Zoom for customer engagement upon request with on-the-spot how-tos driven through Loom.

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

Lithium

JANUARY 7, 2021

We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. This group was created to share content, best practices, and collaborate on ways to handle digital customer engagement during crises like the COVID-19 Coronavirus pandemic. Missed out on our recent Khoros Roadmap Webinar?

Webinar 52

Webinar Roadmap Government 2020 52

Lithium

JULY 5, 2022

The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Salesforce Connector 4.3

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

ClientSuccess

NOVEMBER 22, 2021

Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data. Customer Engagement. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Lithium

MARCH 16, 2020

We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. This group was created to share content, best practices, and collaborate on ways to handle digital customer engagement during crises like the COVID-19 Coronavirus pandemic. Missed out on our recent Khoros Roadmap Webinar?

Webinar 52

Webinar Roadmap Government 2020 52

Gainsight

MARCH 21, 2023

CS Advisor and Fractional CCO at Growth Molecules, Sonia Leighton, CCO at Arbor Education, and Adam Joseph, RVP of CS EMEA at Gainsight for leading an insightful and engaging conversation. For instance, we heard how in-app onboarding engagements helped to increase the volume of customer onboarding.

ROI 52

ROI 2023 Roadmap Metrics 52

Gainsight

JULY 26, 2022

Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Responses can also be integrated into health score so that product engagement can filter into your overall CS strategy. .

NPS 59

NPS Webinar Roadmap Feedback 59

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience Consulting Insurance 76

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. MAU and DAU give insight into engagement, adoption, and overall user health. Some companies use the Average Page View count to get an overview of customer engagement. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Think Customers

JUNE 1, 2020

During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a technology-enabled, empathetic approach. Centralize the response, but personalize the outreach.

Government 52

Government Webinar Roadmap Contact Center 52

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Analyze your posts’ engagement rates, click-through rates, and reach to identify the content that resonates with your audience.

Social Media 93

Social Media Measurement Metrics Brands 93

Talkdesk

MARCH 12, 2020

Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

Gainsight

FEBRUARY 20, 2019

Product teams can’t do this without a customer-facing counterpart, but they also shouldn’t rely solely on customer success teams to drive adoption. Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in MAU, DAU, or CLV.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Help Scout

SEPTEMBER 18, 2018

The approach reflects a shift in the market wherein customer-centric companies are leveraging their support teams toward revenue-generating activities. From the support team’s perspective, Support-Driven Growth means: Applying the improv principle of “Yes, and …” in points of engagement to drive further product adoption.

Webinar 40

Webinar Customer Centricity Sales Roadmap 40

SmartKarrot

JANUARY 18, 2023

Participate in webinars as a subject matter expert as needed. Coordinate the various departments associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints. Contribute to the creation of training or marketing assets.

Customer Success 19

Customer Success Roadmap Document Webinar 19

ChurnZero

JANUARY 10, 2020

As Chief Customer Success Officer, Lisa will represent the voice of the Forcepoint customer, working cross-functionally to reimagine how leading cybersecurity companies should engage with their customers. I love Mimecast’s customer-first approach to doing business. Who else would you add to the list? . .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform.

Customer Success 19

Customer Success Roadmap Document Webinar 19

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Lead a group of customer success managers and make sure they are working towards the same goals.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

Lithium

JUNE 7, 2022

Winners will be announced on Atlas and Khoros social channels, and will receive an award at Khoros Engage in September. Resource Round-up | Khoros Roadmap 2022 | Q2 This post outlines "now available" features mentioned for each Khoros product and helpful resources. TikTok Webinar: How to Rock the Tok, Thursday, June 16 Save your spot.

Social Media 10

Social Media Roadmap Webinar Entertainment 10

ClientSuccess

OCTOBER 10, 2017

There might not be as much 1:1 engagement between the customer and a CSM here, but that doesn’t mean customer success can’t have a role during this stage. Customers in the Evaluation Stage work mostly with marketing and sales to figure out if a company really is the best fit for what they are looking for. Value Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

SurveySparrow

MARCH 16, 2019

Stencil is simple to use and built for speed, meaning anyone can create beautiful images quickly to double their social media engagement. Companies who have partnered with Slack’s platform is promised an increased adoption rate, deeper user engagement, and, to everyone’s delight, a profound customer delight.

2019 75

2019 Marketing E Commerce Social Media 75

ChurnZero

AUGUST 18, 2020

Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. That’s why we invited Jason Whitehead, CEO of Tri Tuns to join us for a webinar to introduce the “Success Chain Management” model. Improve and mature your Customer Success program to maximize mutual success.

Customer Engagement 98

Customer Engagement Engagement Customer Success Reference 98

ChurnZero

AUGUST 23, 2019

Customer Success) and it is even more critical to build out “Customer Success Operations”. To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative.

NPS 40

NPS Customer Success Sales Metrics 40

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Is my customer healthy? Read the full transcript to learn more. The Interview: .

NPS 69

NPS Customers Customer Success Measurement 69

SmartKarrot

MAY 10, 2021

Working on new customer onboardings to map their business needs and design bespoke centered solutions tailored to their use cases and business logic. Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

SmartKarrot

NOVEMBER 23, 2020

As a Customer Success Manager, you will drive continual product adoption and expansion of the Divvy platform products with medium-sized business cohorts. Monitor customer health, product utilization, & trends in customer spend while using data to drive proactive customer engagement.

Customer Success 10

Customer Success Leadership Roadmap Customers 10

SmartKarrot

DECEMBER 2, 2020

Role: Director of Customer Success Location: Remote, San Francisco, CA, US Organization: Wonderschool As a Director of Customer Success, you will manage, coach, inspire a talented team of technical Onboarders and customer support/success. Create NPS scoring and exceed industry standards.

Customer Success 10

Customer Success Roadmap Sales Customers 10

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Product adoption is when customers are comfortable with the product and know how to derive value from it. Just ask your customers. How to know where to improve?

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Gainsight

AUGUST 12, 2022

Swerve around roadmap detours to stay on track. Bad products come from bad roadmaps, according to Albuquerque. In a recent blog , he points out that ineffective roadmaps typically start with a solution-first focus on building features, or a shopping list from executives who just want to build something. iHeart Radio.

Roadmap 59

Roadmap Sports Metrics Webinar 59

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. Effective strategies begin with three thoughts: will this have a net negative, a net neutral, or a net positive impact on your customers.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52