Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

ClientSuccess

MARCH 28, 2023

Knowing what your enterprise customers aim to achieve with your product can influence every decision made throughout the customer journey. Map Out the Customer Journey After comprehending the goals and vision of your large account, it’s time to chart out the customer journey.

Management 52

Management Webinar Customer Journey Roadmap 52

Lithium

MARCH 7, 2023

[Podcast] The Future of Conversational AI, with Khoros’ Gijs Van De Nieuwegiessen - This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen, and we discuss the velocity of conversational AI technology in different industries Communities 2023 Khoros Brand Communities Roadmap - More details are coming soon.

2023 52

2023 Omnichannel Webinar Social Media 52

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

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys. Encourage users to dive deeper into your product.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

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

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 78

Technology Customer Experience Consulting Insurance 78

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. . For many, that means triggering email communications at regular intervals or key milestones of the customer journey.

NPS 59

NPS Webinar Roadmap Feedback 59

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Address customer concerns head on, offering transparency and the opportunity to build trust. Who doesn’t want a piece of that?!

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Wootric

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

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

Amity

JANUARY 30, 2019

Create a CS mission statement that is shared across your organization, and where appropriate, with customers. Map and evaluate your customer journey (both current and desired state). Look at the structure that is required to support your CS definition, mission and desired customer journey.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

JULY 28, 2022

Lead a portfolio of Identity Europe accounts/opportunities and provide direction and sales engagement support. Engage with clients at all levels and be the lead for all client engagements. Work closely with all GBG internal stakeholders to ensure client and sector challenges are built into the product roadmap.

Customer Success 19

Customer Success User Experience Roadmap Customer Relationships 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

ChurnZero

JULY 12, 2019

This is the very initial stage in the onboarding journey that happens outside of your premises before prospects even engage with your assets (such as content, ads, website). User adoption occurs when you foster user activation and engagement. Other applications are very useful but not strictly engaging. Provide Value.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

ProProfs Chat

JULY 6, 2018

The experiences we provide today must meet the functional needs of the customer in a consistent and reliable way, but must also engage them with our brand. The experience itself – and the level of engagement (e.g. Listen to your customers so you can improve their experience. Engage them and listen to them.

Customer Service 100

Customer Service Culture Customers Interaction 100

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

Gainsight

OCTOBER 30, 2018

Depending on how long your contracts are, you may not realize you have a problem with your customer journey until it’s too late. Mitigate churn risks by paying close attention to your customers’ desired outcomes before and during their use with your product. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. What does the customer journey look like? Then the real customer success work begins.

Customer Success 40

Customer Success Webinar Customers Metrics 40

SmartKarrot

JULY 16, 2021

Leading, expanding, and mentoring the Customer Success team members by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team. Lead online webinars, consultations, and one-on-one demos to educate customers on the features of the product.

Customer Success 10

Customer Success Healthcare Consulting Roadmap 10

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

Customer Success 10

Customer Success Roadmap ROI Webinar 10

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Empower customers to connect their goals and challenges with the solution in Powtoon. Lead online webinars & demos to educate customers on the features of the product.

Customer Success 10

Customer Success Roadmap Webinar Customers 10

SmartKarrot

JANUARY 27, 2021

Develop, review and execute ‘Success Plans’ that roadmap the customer’s value and are reviewed quarterly during QBRs. Define, build, and oversee the process that enables the customer onboarding and engagement experience. Establish a cadence for product engagement and business reviews with customers.

Customer Success 10

Customer Success Airlines Roadmap Customers 10

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions. Be thankful for the 5% that do.

Social Media 262

Social Media Feedback Webinar Books 262

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

2023 52

2023 Chief Customer Officer Customer Journey Customer Success 52

8x8

DECEMBER 3, 2018

On Cyber Monday, Lenox was able to maintain an excellent customer experience in spite of the high call and chat volumes, ensuring all customers had a good experience. How to Improve Your Customer Experience. Even if you know customer service is important, not everyone has a clear roadmap for improvement.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. Q&A Recap.

Webinar 98

Webinar Sales Customer Success Customers 98

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. In-App Guides/Survey.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ClientSuccess

SEPTEMBER 8, 2020

Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. Map out the entire customer journey: Once you understand your large account’s goals and vision for your partnership, it’s time to map out the customer journey.

Management 52

Management Customer Journey Mapping Customer Journey Roadmap 52

ChurnZero

JANUARY 17, 2020

The real-time insights from Journeys allow you to monitor and adjust your customer’s trajectory as they continue down the path to a successful implementation. . Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time.

Metrics 72

Metrics Customer Success Insights Webinar 72

Amity

OCTOBER 31, 2016

Uberflip's intuitive and powerful platform helps marketers tailor and leverage content to engage with their audience at every stage of the buyer journey. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. A lot also happens with our sales team.

Customer Success 0

Customer Success Customers Definition Metrics 0

Thematic

MARCH 29, 2020

Most aren’t anonymous and customer metadata (spend, behavioural analytics and demographics) can be linked to feedback. Disadvantages: Survey fatigue (since everyone is surveying), low response rates, bias towards those who respond to surveys, varying level of insights, depending on how engaged are your customers or the quality of your survey.

Feedback 111

Feedback E-support Metrics Insights 111

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. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52