Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

West Monroe

NOVEMBER 14, 2022

About the episode Execs from Health Alliance Plan of Michigan open up about their digital transformation. For this digital data conversation, we are in a very unique position because we can provide a complete view of that healthcare consumer experience. So, between us and Henry Ford, we're an integrated system.

2023 52

2023 Healthcare Hospitality Retail 52

West Monroe

APRIL 27, 2022

What’s more, these buyers have increasingly high expectations: Recent Salesforce research found that 72% of today’s B2B buyers expect a similar experience on a B2B site as they receive on a consumer website. In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

What’s more, these buyers have increasingly high expectations: Recent Salesforce research found that 72% of today’s B2B buyers expect a similar experience on a B2B site as they receive on a consumer website. In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Dozens of states have set targets for decarbonizing their economies across all sectors—and utilities will have foundational roles in these efforts.

2022 40

2022 Transportation Telecommunications Wireless 40

Gainsight

JUNE 9, 2021

Day One of Pulse Everywhere brought with it, once again, a new Pulse experience. The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Shift of power to the customer. Part I-The Morning Session Keynote.

Entertainment 98

Entertainment Customer Success Events ROI 98

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

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Brands 52

Brands Social Media Feedback Loyalty 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. Measuring customer satisfaction requires collecting data and calculating your CSAT.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Advancements in automation technologies and digital channels create new tools for business owners to engage customers. Improve digital and self-service support functions. Organizations are redefining their contact objectives.

Contact Center 56

Contact Center Call Center 2018 Effort Score 56

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. The First 90 Days. Keith has been at Bazaarvoice for a short amount of time.

Customer Centricity 52

Customer Centricity NPS Customer Success 2013 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks. “I

ROI 143

ROI Books Customers Definition 143

West Monroe

MARCH 5, 2018

A dinner conversation among Bay Area execs about winning the battle for customers generates a surprising level of passion and intensity. Their take: Few brands are really winning with customers, and those leaders continue to raise the bar and leave their competitors in the dust. Please send an email to Maggie Santolla.

Financial 40

Financial Customer Centricity Airlines Banking 40

Education Services Group

JULY 27, 2021

You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) The part Customer Success plays in the story. and documented.

Social Media 52

Social Media Customer Success Document Sales 52

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

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.

Customer Success 10

Customer Success Insights Customer Centricity Customer Satisfaction 10

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.

Customer Success 10

Customer Success Insights Customer Centricity Customer Satisfaction 10

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. Step 2 — What is required of us to fulfill these processes of our customers?

Customer Experience 54

Customer Experience B2B 2016 Customer Journey Mapping 54

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

West Monroe

MAY 22, 2023

Find out how shifting left can help your organization get ahead of the curve in today’s digital world. Find out how shifting left can help your organization get ahead of the curve in today’s digital world. Guest Host Erik Brown Erik is a Senior Partner, Product Experience & Engineering at West Monroe.

2023 52

2023 Banking Financial Healthcare 52

ChurnZero

APRIL 11, 2024

Every customer success leader I know is being asked to do more with less. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

Customer Success 52

Customer Success Document Customer Journey Mapping B2B 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences.

Customer Journey Mapping 66

Customer Journey Mapping Customer Journey Net Promoter Score Metrics 66

BirdEye

APRIL 10, 2023

With advancements in technology and changing customer preferences, car dealerships and other players in the industry must continuously adapt to stay relevant. These might include increasing brand awareness, generating more leads, or improving customer loyalty. The automotive industry is no stranger to competition.

Automotive 10

Automotive Marketing Social Media Advertising 10

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.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns.

Customer Journey 72

Customer Journey Loyalty Metrics Customer Success 72

Totango

APRIL 8, 2020

The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations.

Customer Success 106

Customer Success Customer Experience Customers Customer Relationships 106

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.

Customer Satisfaction 98

Customer Satisfaction Customers E Commerce Brands 98

West Monroe

FEBRUARY 23, 2022

From our perspective, there are three primary drivers behind the movement toward a factory of the future. Your operating model: Moving from traditional to digital. Before you can be digital, you need the right foundation for a new operating model. All Rights Reserved. One is around productivity and efficiency. Featured Content.

Leadership 52

Leadership Culture Technology Connections 52

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Definition Connections B2B 64