Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Customer Experience 105

Customer Experience 2021 Contact Center 2020 105

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. CX Click To Tweet.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

2018 129

2018 Customer Experience Customer Centricity Culture 129

Bizagi

FEBRUARY 3, 2020

Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. The first is about reorienting your organization to make strategic use of digital technologies like cloud platforms, mobile apps, social networks, connected infrastructure and products and so on.

Technology 72

Technology User Experience Connections Webinar 72

ChurnZero

NOVEMBER 30, 2021

When applied to the field of Customer Success and Customer Success skills , it means possessing skills that aren’t too technical, but also aren’t too service-oriented. This can be more difficult than it sounds, especially with the recent evolution of Customer Success. They should hit a happy medium.

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West Monroe

JANUARY 23, 2022

This includes both front-of-meter (FTM) DERs, such as large renewable energy facilities and electricity storage, and behind-the-meter (BTM) DERs, such as customer-owned renewables, electric vehicles (EVs), and battery storage. An increasingly connected energy-and-utilities ecosystem.

2022 40

2022 Transportation Telecommunications Wireless 40

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

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Customer Experience Customer Centricity Culture 2018 64

Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Fearlessly, with no holds barred.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

Clarabridge

OCTOBER 25, 2017

One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. Journey analytics combines big data technology, advanced analytics, and functional expertise to help companies perfect their customer journeys. 1- Gather the data.

Customer Journey 40

Customer Journey Touchpoint Contact Center Feedback 40

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

ProProfs Chat

DECEMBER 28, 2020

“Your people keep directing me from one person to another.”. “I I bought your product but it doesn’t deliver what it promised.”. “I If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. What are Customer Complaints?

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Customers Brands Social Media Customer Expectations 94

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy.

Sales 99

Sales Employee Experience NPS Banking 99

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.

Contact Center 97

Contact Center Consumers Technology Interaction 97

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . Instagram. Google Podcasts.

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Culture Connections Leadership Communication 98

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

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Customer Centricity Marketing Leadership Customers 40

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

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Customer Service Training Customer Service Contact Center Culture 110

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning.

2020 40

2020 Customer Success Chief Customer Officer Webinar 40

West Monroe

FEBRUARY 13, 2023

About the episode What does it mean to enable innovation—whether your company is a start-up, a fast growing company, or a mature corporate? At our core, regardless of who we’re working with, we aim to enable, unlock, and accelerate innovation. Listen to "Leveraging Innovation for Companies At Any Scale" on Spreaker.

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Innovation 2023 2022 Technology 52

West Monroe

FEBRUARY 13, 2023

About the episode What does it mean to enable innovation—whether your company is a start-up, a fast growing company, or a mature corporate? At our core, regardless of who we’re working with, we aim to enable, unlock, and accelerate innovation. Listen to "Leveraging Innovation for Companies At Any Scale" on Spreaker.

Innovation 52

Innovation 2023 2022 Technology 52

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Customers don’t have time for that anymore and frankly, neither do your agents.

Contact Center 105

Contact Center Omnichannel Consumers Article 105

Kustomer

APRIL 28, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Jochem van der Veer , the CEO of TheyDo , to learn more about what it means to be a journey-centric CX organization. Ensuring that your customers have a seamless experience is key to retaining loyalty.

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Management Customer Journey Roadmap Customer Service 97

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

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NPS Customer Satisfaction Loyalty Measurement 156

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. Why is collaboration such a strong pain point? So how do you get all your departments working together toward common goals?

Leadership 52

Leadership Roadmap Culture Sales 52

SurveySparrow

OCTOBER 20, 2023

Both types of research are essential and work together to advance scientific understanding and improve our lives. Methods and Techniques Researchers employ different methods to gather data. Quantitative research deals with numerical data often analyzed statistically. Think of your favorite local café. What is Research?

Insights 52

Insights Document Culture Roadmap 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. No worries!

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Russel Lolacher

NOVEMBER 14, 2022

“Empathy is one other data point that informs your decision making. And then it can also inform how you communicate your decisions out to your audience.” And then it can also inform how you communicate your decisions out to your audience.” Mentioned in the show. Google Podcasts.

Books 52

Books Presentation Workshop Leadership 52

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. When you win truly loyal customers, this journey will extend to them recommending your product to others.

Customer Journey 89

Customer Journey Customer Journey Mapping Customers Sales 89

Kustomer

JULY 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by CMO of Unbabel, Sophie Vu. Sophie has years of experience in the CX realm and shares her secrets to keeping up with the modern customer by moving beyond language barriers. Listen to the full podcast to learn more.

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Customer Satisfaction Customers E Commerce Brands 98

ViiBE Blog

JUNE 15, 2023

ViiBE Blog Screen-sharing vs co-browsing: what to choose for your business? Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. Anna Gorina June 15, 2023 Share this article Contents Share this article Contents Co-browsing vs screen sharing.

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E-support E Commerce 2021 2023 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

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NPS Customers Customer Success Measurement 69

Kustomer

JULY 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. As the Senior Marketing Director at Kustomer, Pam is experienced in social commerce and she spills the secrets on how to take advantage of this tool in your business.

E Commerce 98

E Commerce Social Media E-support Fashion 98

ChurnZero

JANUARY 11, 2019

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. 1 – Product Doesn’t Care About Our Customers. 1 – Product Doesn’t Care About Our Customers. They come up with solutions.

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Customer Success Roadmap 2019 Return on Investment 45

Education Services Group

JUNE 21, 2021

An Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly. Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful.

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Customer Success Management 2001 Customers 52

Kustomer

SEPTEMBER 16, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Evan Hopkins from Outdoorsy to learn about how he kept his company stable during massive, unexpected growth. Unifying Your Departments. Listen to the full podcast below to learn more about Evan and his CX expertise.

E-support 91

E-support Definition Technology Travel 91

Retently

FEBRUARY 27, 2019

There are two ways to grow your business. The first is to acquire new customers. The second is to focus on retaining existing clients and increase customer lifetime value (CLV). Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue. Customer Lifetime Value.

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Social Media NPS Customers Feedback 133

SurveySparrow

DECEMBER 26, 2018

Lugging around a stack of papers (read questionnaires), passing it to a bunch of people to fill them up, collecting the feedback, copying the results on to an excel sheet and tabulating them is what you might think of when you hear the term ‘field data collection’, isn’t it? But it does not always have to be like this. Focus Group Discussion.

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Feedback Information ROI Article 49