Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Consider notifying your CSMs via internal notifications on high risk KPI health score decreases. Watch it here if you missed it!).

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Webinar Touchpoint NPS Definition 98

ChurnZero

JULY 16, 2021

While high-touch and tech-touch are often pitted against each other, there’s a way to use automation without losing that quality human interaction we all know and love. Q: What’s the recommended ratio of CSM touchpoints to automation touchpoints in a tech-touch model? A [Britt]: Onboarding and renewal; the bookends.

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Touchpoint Webinar Customer Success Events 98

West Monroe

MARCH 13, 2023

High-tech and software organizations feel this change as much as any sector. To drive growth and value in today’s market, software and high-tech organizations need to understand how buyers are buying at the moment, be able to test pricing hypotheses for particular customer segments, and adjust strategies rapidly and continuously.

Competitive Advantage 52

Competitive Advantage Sales Technology Touchpoint 52

Oracle

NOVEMBER 28, 2018

As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. Here are 4 examples of companies showing their humanity in a high-tech world. Enable people to care.

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Hospitality Fashion Airlines Healthcare 82

InMoment XI

FEBRUARY 2, 2024

This isn’t just in industries like tech or finserv—this tech is breaching every market. Their detailed assessment offers deeper insights into customer loyalty and competitive positioning in the tech industry, ensuring that they have a complete and actionable view of both their business and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

Education Services Group

AUGUST 28, 2019

So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? Our recommendation on how to do this effectively and efficiently: find the perfect balance between high touch and tech touch. On the other hand….

Customer Success 40

Customer Success Interaction Sales Customer Centricity 40

Prophet

OCTOBER 23, 2019

It is a well-known fact that Chinese consumers are very open to new tech. They have always been relatively early adopters of new innovation and are even willing to try the bleeding edge often on tech and devices. They have shown that if they can afford it, they will prioritize the newer, shinier toy. This […].

Technology 60

Technology Consulting Innovation Brands 60

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

We’ll also take an exciting trek into the strategy of Lego’s adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon’s latest offering – end-to-end supply chain management. This is the new age of customer experience, and we don’t want anyone to be left behind.

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Loyalty Article Technology Customer Experience 271

Avaya

AUGUST 12, 2016

American high-tech giants—Uber, Amazon, Facebook—are in the midst of this exact scenario. Uber’s entrée into China is a case study worth understanding by all American high tech companies. Being in high-tech, we are used to driving change with invention and innovation. High Tech Success Stories Do Exist.

E Commerce 40

E Commerce Innovation Automotive 2016 40

Customer Bliss

AUGUST 30, 2021

With the stratospheric increase in high tech solutions to ‘take care’ of customers, the need for high touch has also escalated. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence.

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Books Hotels Travel Connections 310

Magellan Solutions

APRIL 25, 2024

By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Should You Outsource Tech Support? Consider their strengths and weaknesses and whether they can upskill to support your tech support needs. Cost Savings.

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Average Handle Time Customer Satisfaction Measurement Call Center 52

Forrester's Customer Insights

FEBRUARY 22, 2024

Learn how high-performance IT can help your organization match the right next tech to your IT style. When it comes to adopting the right technology for your organization, one size does not fit all.

Technology 56

Technology Information Insights 56

Happy or Not

OCTOBER 16, 2017

HappyOrNot and ZeroCater, Silicon Valley’s fastest-growing corporate catering and snacks company, have teamed up to use in-office customer feedback tools to provide data-driven customer service in high-growth startups and enterprise corporations.

Feedback 52

Feedback Customers Customer Service Article 52

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. So, how do leading tech corporations bypass our decision fatigue as users despite the complexity of their solutions?

ROI 52

ROI B2B Sales Customer Success 52

Customer Bliss

AUGUST 18, 2020

Identify Those With High EQ. This is where service reps with a high EQ can be an invaluable asset to your company. This is where service reps with a high EQ can be an invaluable asset to your company. High EQ support staff are adept at handling even the most tricky/difficult customer situations. Assess Their Tech Skills.

