Wed.Feb 08, 2023

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Does Who’s Driving the CX Bus Make A Difference?

InMoment XI

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization. Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc.

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Reset Expectations About Who You Are Actually Meeting With

One Millimeter Mindset

It is time to reset expectations about who you and I are actually meeting with. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years. This observation goes for their experience of me, as well. How about you? Do you work with colleagues and clients who now feel like strangers?

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5 Common Pain Points of Digital Patient Engagement in Hospitals

kommunicate

Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84 to 52.7 million in 2020, and 37% of people used telemedicine in 2021. What do these numbers mean for the future of healthcare? The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog.

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Key SaaS Metrics that Matter

CSM Practice

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. Recent stats suggest over 90% of SaaS startups fold within three years due to the intensely competitive nature of the market. So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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GoSee Selects PCI Pal to Enhance Contact Centre Payment Experience

CSM Magazine

GoSee , which provides car, campervan and RV hire worldwide, has partnered with PCI Pal , the global SaaS provider of secure payment solutions for business communications, to secure its contact centre payments and enhanced the payment experience it provides. 8×8, a longstanding global PCI Pal partner, was selected by GoSee to manage an upgrade of its contact centre telephony platform.

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Keep Testers Engaged with These 10 Beta Activities

Centercode

There’s a wide variety of activities your beta testers are more than willing to do to help improve your product. The activities that make the most sense for your test will vary based on your product and objectives, but here are ten of the most common ones (spoiler alert: bug reports are just the tip of the iceberg!).

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What Consumers Like – and Detest – About Subscriptions

Forrester's Customer Insights

Consumers shared their attitudes towards subscriptions - see key highlights.

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Doctor online reputation management: 11 tips for improvement

BirdEye

As a doctor, your online reputation is everything. It can mean the difference between gaining new patients and falling behind with your business goals. That’s why it’s so important to focus on doctor online reputation management. But if you don’t know where to start, it can seem like an overwhelming task. In this article, we’ll provide tips and strategies that will help take control of your online presence and make sure potential patients have access to accurate information about you and y

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Feb 08 – Customer Success Jobs 

SmartKarrot

Role: VP Customer Success Location: United States (Remote) Organization: Unifyed As a VP of Customer Success, you’ll drive Customer Success Outcomes. Increase renewal rates and reduce churn. Expand revenue in accounts through cross-sell and up-sell. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Evaluating Who Should Own Saas Renewals

ClientSuccess

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

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Forrester: Optimove’s Total Economic Impact

Optimove

The post Forrester: Optimove’s Total Economic Impact appeared first on Optimove.

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Congratulations to Evergy, SECC Best Practice Award Winner!

Uplight

The Smart Energy Consumer Collaborative (SECC) has hosted six years of Best Practices Awards, recognizing leadership from electricity providers in the transition to a smarter, more consumer-focused energy ecosystem. According to SECC, the awards highlight programs, technologies, and strategies that have demonstrated clear benefits for residential or small business utility customers.

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Three Key Takeaways from Transform with Google

Merkle

At the end of January, Merkle brought together experts from across the digital marketing world to create the Transform with Google conference. Thought leaders from Merkle, Google, and top brands shared their inspiring work and discussed the topics top-of-mind as we forge ahead in 2023.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Episode107: Complaints 101

The DiJulius Group

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues? Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service.

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The Chemistry of Great CX: Great recommendations

MyCustomer

The bar for customer success has never been higher – when it comes to online shopping, customers expect excellence and fast service. Coveo’.

2023 55
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Competitor Insights that Should Impact Your Marketing Strategy

ReviewTrackers

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The US Inflation Outlook, 2023

Forrester's Customer Insights

In June 2022, the headline inflation in the US reached a 40-year high of 9.1%, spurring multitudes of news articles about the US economy and its impact on the US consumer wallet. The headline inflation number is important, but keep in mind that inflation varies (sometimes significantly) by category.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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How AI Drives Digital Customer Success

Gainsight

By Jake Ellis, Principal Product Evangelist, Gainsight From Alexa to ChatGPT, artificial intelligence (AI) has recently become a household name. It wasn’t long ago that the notion of tech-powered superintelligence supporting our day-to-day lives was the stuff of sci-fi. But today, we weave in and out of digitally guided journeys and virtual realities just as seamlessly as we navigate real-world experiences.

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ChurnZero earns G2 Best Software awards for 2023

ChurnZero

Washington, D.C., February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. In just a few years, ChurnZero’s rapid growth has seen the company go from new entrant status to an industry leader, employer of choice, and acclaimed innovator in the Customer Success category.

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Calabrio Earns Spot on G2’s 2023 Best Software Awards for Customer Service

CSM Magazine

Calabrio, the workforce performance company, today announced it has been named in G2’s 2023 Best Software Awards , on the Customer Service list. As the world’s largest and most trusted software marketplace, G2 is visited by 80 million software buyers each year. Its annual Best Software Awards rank the world’s best software companies and products based on authentic, timely reviews from real users.

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What to do After a Workplace Injury in Chicago

CSM Magazine

Workplace injuries are a common occurrence. Whether you work in a more dangerous industry like construction or get injured in an office environment, accidents can happen that lead to you missing time at work. This puts your livelihood at risk if you and your family are dependent on that income. It is important to know that you can recover from this situation and secure your future.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Top Side Hustle Ideas That Will Help You Earn Extra Cash Fast

CSM Magazine

Are you looking for ways to make some extra money on the side? With so many opportunities available, it can be hard to know where to start. Luckily, plenty of side hustle ideas can help you boost your income fast. From freelancing and tutoring online to participating in focus groups or renting out your home, these top side hustle ideas will help you earn extra cash quickly and conveniently.