Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. That means it’s critical to empower our customers to be wildly successful with our products and services. Welcome to the stage, Gainsight Customer Communities.

2024 52

2024 Innovation Customer Success Engagement 52

Inbenta

AUGUST 11, 2022

Based on its proprietary and patented technology, Inbenta offers a set of conversational solutions for businesses across a range of industries such as chatbots , knowledge management tools and search engines. According to the report: “What makes Inbenta hot is its novel use of neuro-symbolic AI.

2011 64

2011 2022 Travel Loyalty 64

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . Published by ISG, a leading global technology research and advisory firm, the report reveals the U.K.

Insurance 52

Insurance Healthcare 2022 2021 52

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience.

Blog 108

Blog Customer Experience User Experience Technology 108

Kustomer

OCTOBER 20, 2022

In an effort to understand more thoroughly how retail and e-commerce CX organizations were impacted during the 2020 holiday season , and how the customer service landscape shifted compared to the previous year, Kustomer went out and surveyed more than 100 CX professionals. Perhaps this means that more busy work can be delegated to technology.

E Commerce 98

E Commerce E-support 2020 Retail 98

ChurnZero

DECEMBER 9, 2020

ESG delivers Customer Success as a Service® (CSaaS), and enables teams to build, operationalize and transform their CS organization. HubSpot Service Blog. The HubSpot Customer Service blog is dedicated to helping transform today’s CS organizations help their customers more effectively. inSided Blog.

Blog 98

Blog Customer Success Consulting Metrics 98

CustomerSuccessBox

DECEMBER 6, 2021

Organized by- TSIA Location- Interact | Orlando Details- May 16th- 18th, 2022 TSIA conferences are ideal for global technology and services leaders responsible for customer success strategy, funding and monetizing a Customer Success function, and managing teams of customer success managers (CSM). Recurring Revenue Conference.

2022 52

2022 Events Customer Success Contact Center 52

Customer Bliss

JANUARY 4, 2019

In his next position, he went into a behind-the-scenes role at The Advisory Board Company as the director of member services. He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers.

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Check out her channel to see how this approach leads to innovative ideas for customer engagement, digital transformation, and customer-centric leadership. 1: SuccessHACKER. 2: CSM Practice. 4: Blake Morgan.

Customer Success 98

Customer Success Customer Journey Mapping Customer Centricity Leadership 98

Customer Bliss

MAY 30, 2017

He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council.

Financial 121

Financial Banking Healthcare Leadership 121

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms. Related resource: How businesses win with the Internet of Things [on-demand webinar]. Edge computing.

2018 174

2018 E Commerce Retail E-support 174

Kustomer

FEBRUARY 5, 2021

In an effort to understand more thoroughly how retail and e-commerce CX organizations were impacted during the 2020 holiday season, and how the customer service landscape has shifted compared to the previous year, Kustomer went out and surveyed over 100 CX professionals. Perhaps this means that more busy work can be delegated to technology.

2020 98

2020 E Commerce E-support Retail 98

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Customer Bliss

JANUARY 25, 2019

From here, it was uniting the functional silos into the same room to understand where the business was, how they were doing, and where things could be better. Darin and his team started looking at how system availability, service, average speed to answer, call quality, etc. Develop a CX charter. Understand tracking metrics.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

Customer Bliss

APRIL 25, 2019

Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Continuously Market the Value of Your Product or Service. Voice of the customer – bring the perspective of customers back into the business. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

West Monroe

OCTOBER 3, 2023

But as profitability pressures mount in today’s slow-growth economy—and outsourcing becomes an increasingly useful lever for business leaders to pull—it’s crucial that companies proactively address employees’ concerns and allow them to see the many benefits (beyond just cost savings) that outsourcing can provide.

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

TechSee

AUGUST 31, 2022

The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business.

Engagement 109

Engagement Technology Culture Omnichannel 109

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. How did she know Humana was ready for a CCO-type transformation? Does the customer experience across lines of business seem to be more than lip service? Episode Overview.

Healthcare 0

Healthcare 2013 Metrics Loyalty Programs 0

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

SurveySparrow

JULY 26, 2023

Want to match customer expectations with your business strategies? Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

West Monroe

NOVEMBER 18, 2021

West Monroe recently released a survey on The State of Subscription Services Spending. That report showed some significant and consistent trends in the world of consumer subscription services spending. Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

West Monroe recently released a survey on The State of Subscription Services Spending. That report showed some significant and consistent trends in the world of consumer subscription services spending. Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it.

B2B 40

B2B Marketing B2C Consumers 40

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field. Bob is also an author: see his site [link] feinerbook.com.

2023 41

2023 Management Automotive Leadership 41

Team Support

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. value of relationships.

2004 59

2004 B2B Download Sales 59

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. Companies are not just tweaking their services; they’re overhauling them.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 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. As the world is constantly changing, so should your business. Obviously very busy at work doing what you do.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

SurveySparrow

FEBRUARY 24, 2024

Customer sentiment, or user sentiment, by definition, is the feelings, emotions, and preferences expressed by a customer about a brand, product, or service. It is important because it focuses on transforming text data into insights about how customers view your brand, product, or service. What is Customer Sentiment?

Definition 52

Definition Social Media Feedback Customers 52

SurveySparrow

DECEMBER 27, 2023

In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say. This method is really important for SaaS companies that work with business clients. What is Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say. This method is really important for SaaS companies that work with business clients. What is Voice of the Customer Framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you delivering the best customer service in today’s competitive world?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

ChurnZero

MAY 3, 2022

1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Check out her channel to see how this approach leads to innovative ideas for customer engagement, digital transformation, and customer-centric leadership. Start with: What is Customer Experience?

Customer Success 52

Customer Success Customer Journey Mapping Customer Centricity Leadership 52

PeopleMetrics

FEBRUARY 21, 2023

Your customers’ needs are continually evolving, and smart businesses like yours know how important it is to keep up with them. To help your business start researching the customer experience at your organization, this guide will dive into a few essentials for how to develop a research program. Let’s get started !

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

CSM Magazine

MAY 19, 2020

New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods. Then, when the busy recruitment period arrives, we simply add new agents swiftly and cost-efficiently, thanks to the scalability of the Puzzel solution.”. About Puzzel.

Brands 52

Brands Social Media 2017 Contact Center 52

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. Customer Success leaders and managers are busy gaining, retaining, and growing customers. When should I add Customer Success Operations?

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. And to deliver top-notch service you need to know what they like, dislike, and expect from your business. What is B2B customer service? That’s right!

B2B 52

B2B Feedback Customer Service Touchpoint 52

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 Link: [link]. Link: [link].

Blog 93

Blog Social Media Retail Insights 93

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks? Ease of use.

Banking 62

Banking Customer Experience Omnichannel Leadership 62