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Customer Service Blog Customers Interaction 252

CSM Magazine

APRIL 30, 2024

Basically, if you want to have a top-tier practice, you need to invest in the right tech. Wearable tech, like fitness trackers and smartwatches, serves as a platform for data collection and encourages individuals to be proactive about their health. This post covered just a few of the high-tech resources currently being used.

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Healthcare Call Center Communication Technology 52

ChurnZero

APRIL 18, 2024

Make sure you’re still delivering high-touch, one-to-one engagement. Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. So, now what? Wait, say that again?

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

West Monroe

MAY 17, 2022

This year has the potential to mark a turning point for large tech platforms, with numerous proposed bills and regulatory actions aimed at reining in what many perceive as anticompetitive behavior. And what do industry executives make of the increasingly beleaguered reputation in the public sphere? Our Quarterly Executive Poll offers answers.

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2022 2021 Innovation Technology 52

Alida

NOVEMBER 11, 2021

Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers.

Customer Journey Mapping 246

Customer Journey Mapping Advertising Feedback Customer Journey 246

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

SEPTEMBER 7, 2022

Software and tech executives have become familiar with uncertainty over the last few years. The vast majority of high-tech and software leaders are familiar with RevOps, and many believe they’re implementing it correctly.

Download 52

Download Definition Financial Measurement 52

West Monroe

MAY 4, 2022

Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. A senior partner in our High Tech & Software practice, Dhaval specializes in helping software, technology, and IT services companies capitalize on emerging trends and drive growth.

Innovation 52

Innovation Chief Customer Officer Customer Experience Webinar 52

West Monroe

DECEMBER 1, 2021

The high-tech & software space is ripe for dealmaking, but the industry still faces issues brought on by the pandemic.

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2021 52

CSM Magazine

FEBRUARY 12, 2024

For instance, a tech conference might benefit from a modern, high-tech environment, while a casual networking event could be held in a more relaxed, informal space. Engage with High-Quality Content and Speakers Content is the heart of your corporate event.

Events 95

Events Entertainment Transportation Workshop 95

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. It also means you are unlikely to run out of products that are in high demand. Chelsea Lamb uses her tech background to provide insight and advice to those tackling the tech side of entrepreneurship.

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Blog Customer Experience 2021 Article 154

Gainsight

AUGUST 24, 2020

Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. . We’ve identified three critical steps for optimizing tech-touch customer onboarding.

Multi-Channel 105

Multi-Channel Webinar Effort Score Metrics 105

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. Contact center agent attrition rates are particularly high because of low employee engagement and high stress. If you have high attrition, that adds up fast. The Cost Of Agent Attrition. Probably not. What Prevents Agent Attrition?

Contact Center 73

Contact Center Technology Social Media 2021 73

CSM Magazine

MARCH 20, 2024

In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions. The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination.

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2001 Customer Experience Contact Center Competitive Advantage 52

ChurnZero

OCTOBER 8, 2021

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. The pandemic was a test of fortitude.

2021 98

2021 B2B Healthcare Touchpoint 98

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

CSM Magazine

FEBRUARY 12, 2024

This digital revolution presents a unique set of challenges, from navigating complex virtual worlds to meeting the heightened expectations of tech-savvy consumers. This leap from simple web pages to these vivid, 3D worlds is powered by some pretty cool tech. Plus, the support experience can be much more engaging and fun with VR and AR.

Customer Service 52

Customer Service 2030 Apparel Interaction 52

West Monroe

OCTOBER 5, 2022

Executives of enterprise software and tech-enabled organizations are beginning to shift their attention to the profitability—instead of the growth—side of the Rule of 40. High-Tech & Software Executive Poll—Q2 2022. The rationale? Revenue efficiency metrics should guide go-to-market capital allocation.

Competitive Advantage 52

Competitive Advantage 2022 Return on Investment Metrics 52

ChurnZero

APRIL 1, 2024

One major issue, however, is that so many software and tech companies are still using many manual processes. Having a tool like this in your tech stack is the perfect way to automate content creation, while ensuring your content stays customer-focused and tailored to their evolving needs. How can we apply it to onboarding?

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Customer Journey Mapping Customer Journey Social Media 2023 76