CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Let’s explore how you can use analytics to revolutionize your customer experience. Think about it. When do errors occur in product use?

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Managers.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Managers.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

InMoment XI

JULY 4, 2022

While designing surveys and preparing email marketing campaigns are important, you need to make sure the designs are in line with your customer vision and brand promise, and that your customer experience program can support the changes that you need to deliver. #3: 3: Holistic View.

ROI 493

ROI Return on Investment Social Media Measurement 493

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Digital: Set up consistent journey metrics (e.g.

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Lithium

APRIL 2, 2024

If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Khoros Academy: Early Access Program : If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024.

2024 52

2024 Webinar Roadmap Events 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. What can VoC do for you?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? What it does mean is that Customer Success should be more commercial than it has been up to this point.

Customer Success 52

Customer Success ROI Webinar Metrics 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

inQuba

JANUARY 27, 2023

What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward. Go to the webinar Twenty Years Later, is NPS Still Relevant?

2023 52

2023 Download Webinar NPS 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Playvox

FEBRUARY 27, 2024

Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice.

Engagement 73

Engagement Contact Center Culture Metrics 73

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Gainsight helped her consolidate all the customer data into a quick and easy overview.

Customer Success 52

Customer Success Document Webinar Metrics 52

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. But the metric is not without its share of ambiguities.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Metrics NPS 52

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Stop thinking about NPS as a metric. That’s right, zero. The Resolution.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

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. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. Retune your engagement model to reflect the reality of what you and your customer are experiencing right now.

Communication 127

Communication Webinar Metrics Customer Retention 127

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy.

Call Center 42

Call Center Metrics Insights Average Handle Time 42

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Your team is able to do more with less, you have more time with your Ops team to reanalyze and reiterate on processes, and hopefully, that makes you more efficient every day.

Customer Success 102

Customer Success Customer Journey Mapping 2024 Automotive 102

Feedbackly

OCTOBER 20, 2022

Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection.

Feedback 75

Feedback Multi-Channel NPS Webinar 75

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . Implementing a new customer success platform will require new processes and workflows to ensure everyone is on the same page.

Customer Success 105

Customer Success Webinar Metrics Leadership 105

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

2024 52

2024 Customer Success 2023 Leadership 52

Gainsight

AUGUST 24, 2020

In this scenario, it’s not only customers who would enjoy increased productivity and cut costs due to a highly efficient onboarding process. CSMs at SaaS companies could leverage tech-touch to quickly and effectively manage smaller accounts or their long-tail customers. Map the ideal customer journey on a timeline. .

Multi-Channel 105

Multi-Channel Webinar Effort Score Metrics 105

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Below are three examples worth sharing. Build from there.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

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

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

Customer Success 81

Customer Success Innovation Webinar Metrics 81

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Insights 52

Insights Customer Experience Metrics NPS 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

Totango

APRIL 26, 2021

Hi, We are excited to start our journey in Kyoto! . Digital Engagement – Living in a digital world means timely digital tools to manage, visualize, and drive the digital journey. Join us in ‍ this live webinar ‍ to learn more about Digital Customer Success. In Kyoto, we’re investing in: .

Webinar 62

Webinar Download NPS Definition 62