Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. To me, that’s hugely positive. You have data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Here are some key insights. How do they apply customer feedback to enhance and transform the customer experience? According to Kerr, the tactical side of things comes first.

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

Lumoa

APRIL 18, 2023

Due to the sheer volume of tools used and data collected, it has become cumbersome and time-consuming—and sometimes near impossible—to generate useful insights at the pace necessary to stay ahead of the competition. All of these data sources are things you can analyze to better understand your customers’ expectations and frustrations.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey. Need help getting started?

Customer Success 101

Customer Success Customer Journey Mapping 2024 Automotive 101

BirdEye

MARCH 17, 2023

By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. The insights gained from social listening can be invaluable when it comes to making strategic business decisions.

Social Media 98

Social Media Feedback Insights Brands 98

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? Define and design the customer journey. Journey Orchestrator. Engagement.

Webinar 52

Webinar Customer Success Customer Journey Events 52

Confirmit

APRIL 22, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

Customer Experience 40

Customer Experience Webinar Download Customer Journey 40

NICE inContact

AUGUST 21, 2019

It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights. Take an Outside-in View of the Customer not an Inside-out Organizational View. Get a Large Data Set to know More about your Customer.

Contact Center 54

Contact Center Customer Experience Effort Score Call Center 54

NICE inContact

AUGUST 21, 2019

It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights. Take an Outside-in View of the Customer not an Inside-out Organizational View. Get a Large Data Set to know More about your Customer.

Contact Center 54

Contact Center Customer Experience Effort Score Call Center 54

Totango

SEPTEMBER 24, 2020

In order to increase customer satisfaction and retention, value must be delivered from the very beginning during the evaluation and purchasing stages, during onboarding , and continue throughout the customer journey. Creating value for customers should involve: Starting Early in the Customer Journey.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This will improve the self-service experience for customers. You’re lowering call volume.

Contact Center 54

Contact Center 2008 Travel 2018 54

Confirmit

SEPTEMBER 20, 2018

Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journey Mapping Return on Investment 40

Confirmit

APRIL 18, 2019

Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journey Mapping Return on Investment 40

CSM Magazine

APRIL 12, 2023

That’s why Reuters Events is inviting you to attend their upcoming webinar ‘Overcoming Adversity: Drive insights into action with AI-powered listening and consumer intelligence’! Click here to join live or pre-order the recording! Hope to see you there!

Webinar 52

Webinar Customer Insights Insights Competitive Advantage 52

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Qualtrics

JANUARY 19, 2017

Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the overall customer experience vision, increasing the chance for your program to succeed. Based on the webinar presented by Ron Ritter and Will Enger from McKinsey & Company, as a part of CXWeek by Qualtrics.

Insights 25

Insights Webinar Leadership Presentation 25

Talkdesk

AUGUST 19, 2015

Customer surveys are the perfect tool to take the pulse of the customer. They provide you with information about whether you are exceeding, meeting or falling short of your customers’ expectations. These insights help you make better business decisions that can impact your bottom line. Pick the right time to ask.

Customer Satisfaction 68

Customer Satisfaction Webinar Measurement Call Center 68

Gainsight

JULY 16, 2021

Using the right CS tech platform should provide you with features and functionality to give you visibility into your customer base. But are you leveraging it enough and in the proper manner to leverage the advanced analytics to uncover more meaningful insights? It can also aid in making more data-driven decisions. How was that, Coach?

Sports 40

Sports Customer Journey Customer Success Webinar 40

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. A Customer Success platform allows CSMs to manage more accounts at a higher level.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Solvvy

AUGUST 31, 2022

If your business is in a competitive market, such as financial, banking, Software as a Service (SaaS), or consumer services, your customers have many choices of where to make investments or spend their budget. Or when a specific employee is involved, scores are low, while customers may provide positive reactions to the rest of the team.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Qualtrics

SEPTEMBER 24, 2019

It’s about gathering and distributing actionable customer insights across the whole of the organization. For example,” says Aimee, “how does your CX team share actionable insights across the business? Is it done in such a way that allows people to diagnose customer pain points? Insights are readily available.

Competitive Advantage 22

Competitive Advantage Insights Webinar Measurement 22

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey. 3: AI-empowered agents who use customer insights to provide better service.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey. 3: AI-empowered agents who use customer insights to provide better service.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

SurveySparrow

JULY 3, 2023

Customer experience is no longer a buzzword but a core strategy that drives business success. have gained popularity for enabling businesses to create interactive content, thereby enriching the customer journey. SurveyMonkey SurveyMonkey brings sophisticated yet easy-to-use survey creation tools and insightful data analysis.

Multi-Channel 10

Multi-Channel Healthcare Customer Satisfaction Insights 10

SurveySparrow

SEPTEMBER 29, 2020

There’s really no shortage of studies that show that customer support makes you money. According to a study by American Express, customers spend 17% more on businesses that ensure good customer support. Great customer journeys also earn your loyalty and trust. It was a bad customer experience. .

E-support 59

E-support E Commerce Customers Webinar 59

SmartKarrot

MAY 21, 2021

Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer Success 10

Customer Success Metrics Measurement Webinar 10

SmartKarrot

SEPTEMBER 28, 2023

Communicate Value The benefits your product offers should be evident to your customers throughout their journey, not just during onboarding. Here’s an insightful article on how companies communicate value effectively – Three Ways How To communicate Value To Your Customers 4.

Customer Retention 10

Customer Retention Customer Success Customers Feedback 10

SmartKarrot

AUGUST 27, 2020

CSMs are more in touch with customers and better understand goals and challenges. Sharing their experiences, CS can help marketers understand what really clicks with the customers and how they evolve with the customer journey. By keeping the customer in mind, their outreach stays on message.

Customer Success 10

Customer Success Marketing Events Customer Centricity 10

Amity

MARCH 28, 2018

Synchronization - Automatically centralizing all relevant data points from various platforms used throughout the customer journey is necessary to gain a 360 understanding of your customer. Insights - The data you gather is turned into actionable insights. Communication.

Customer Success 95

Customer Success Webinar Customers Insights 95

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Peter Lavers

JUNE 4, 2018

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation. Please click here to sign up to the webinar, which starts at 4pm UK time. . . . .

Webinar 40

Webinar Retail Multi-Channel Customer Journey 40

Playvox

MARCH 19, 2024

Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends. And the list goes on.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Lumoa

SEPTEMBER 28, 2023

Upcoming webinars The Role of Customer Support in CX: How to leverage Customer Insights, enhance Customer Journeys, and the Future of Support – How can Marketing truly leverage customer feedback to drive value? Creating a Card from Dashboard or Collections page has now Custom Page features.

2023 16

2023 Webinar Touchpoint B2B 16

SurveySparrow

JANUARY 19, 2023

Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Last up, if your target audience has signed up for a specific download, like an eBook, whitepaper, or a webinar, leaving a Thank you with a ‘your download is ready’ message is crucial.

ROI 52

ROI Download Feedback Customer Care 52

SurveySparrow

JANUARY 19, 2023

Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Last up, if your target audience has signed up for a specific download, like an eBook, whitepaper, or a webinar, leaving a Thank you with a ‘your download is ready’ message is crucial.

ROI 52

ROI Download Feedback Customer Care 52