West Monroe

APRIL 9, 2024

With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. Credit unions are uniquely positioned in today’s marketplace.

2024 52

2024 Banking Financial Consumers 52

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can. Diving deep into competitor and market intelligence can reshape your approach. It provides good intel for our business.”

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. This was a smart approach on his behalf because the power core is the driving force of your business’s operations. CX #CustExp Click To Tweet.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

West Monroe

MARCH 14, 2024

In the constantly changing business world, where volatility and unpredictability have become the norm rather than the exception, achieving tangible financial results has never been more challenging. In today's market, the allure of new technologies, especially generative AI, can sometimes distract from the real goal: creating value.

Banking 40

Banking 2030 Financial ROI 40

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. When it comes time for renewal, a CSM can then say: “here are the three things you said you wanted to do when you bought our product,” and then follow up by stating what they believed they delivered for the client. . 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. If a company isn’t constantly moving in the upward direction, how can it possibly excel among the competition?

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

Thematic

JANUARY 17, 2023

It can feel intimidating. In this post, I’ll break down the value of negative CX metrics, and look at how you can set the right measures to ensure your voice of customer program delivers for your company. The red is valuable because it’s what you can take action on as a company. Be prepared to get granular.

Metrics 62

Metrics NPS Contact Center Presentation 62

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. 1 – What does digital transformation really mean for today’s business leaders?

Technology 72

Technology User Experience Connections Webinar 72

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

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

Gainsight

JUNE 9, 2021

It was not just the thrill of gathering some of the most outstanding thought leaders in CS. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy. Part I-The Morning Session Keynote. we packed into Moscone Center.

Entertainment 98

Entertainment Customer Success Events ROI 98

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Pre-Build Phase. Build Phase.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

SurveySensum

MARCH 28, 2024

Transforming your work habits can feel like a daunting quest. It’s about finding that sweet spot where efficiency meets peace of mind, and transforming “I must” into “I have successfully achieved” The Challenges of Staying Productive Let’s talk about the colorful landscape of student life.

Roadmap 52

Roadmap Feedback Presentation Social Media 52

SurveySensum

FEBRUARY 6, 2024

But fret not; there is one thing you can do! Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. The feedback from these surveys will help you prevent customer churn or resolve the issue from the core so that no one else jumps ship for the same reason.

Feedback 52

Feedback Demo Insights User Experience 52

Kustomer

JANUARY 20, 2022

So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your services. Jon serves leaders a slice of humble pie when explaining that most companies aren’t doing as well as they think they are in their customer’s eyes.

ROI 143

ROI Books Customers Definition 143

Lumoa

JANUARY 23, 2018

You might get even more feedback than you can manage. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Text analytics helps in understanding the feedback. They expect actions and communication. And we mean it.

NPS 121

NPS Financial Feedback Net Promoter Score 121

Natalie Petouhof

SEPTEMBER 12, 2017

Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. waterfall processes). waterfall processes).

Competitive Advantage 56

Competitive Advantage Innovation Culture Technology 56

Customer Bliss

APRIL 26, 2016

And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Consumer markets business has 17,000 employees and generates $16.8B Margie is EVP and CCO for U.S. Consumer Markets at Liberty Mutual. The overall U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. I would be more than happy if I could be of any help. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

West Monroe

OCTOBER 19, 2023

Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4 Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force.

ROI 52

ROI Technology Return on Investment 2030 52

Lumoa

FEBRUARY 6, 2018

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

2018 129

2018 Customer Experience Customer Centricity Culture 129

SurveySparrow

OCTOBER 3, 2023

Today, with information thrown at you from left and right, understanding the right techniques can make or break your findings. Now, how do you pinpoint the exact piece of information that is a prerequisite for your research? In the SaaS industry, systematic sampling, selecting every nth user, can provide representative insights.

Books 52

Books Reference Insights Customer Satisfaction 52

Comm100

MARCH 21, 2022

While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other. This becomes clear when looking at the way government leaders speak to success in programs and services.

Government 67

Government Omnichannel Technology Communication 67

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Even seemingly minor clerical errors can have far-reaching consequences if left unaddressed.

Management 52

Management Metrics Average Handle Time 2022 52

ClientSuccess

MARCH 20, 2019

These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Kustomer

JUNE 17, 2021

Listen to the podcast below to discover how Laurent and his team at Azure use customer-centric strategies to create the best experience. Many companies, particularly in the tech sector, recognize that there needs to be a radical shift in how they approach modern CX. Guiding Customers to Solutions Using Empathy.

Sales 99

Sales Employee Experience NPS Banking 99

ChurnZero

NOVEMBER 24, 2020

It’s not them , it’s you ,” says Anna Talerico of Arthur Ventures while handing out some hard truths to Customer Success leaders during her session “ When Customer Success Is a Second-Class Citizen ” at BIG RYG, ChurnZero’s annual Customer Success conference. You can change this dynamic, oftentimes, with really simple fixes,” says Anna. “You

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively.

Books 52

Books Customer Centricity Advertising Culture 52

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

SurveySparrow

OCTOBER 7, 2023

Imagine an organization where every individual, regardless of their background, is not just welcomed but celebrated. In a workplace where opportunities are abundant, equity is not just a buzzword and inclusion is a way of life. Intriguing, right? Well, it is not just an alternate reality anymore. What is DEI? So, what does DEI stand for?

Culture 52

Culture Leadership Innovation Feedback 52

Kustomer

JUNE 10, 2021

With voice being such a popular mode of communication, one can’t help but wonder if this is true. It’s important that leaders stay informed on the latest CX technologies to keep customers happy. In fact, he recognizes how hard it is to choose the right technology and the right time to implement it. Is Voice Dead?

Contact Center 97

Contact Center Consumers Technology Interaction 97

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. They were dedicated to transforming their business with a new management team. As Commvault transitioned into expanding its portfolio of products and transformed its licensing model to subscription, it became clear that customer success was essential. .

Customer Success 52

Customer Success Customer Journey Mapping Leadership Customer Centricity 52

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Michelli Experience

JULY 3, 2018

In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. We would do our best to make a compelling argument that touchpoints must be examined from the perspective of the needs and perceptions of customers. For some businesses, the process stops there.

Customer Journey Mapping 36

Customer Journey Mapping Customer Journey Touchpoint Innovation 36

Gainsight

APRIL 18, 2022

Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

Confirmit

NOVEMBER 18, 2019

How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience. Surveys continue being an important method in collating employee views.

Definition 45

Definition Employee Experience Measurement ROI 45