Intercom, Inc.

MARCH 25, 2021

The onset of COVID-19 has accelerated a digital transformation in the healthcare industry, resulting in changes to how patients receive care and how medical records are stored and processed. At Intercom, the security and protection of our customers’ data is of the utmost importance. What is HIPAA?

Healthcare 268

Healthcare Compliance Government Technology 268

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 91

B2B ML CRM Customer Relationship Management 91

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. The Rise of the Experience Economy and Digital Transformation The early 2000s witnessed a paradigm shift in business strategies.

CX 102

CX Business Growth Technology Technology 102

Zendesk

FEBRUARY 12, 2024

Workforce engagement management is key to not only meeting, but exceeding customer expectations. By automatically assessing support using AI to pinpoint and fix gaps, AutoQA gives businesses 100 percent coverage of their customer conversations and a clear view of opportunities to improve, while removing the burden of manual review.”

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs.

Technology 233

Technology Technology Sales Customer Expectations 233

Intercom, Inc.

MARCH 28, 2022

To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Outlook 107

Outlook Touchpoint CX Customer Experience 107

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Customer Acquisition 91

Customer Acquisition Sales CRM Innovation 91

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Convenience. Human touch.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

Intercom, Inc.

JANUARY 5, 2021

Indeed, our first R&D principle is “Start with the problem.” ” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A problem statement focuses on what the customer needs, not what you think the solution should be.

Transportation 279

Transportation Start-ups Finance 279

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Help users navigate complex workflows, resulting in quicker product proficiency and customer satisfaction. This enhances your user engagement and ensures your customers are always informed.

Customer Satisfaction 83

Customer Satisfaction Sales 83

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

TeamSupport

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction.

Sales 52

Sales Customer Satisfaction 52

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Start-ups 87

Start-ups CRM Sales Technology 87

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere.

AI 91

AI Start-ups Technology Technology 91

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

Zendesk

JULY 19, 2022

A practical guide for IT leaders on delivering exceptional customer and employee experiences. IT leaders at mature organizations invest in both customers and employees while keeping operational costs low, often with limited resources. This is the key to unlocking business growth and getting a fast return on investment.

Business Growth 98

Business Growth CX Customer Experience 98

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Deliver Value First.

Engineering 82

Engineering Start-ups Sales Customer Experience Management 82

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Incorporate a mixture of both digital and human touch. . The customer journey is not linear.

Customer Journey Map 95

Customer Journey Map Start-ups Technology Technology 95

ECXO

DECEMBER 20, 2023

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Customer Experience Strategy, among others.

AI 69

AI CXM CX Innovation 69

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience? 54% of U.S.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”.

Engineering 91

Engineering Sales Customer Experience 91

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. 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.

B2B 80

B2B B2C Technology Technology 80

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. Here are some of the highlights from last week’s Summit in Austin.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

Customer Relationship 119

Customer Relationship Customer Satisfaction Start-ups 119

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69