Thu.Jan 13, 2022

Three Steps Chevron Federal Credit Union Took to Reinvigorate its CX Program

InMoment XI

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers.

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ChurnZero’s 10 Customer Success Leaders to Watch in 2022


As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

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Trending Sources

Don’t Leave Your Customers Stranded

Heart of the Customer

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.

2022 85

5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

2022 52

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?


The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

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More Trending

Jan 13 – Customer Success Jobs


Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption.

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Is Your Organization Ready for the Top Contact Center Trends of 2022?


If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022.

2022 83

Here’s Why You Should Make Videos a Bigger Part of Your Business

CSM Magazine

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them.

2022 52

The 5 Steps to Delivering What Customers Really Value in 2022


How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return.

2022 52

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Keeping People at The Heart of Expansion

CSM Magazine

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees.

2022 52

Adopting a Customer First Mentality | Aziz Razakov and Matt Chabrier


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, we have Matt Chabrier as our honorary host and his guest, Aziz Razakov. Aziz comes to us from MoneyLion to spill the secrets on creating a customer-obsessed company culture during our Kustomer Now event.

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International Survey Probes the Future of Customer Service and Considers Consumer Preferences

CSM Magazine

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA.

2022 52

IVR Software – What It Is And Why It Matters.

Call Experts

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers.

2022 52

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Cloud Contact Center Best Practices You Should Use In 2022


The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical.

2022 52

The importance of customer loyalty in banking and four ways to build it


A happy customer is a loyal customer, and nothing is more of a cornerstone of a successful business than customer loyalty. This is true for all industries, banking included.

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How to optimize the customer advocacy process


Providing constant value to the customers doesn’t automatically lead to them becoming your advocates. Many companies still believe the opposite. It is true to some degree but companies well versed in creating advocacy are treating it as a sales pipeline.

2022 52

The importance of customer loyalty in banking and four ways to build it


A happy customer is a loyal customer, and nothing is more of a cornerstone of a successful business than customer loyalty. This is true for all industries, banking included.

2022 62

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

MyCustomer launches study into the evolving CX leader


Engagement MyC launches study into CX leadership evolution

2022 52

Revealed: Top Secrets to running an effective SaaS Affiliate Marketing Program


Many SaaS companies try their hands on marketing but are not able to get the desired results. Some of its reasons can be attributed to the increasingly competitive market. However, now with the help of SaaS affiliate marketing, you can grow your business by manifolds.

2022 52

Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer


As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

2022 83

Now is the Time for Community

Vanilla Forums

As some of you have seen by now, Gainsight acquired InSided this week, and we want to welcome them to an industry we have been passionate about for 15 years. The market has seen unprecedented growth in the last few years, and we see momentum accelerating.

2022 81

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

5 ways to be a good knowledge manager


The post 5 ways to be a good knowledge manager appeared first on Knowmax. KM Software Knowledge Base how to become a good knowledge manager knowledge base manager knowledge manager role of knowledge manager

2022 83

Day in the Life Studies: A Unique Method for Gathering User Context

dscout People Nerds

Use this immersive study to dictate a direction for future projects and get a better understanding of who your user is.

2022 81

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. .

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Gainsight Data Architecture Explained


As a multi-product system, Gainsight helps customers accomplish Customer Success (CS) by making decisions based on data that trigger appropriate actions. . The actions can happen in the application, through other programs, or offline completely.

2022 52

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!