CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Interaction 52

Interaction Webinar Consulting Financial 52

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. So, stick to them. .

Customer Satisfaction 52

Customer Satisfaction Webinar Touchpoint Customers 52

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. What is the customer satisfaction score aka CSAT score? Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. .

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Register now to join live or pre-order the recording!

Customer Care 52

Customer Care Webinar 2022 2021 52

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs. How Chatbots Improve Customer Satisfaction.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

InMoment XI

SEPTEMBER 14, 2023

Authenticity should not just be a buzzword but a core value that informs all your interactions with customers. Training programs can be enhanced with guidelines on managing customer interactions, both online and offline. Watch our webinar to learn practical tips that can make a real difference.

Brands 260

Brands Management Social Media Feedback 260

Totango

JANUARY 16, 2020

Satisfaction is practical. That is the big difference in the customer delight vs customer satisfaction divide. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor. Delight is emotional.

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Customer Satisfaction Customers Customer Success Document 62

Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth.

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Demo Webinar Feedback Events 52

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. A vendor that complements your strategic objectives can bring fresh insights and innovation, enhancing your CX program’s impact on customer satisfaction and customer loyalty.

ROI 260

ROI Net Promoter Score Webinar Financial 260

Cyara

FEBRUARY 22, 2024

The last mile of a journey, whether that be a walk to your car after a long hike, a few final numbers added to the odometer as you near your destination, or – more metaphorically and also relevant to this blog post – the last few elements that must work seamlessly together to ensure your contact center agents can serve customers over the phone.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

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Webinar Customer Relationships Leadership Customer Success 72

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. To become a customer-centric organization, Stop No.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

SurveySparrow

JUNE 9, 2024

By implementing a few straightforward strategies, you can transform your email campaigns into powerful tools that capture attention and drive meaningful interactions. Behavioral Data: Use purchase history, website activity, and past interactions to tailor your messages and ensure that they are relevant and engaging.

B2C 52

B2C B2B Events Webinar 52

Totango

APRIL 4, 2024

This approach ensures that customer needs are addressed effectively throughout their entire journey, fostering stronger relationships, enhancing customer satisfaction, and increasing retention rates. Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

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Sales Customer Success Insights Webinar 89

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. Joe Kuhn, Solutions Architect at Interactions, dropped some serious knowledge bombs during the Q&A session, and we’ve rounded up his answers into a one stop guide. So, let’s dive right in! ROI: The Golden Metric Q.

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Interaction ROI Webinar Return on Investment 62

Gainsight

MARCH 21, 2024

In a recent webinar, Strategic CX in Action: How Tricentis Leverages AI for Customer Success and Support Alignment , Somya Kapoor, CEO and Co-founder, TheLoops, and Genady Rashkovan, VP of Global Support, Tricentis, discussed the role of AI in transforming Customer Support and Success. Let’s dive in!

Customer Success 52

Customer Success Webinar B2B Insights 52

RapportBoost

OCTOBER 20, 2018

The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

Playvox

FEBRUARY 6, 2024

In the context of a contact center, QM is the people, processes, and systems a contact center uses to monitor customer interactions to ensure they are being handled by contact center agents in the desired fashion. Due to time and resource constraints, contact centers only analyze a small percentage of their interactions.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Customer Journey Mapping Best Practices.

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

Totango

AUGUST 16, 2022

Customer retention software performs tasks that serve to promote subscription renewals and identify customers at risk of churn, such as: Ensuring successful onboarding. Tracking and improving customer satisfaction before subscription renewal deadlines. Reminding customers of renewal deadlines.

Customer Retention 100

Customer Retention Customer Success Customer Relationship Management Loyalty 100

Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can contact centres transform successfully?

2021 104

2021 Webinar Blog Customer Satisfaction 104

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support.

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Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. In fact, in a survey of 369 participants, 53% agreed that improving customer satisfaction is the top priority for service leaders. Improving CX results is the #1 priority for service leaders.

Webinar 36

Webinar 2019 CEM Customer Satisfaction 36

SurveySensum

JANUARY 4, 2024

Use Case: Mutual Fund Company The Challenge A prominent mutual fund company was on a mission to boost its customer retention rate by identifying issues in customer interactions. In this way, there were no issues as the customers directly interacted with the bank’s agents. Launch Your First NPS Survey!

NPS 52

NPS Webinar Banking Demo 52

SurveySparrow

DECEMBER 24, 2023

Read More: Customer Experience Journey Types of Customer Experience Surveys There’s no one-size-fits-all approach to customer experience surveys. Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. 5 Must-Use Customer Experience Survey Questions 1.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

InMoment XI

JUNE 22, 2022

Effective customer interaction is super dependent on speaking your audience’s language. James, how was the webinar with DocuSign?” the actual company they interacted with) is critical if you want to maximize that open rate. 5 Tips to Help You Write Engaging Email Survey Subject Lines. Tip #1: Establish the Right Tone.

Net Promoter Score 260

Net Promoter Score NPS Reference Feedback 260

Team Support

JUNE 20, 2023

By providing comprehensive and user-friendly self-service resources , such as knowledge bases, FAQs, and online forums, customer support teams can empower customers to resolve common issues on their own. Want to take a deeper dive into these best practices?

Customer Satisfaction 97

Customer Satisfaction Webinar Culture Interaction 97

GetFeedback

SEPTEMBER 24, 2019

For example, AI-powered speech analytics can help analyze sales interactions to highlight improvement opportunities like reps talking too much or discussing pricing too early in the call. Prove the ROI of customer satisfaction today with our free interactive calculator. . Check out the full webinar recording here.

ROI 150

ROI Webinar Sales Loyalty 150

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Learn more about the role of customer success in your organization in this webinar.

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Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle.

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Touchpoint Customer Journey B2B Customer Journey Mapping 116

SurveySparrow

AUGUST 28, 2023

Alright, let’s start with a bit of technical jargon—SaaS customer experience (CX) is the intricate dance of interactions, emotions, and perceptions that customers go through while navigating a Software as a Service (SaaS) product. Let’s break it down with an example.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. This dynamic support system caters to potential customers with questions about products or services, enhancing customer satisfaction.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Myra Golden

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. AI can free your agents to focus on complex customer issues and provide personalized service.

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Intimate knowledge of both “drivers” and “expectations” is foundational in the design of a good customer experience.

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E-support Competitive Advantage Webinar Loyalty 85