Gainsight

FEBRUARY 28, 2023

Important Considerations for Digital Customer Success It’s important to ground any adjustments in your CS organization through three key vectors: Investor Success: At the end of the day, you have a business to run, and you need to hit the metrics set in front of you. EBITDA is a focus instead of hyper-growth.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Related: Are you wondering what’s next in your CS career? 5: ChurnZero.

Customer Success 98

Customer Success Customer Journey Mapping Customer Centricity Leadership 98

Beyond Philosophy

APRIL 21, 2021

From the customers’ perspective, the relationship between customers and brands sits along a continuum, with extremes as a ruptured relationship or an indestructible bond. 12:18 We learn about the problem with Brands’ data collection and use and what they should be doing with it. Please tell us how we are doing!

Consulting 78

Consulting Books Brands Customers 78

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. What Are the Keys to Successful B2B Client Engagement Strategies? Optimizing self-service tools to pre-empt support issues.

B2B 81

B2B Engagement B2C Customer Success 81

SurveySparrow

OCTOBER 7, 2023

What is DEI? So, what does DEI stand for? What we need to understand is that ensuring DEI is not a one-step process. Let’s see how each of them works: What is Diversity in the Workplace? Each generation brings unique perspectives, communication styles, and work habits. Intriguing, right?

Culture 52

Culture Leadership Innovation Feedback 52

Beyond Philosophy

NOVEMBER 27, 2021

The podcast begins with a description of what nostalgia is and why we feel it as human beings. 04:39 Ryan explains what nostalgia is from a psychological perspective. 23:08 We explain how if you understand what makes people feel nostalgic, you can replicate that in your Customer Experience for them.

Presentation 78

Presentation Fashion Consulting Financial 78

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. What’s a Customer Health Score? Change is constant.

Measurement 96

Measurement Customers Metrics Customer Success 96

Comm100

MARCH 21, 2022

With digital channels and technologies built for the public sector and its specific needs, there are many strategies that can be adopted to improve service delivery in government. With a need to drive down costs and prove value, improving service delivery in government today requires a focus on digital innovation.

Government 67

Government Omnichannel Technology Communication 67

Beyond Philosophy

APRIL 3, 2021

When it comes to your relationships from a personal or business perspective, understanding the relationship circles and your human limitations can identify opportunities for you and the teams you manage. 06:24 We discuss what it implies when it comes to management relationships. Customer Experience Information & Resources.

Management 78

Management Social Media Consulting Financial 78

Beyond Philosophy

NOVEMBER 28, 2020

The pandemic has hastened changes to physical and digital retail experiences and customer behavior. So, what we buy when we feel warm is different from what we purchase when cold. So, what we buy when we feel warm is different from what we purchase when cold. Customer Experience Information & Resources.

Retail 78

Retail Consulting Online Experience Financial 78

Education Services Group

OCTOBER 15, 2020

So, I asked members of the ESG team to share what stood out to them. Chae Stewart, Digital Customer Success Manager. What I saw throughout the day was something I have not seen in previous online seminars. What blossomed during the presentations was an impressive collaboration from these Chat groups.

Net Promoter Score 105

Net Promoter Score Seminar Presentation Customer Success 105

Gainsight

JUNE 9, 2021

Then there was the anticipation of hearing what is new and what advancements are coming for our field. For actual practitioners of CS, being around creative and visionary professionals compels you to take what you learn, level up your methods, and execute newly acquired skills. Did someone say 447 days?

Entertainment 98

Entertainment Customer Success Events ROI 98

Kustomer

AUGUST 5, 2021

Thinking of Going Digital? There are so many benefits to digital automation in the customer sphere, one being that it makes the agent’s job easier, resulting in happier agents and happier customers. In summary, going digital is easy with the right platform and the right processes, and is full of countless benefits.

Customer Experience 105

Customer Experience 2021 Contact Center 2020 105

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? You probably know this.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

BirdEye

SEPTEMBER 11, 2020

What are the implications of changing consumer behavior for businesses as they adjust to the “new normal?”. What does this mean for your business? This means that businesses must prioritize their digital presence by changing their marketing strategies and adopting new tools to prioritize the customer experience from “soup to nuts.”

Healthcare 98

Healthcare Automotive Financial Banking 98

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Related: Are you wondering what’s next in your CS career?

Customer Success 52

Customer Success Customer Journey Mapping Customer Centricity Leadership 52

SurveySensum

MARCH 28, 2024

Adopting a productive mindset is essentially choosing to prioritize your mental health and academic energy. Use tools like digital calendars or planner apps to keep your schedule and to-do list synced and accessible. By methodically sorting out what needs your attention first, you fend off the chaos of cramming and last-minute rushes.

Roadmap 52

Roadmap Feedback Presentation Social Media 52

Beyond Philosophy

DECEMBER 12, 2020

If the Stress Is Becoming Intolerable, This is What to Do. To get some help in this effort, we share the advice of Carmen Mohan, MD, FACP, founder of Hello Health. Dr. Mohan started Hello Health, a comprehensive executive health and wellbeing program, to help leaders manage and cope with stress themselves and their teams.

Consulting 60

Consulting Financial Presentation 2020 60

ChurnZero

MAY 14, 2021

Have you ever wondered: What’s the difference between Customer Success Management and Operations? What goals, metrics, and tools does Customer Success Operations use? From Jennifer’s perspective, its circumstantial. When should I add Customer Success Operations and how do I advocate for the role?

