UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. With the stakes this high and the current business environment this challenging, company leadership shouldn’t shy away from investing in a digital transformation framework that’s calibrated to deliver success. Choose the Right Leadership.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. 1 – Look Deeper than Surface-Level Metrics. What do you Know Now That You Wish You Knew Then?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Present your product roadmap and get valuable customer input. Learn about your competitors.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

CSM Magazine

JUNE 17, 2021

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. Calabrio , the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore. About Calabrio.

Engagement 52

Engagement Management 2020 Roadmap 52

Experience Investigators by 360Connext

JANUARY 10, 2023

Sales are up thanks to referrals and positive word-of-mouth marketing. Service costs are down , thanks to fewer issues and more efficiencies from supply chain management to first issue resolution! You clearly aligned your CX goals with what was most important to your organizational leadership. . Ask these questions. .

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements. Here are a few factors to consider: 1.

Management 52

Management Webinar Customer Journey Roadmap 52

ClearAction

NOVEMBER 26, 2017

52 Reasons to Embrace Marketing Operations Gary Katz. What is a Marketing Operations mindset? I made a commitment to share 50 reasons, over Twitter, to embrace Marketing Operations; one tweet per day over the next 50 days. This shaped my thinking for what I now call Marketing Operations 2.0, Scalable marketing.

Marketing 70

Marketing Roadmap Competitive Advantage Leadership 70

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager. Main missions of the Customer Success Manager.

2022 52

2022 Customer Success Management 2021 52

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Management 69

Management Customer Experience Management Books Financial 69

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Include organization change management at the beginning.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Customer Bliss

NOVEMBER 29, 2016

From there: Donna Peeples is an accomplished senior executive with extensive P&L responsibility and verifiable results in a variety of industries and global markets. Create a roadmap with simple initial wins. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

2021 52

2021 Roadmap Webinar Leadership 52

Gainsight

DECEMBER 21, 2023

Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you’re an early-stage company, proactive management is difficult without the right resources and tooling. Here are the highlights.

2023 52

2023 Customer Success Culture Roadmap 52

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Present your product roadmap and get valuable customer input. Learn about your competitors.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. These insights inform other marketing touch-points.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

TechSee

FEBRUARY 9, 2021

The epic question faced by IT leadership everywhere. If your organization is enmeshed in the build vs buy decision criteria process, here are eight reasons why you should purchase a commercial solution already on the market instead of developing your own in-house solution. . Training and change management. Build vs. Buy.

Technology 109

Technology Roadmap Touchpoint Download 109

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Include organization change management at the beginning.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

ClearAction

SEPTEMBER 28, 2015

Marketing Operations Value: 10 Essentials Lynn Hunsaker. Marketing Operations value goes well beyond automation, tech stacks, attribution and cost of customer acquisition. As Marketing Ops teams expand to meet these needs, value increases in important ways: stature, scalability, strategic impact, and nimbleness.

Marketing 62

Marketing Reference Roadmap Government 62

West Monroe

FEBRUARY 23, 2023

They ensure focus and expertise in key functions needed for success – from sales and marketing to product development to HR – and maintain accountability for progress against their specific mandate. But in today’s market, the traditional department mandate is quickly evolving.

Leadership 52

Leadership Roadmap Culture Sales 52

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. We want to ensure Atlas offers our members comprehensive thought leadership and unique content with your future strategy in mind. Guerrilla Marketing via TikTok can change that. Marketing. Khoros Care Feature Updates.

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

West Monroe

APRIL 28, 2024

While much of this has been driven by macroeconomic factors—such as seat compression due to market conditions, and historical over-purchasing fueled by recent rapid growth that has since tapered off—the reality is that an organization’s own operations are often partly to blame.

Customer Retention 52

Customer Retention 2023 Roadmap Sales 52

TechSee

AUGUST 31, 2022

With every new technology, leadership faces the need to balance the desire to make an immediate impact with a quick solution, and deploying a strategic, sustainable, integrated and customized solution. Another positive indicator of long-term viability is investment from, or leadership alumni from other leading platform providers.

Engagement 109

Engagement Culture Technology Omnichannel 109

iCiDIGITAL

JULY 11, 2018

Adobe AEM Assets fits into the Adobe Marketing Cloud as both an integrated Adobe solution as well as a stand-alone DAM giving you the best of both worlds. AEM Assets has moved beyond just an integrated web DAM into a full-blown Digital Asset Management platform and Forrester is paying attention. Forrester’s Recognition.

Management 40

Management Roadmap Omnichannel Download 40

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. to present to their leadership team. Advanced Marketing Webinars Watch now.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

SurveySparrow

JULY 12, 2022

Knowing your competencies can help you create new products or services, access new markets, and launch new business lines that align with your vision. You can give employees a roadmap for personal and professional development based on their competencies. Raise the quality of the feedback between managers and employees.

Roadmap 52

Roadmap Leadership Article Innovation 52

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Many times, SaaS vendor’s strategic roadmap tends to shift and change based on the requirements of enterprise accounts. You can learn more about large account management by subscribing to the ClientSuccess blog here.

Management 52

Management Customer Journey Mapping Customer Journey Roadmap 52

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. FREE MODULE This course is similar to ClearAction’s CCXP Exam Course, but simpler for every manager. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

West Monroe

APRIL 6, 2022

Other banks may opt to partner with software companies or FinTechs to leverage their industry experience with a partner’s product development capabilities to enter competitive markets or expand niche business lines. The answer will vary not only bank by bank but also across products, experiences, and services offered within.

Banking 52

Banking Technology Marketing Roadmap 52

Playvox

AUGUST 8, 2022

These include: Not wanting to return to a physical office, instead preferring remote work Limited opportunities for advancement or low visibility for them as individuals Higher pay at another company Poor management oversight or leadership practices Lack of skills needed to excel in the role Weak company culture Stress and burnout.

Contact Center 78

Contact Center 2022 2021 Leadership 78

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 90

Sales NPS Customer Journey Customer Success 90

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions at this year’s X4 for market researchers from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event.

2020 29

2020 Marketing Government Leadership 29

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Quadient

SEPTEMBER 16, 2022

Well, according to the recent Forrester Wave™ on Journey Mapping Platforms by Forrester’s Joanna de Quintanilha , Michelle Beeson , and Paul McKay , Quadient's Inspire Journey solution is a Leader in the Journey Mapping Platform market. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98