Retently

MAY 31, 2024

As your company begins to take off and gain momentum, it’s very tempting to think about scaling the technical side of the business. The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 146

Customer Success Management Net Promoter Score Feedback 146

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. NPS is not just about a number.

Net Promoter Score 145

Net Promoter Score NPS Culture Feedback 145

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX? What Are the Risks?

Document 109

Document Contact Center Interaction Technology 109

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

TechSee

SEPTEMBER 21, 2023

These are the keys to unlocking mainstream adoption of Generative AI for service and CX. AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. However, today’s early Generative AI solutions lack context, and deliver a poor user experience.

Contact Center 109

Contact Center Document Virtual Agent Interaction 109

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Getting there will require a broader perspective on service.

Customer Service 202

Customer Service Customer Service Representative Contact Center Customers 202

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

2023 111

2023 Consumers Brands Marketing 111

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

TechSee

JULY 20, 2022

One year ago, we introduced the world’s first computer-vision powered self-service solution. In today’s economy, it is more important than ever that brands deliver exceptional, automated customer experiences at unprecedented scale. Customers can even be asked to send a photo of their barcode and receipt.

Connections 109

Connections Insights Consulting Interaction 109

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 78

Customer Service Multi-Channel Omnichannel Social Media 78

Optimove

MARCH 26, 2024

KeyNote: Neil Hoyne , best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” and Senior Fellow at the Wharton School and Chief Strategist at Google, shared his insight into how brands can create deep customer relationships. Just one of several sessions on maximizing Optimove.

2024 64

2024 Connections 2025 Download 64

Magellan Solutions

MAY 15, 2023

Excellent customer service can lead to a more powerful sales funnel, which means more customers and business revenue. Everyone can share a horror story about poor customer service. The best solution to bridge the customer and business communication gap is outsourcing answering services.

Telecommunications 98

Telecommunications Poor Customer Service Customer Relationships Loyalty 98

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Feedback Consulting 97

Magellan Solutions

MAY 6, 2024

Whether you want someone else to handle customer service, improve your technology systems, or get expert help, there’s a perfect outsourcing option. Outsourcing non-core functions to a BPO provider can help businesses run more smoothly, improve customer service, and have more resources to focus on significant growth initiatives.

2011 97

2011 Telecommunications 2012 Return on Investment 97

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Culture 124

Culture Virtual Agent Innovation Technology 124

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. Here are my top five picks from last week.

Article 80

Article 2024 Customer Service Government 80

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. What is a 5-star survey? Of course, there are variations, but the principle is the same.

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! This talk will explore how to identify and target the most promising segments.

2024 69

2024 Sports Download Events 69

delighted

AUGUST 3, 2021

As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. Customer satisfaction surveys ask customers how happy they are with a certain interaction.

Effort Score 98

Effort Score Customer Satisfaction Measurement Touchpoint 98

TechSee

MAY 4, 2021

These gigs are often created to meet consumer demand via the real-time delivery of services. Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Culture 109

Culture Virtual Agent Innovation Technology 109

BirdEye

MAY 31, 2024

This blog post serves as the ultimate guide for healthcare brands, highlighting the features and benefits of an ideal webchat solution. Automated and AI-driven webchat solutions can provide the same service with higher efficiency at a competitive cost for your brand. However, it can do so much more. Let’s explore them in detail.

Healthcare 73

Healthcare Multi-Channel Omnichannel Social Media 73

Retently

MAY 15, 2024

Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience. You’ll get real feedback from your target customers at purchase.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

SurveySensum

MARCH 14, 2024

Did you know that 90% of customers say that their buying decisions are influenced by online reviews? 90%, that’s almost all your customers. After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. ” 2.

Customer Satisfaction 52

Customer Satisfaction Banking Insurance Feedback 52

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models.

Customer Success 52

Customer Success 2023 Customers Consulting 52

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

2023 52

2023 Chief Customer Officer Customer Success 2022 52

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 76

Customer Service 2023 Reference Customers 76

Team Support

JUNE 5, 2024

In the world of customer service, businesses of every scale are constantly on the lookout for that perfect tool. That one solution that not only promises to streamline their customer support, but actually delivers on that promise with grace, agility, and, most importantly, tangible results. Enter TeamSupport.

Customer Satisfaction 40

Customer Satisfaction Insights Metrics Customer Service 40

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. That means it’s critical to empower our customers to be wildly successful with our products and services.

2024 52

2024 Innovation Customer Success Engagement 52

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service. imply that the item saves them time.

Customer Service 52

Customer Service Feedback Customer Satisfaction Multi-Channel 52

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. The Essence of CX Metrics for Success Defining Success in Customer Experience Before delving into specific metrics, it’s crucial to understand what success means in the realm of customer experience.

Metrics 59

Metrics Customer Experience Net Promoter Score Touchpoint 59

SurveySensum

AUGUST 16, 2023

According to Gartner’s research study, Effortless Experience Explained , 96% of customers who had a high-effort experience reported being disloyal, compared to only 9% of customers with a low-effort score. But that’s not it, they also leave negative feedback, influencing other potential customers. Customer Effort Score.

Effort Score 52

Effort Score Feedback Customer Satisfaction Customers 52