Customer Success 81

Customer Success Metrics Customer Retention Books 81

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . During this session, Star and Carlos shared their own real-life experiences on what worked and answered some intriguing questions from the audience that we’ve recapped below.

Webinar 52

Webinar CEM Customer Success Chief Customer Officer 52

Oracle

DECEMBER 17, 2020

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. The most digital cities 2020.

Government 52

Government Banking 2020 E-support 52

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. KeyNote – Tackling Imposter Syndrome in a HyperConnected Digital World. What can trigger it. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts.

Culture 111

Culture Books Leadership Employee Experience 111

CloudCherry

JANUARY 21, 2020

To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support. Companies with best-in-class VoC programs showed significant results across many key markers of corporate financial health. Today, there is good news and bad news about VoC.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

West Monroe

JANUARY 23, 2022

In turn, utility decarbonization goals require continued investments in several areas, including energy efficiency, demand response, and renewable energy resources; beneficial electrification; alternative transportation; and cyber protection as more technologies are added to the grid and the grid becomes more dynamic.

2022 40

2022 Transportation Telecommunications Wireless 40

West Monroe

JANUARY 24, 2023

Our perspective: The companies that come out on top this year—and in the future—will be those that manage to mitigate near-term risks while still achieving quick wins and making long-term gains. Bottom line: It doesn’t matter what your business model is, or if you don’t consider your organization a “tech company.”

2023 52

2023 Innovation E-support Healthcare 52

Hero Digital

SEPTEMBER 26, 2018

We are all immersed in futuristic experiences: completely self-driving vehicles, robot dogs “smart” enough to open doors and navigate obstacles, and refrigerators and pantries that monitor your health habits and auto-restock to match your needs and preferences. But what does it mean for marketers? That is no longer the case.

Marketing 47

Marketing Sales Touchpoint Definition 47

CSM Magazine

DECEMBER 28, 2021

Service journey mapping, channel strategies, self-service initiatives, and digital transformation are all important to developing and delivering a more pleasant and effortless customer experience. This article will establish the foundation for: What employee engagement is and what it is not. What does this mean exactly?

Engagement 59

Engagement Customer Experience Culture Government 59

Team HGS

JANUARY 9, 2019

For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. Commercial models and location options are maturing to provide the right set of resources to cost-effectively help clients compete in a digitally transforming world.

2019 40

2019 Customer Experience Social Media 2024 40

Michelli Experience

MARCH 6, 2018

The genius of this collection of talented individuals was well displayed in a recent thought leadership article from the McKinsey Agile Tribe (more than 50 McKinsey team members from across the globe representing diverse business specialties like marketing, digital operations, and major business functional areas). Goodbye Machine Perspective.

Customer Experience 49

Customer Experience Customer Centricity Consulting Leadership 49

Call Experts

FEBRUARY 6, 2019

Instead of sending emails and voice messages to multiple managers, employees can mention details to one trustworthy person and focus on their health. Melynda Toth is the Director of Human Resources at Call Experts based in Charleston, South Carolina. Consumer Experiences in The Digital World.

Call Center 61

Call Center 2018 Document Contact Center 61

Call Experts

NOVEMBER 14, 2018

Patients need 24x7 services from their health experts. Our solutions also ease resource management and ensure proper nurse triage. . Consumer Experiences in The Digital World. Looking at AI from a contact center’s perspective. What is an employee call out-line? We want to service after-hour calls. More Blogs Menu.

Contact Center 56

Contact Center Call Center 2018 Healthcare 56

Magellan Solutions

MAY 28, 2019

Let us further lay the foundation of what outsourcing is the benefits your company can reap from it. What is Outsourcing? So by partnering with an outsourcing company, it lets your company focus human resources on where it needs the most. You see, a good outsourcing firm has the resources ready to implement a project.

Call Center 75

Call Center Financial E-support E Commerce 75

ERDM

NOVEMBER 18, 2020

For details on how the company is solving the PPE challenge, and broader insights gained along the way, we spoke to DuPont Personal Protection’s Lori Gettelfinger, global marketing communications leader, and Jeanine Hurry, global digital programs leader. What are the different facets of “success”? How are you measuring success?

Apparel 52

Apparel Social Media Competitive Advantage B2B 52

Oracle

JANUARY 11, 2021

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Today’s episode is about how sales can best support the customer experience (CX) and how organizations can best support their sellers, in particular inside or digital sales reps. What does burnout at work look like?

Sales 55

Sales Competitive Advantage 2020 Culture 55

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. Data points like customer wait times or balk rates can all be utilized as actionable resources that bolster customer service.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

Comm100

APRIL 24, 2018

Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. YouTube is a fantastic resource, with so many different videos that can be used to demonstrate customer service concepts. Why is that? Source: YouTube.

Customer Service Training 49

Customer Service Training Customer Service Communication Download 49

Qualtrics

DECEMBER 3, 2021

But are these labor shortages due to health concerns? The Society for Human Resource Management (SHRM) polled 1,000 unemployed Americans for the reasons why they aren’t tempted by labor markets. What role does work play in their lives, and are they happy with the status quo? Why is there a labor shortage? The Great Resignation.

Customer Experience 49

Customer Experience 2021 Employee Experience Hospitality 49