CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Again, huh? 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Futurelab

DECEMBER 27, 2023

The Shifting Landscape In the not-so-distant past, market research teams were perceived only as information providers, distanced from the whirlwind of business-generating processes. Whether core business would decide to act on the data or not, didn’t impact the KPIs of the ones who delivered the reports.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Futurelab

MARCH 15, 2024

Once we started looking up- and downstream, it turned out that their market had much more potential. At every stage gate we provided tools and sources to look for fresh insights to create, combine, and validate ideas and business cases. #NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A

Innovation 157

Innovation Start-ups 157

Inside Customer Service

DECEMBER 7, 2023

As an external trainer, I have the luxury of turning down the business. Step 1: Confirm objectives Start by filling in the informational boxes at the top of the worksheet. You're a customer service trainer. You care deeply about helping employees develop customer service skills. These managers take a "fix my people" approach.

Customer Service 227

Customer Service Start-ups 227

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

ECXO

APRIL 18, 2024

He understood that customers were the lifeblood of any business and treated them with the respect, empathy, and kindness they deserved. But at some point, his colleagues started to notice the positive impact of his efforts, and some even began to emulate his customer-centric attitude. Was this routine exhausting? For sure it was.

Customer Experience 96

Customer Experience Start-ups Customer Feedback Sales 96

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey. But, leaders, take a deep breath!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Intercom, Inc.

AUGUST 9, 2022

And it’s really just the start – we are working hard to deliver more and more breakthrough value for our customers by continuing to create new, different, and better ways for companies to connect with their customers. This is the sixth year in a row we’ve been included on the list, demonstrating ongoing innovation and excellence.

Innovation 211

Innovation Customer Relationship 211

Customer Think

APRIL 30, 2024

IDT started to use Zoho around 7 years ago for its internal startup NRS. The scope was customer care with the objective of enabling the business to respond to quick and effectively to customers. IDT and NRS originally settled on Salesforce but after using it for about a year decided to move away in favor […]

Technology 59

Technology Technology 59

Heart of the Customer

OCTOBER 12, 2022

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started!

Close the Loop 150

Close the Loop 150

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. Let’s take a look at the concept of total experience (TX) , an approach that could redefine your business’s strategy for success.

CX 102

CX Business Growth Technology Technology 102

Intercom, Inc.

JANUARY 5, 2021

Indeed, our first R&D principle is “Start with the problem.” At Intercom, we believe product managers (PMs) should focus on problems , not solutions. ” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. 1: The outcome the customer wants.

Transportation 279

Transportation Start-ups Finance 279

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. You used to speak in hours and days, and now it’s months and quarters. Here, I dive into how to remain a startup, what to look out for as you scale, and how to grow up without growing old.

Innovation 257

Innovation Start-ups 257

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Our all-new Inbox is built to handle the volume, speed, and scale of internet business.

Start-ups 210

Start-ups Customer Retention 210

PeopleMetrics

FEBRUARY 21, 2023

However, they did this several months ago and suddenly customer retention is starting to dip down again. Your customers’ needs are continually evolving, and smart businesses like yours know how important it is to keep up with them. To begin, you’ll need to start with understanding CX research best practices. Let’s get started !

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. You will have a customer crisis.

Start-ups 89

Start-ups Customer Relationship Customer Service Customer Experience 89

Intercom

FEBRUARY 6, 2024

Despite all of the great progress in that time, it still feels like the journey is just starting. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business. It’s been one of the most fascinating and rewarding journeys of my career to date.

AI 98

AI Customer Service Customer Journey Map Engineering 98

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. To get you started on the right foot, here are five ways to think about increasing your CSAT and elevating your brand. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Bill Quiseng

DECEMBER 6, 2023

BUSINESS LEADERS FORBIDDEN PHRASE: “We’ve always done it that way.” FIND KEEP Your business success is not dependent on how many candidates you find. Do not take for granted the immense impact a concerned, vital group of employees can do to enhance the image and success of your business. Loyalty builds your business.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

CSAT.AI

JULY 12, 2023

AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. Many businesses get this. Companies Want to Get Better CX Results Microsoft surveyed businesses from multiple continents for their 2023 report: Global State of Customer Service Sophistication. Where to Start With AI: CSAT.AI

AI 87

AI CX Gambling Sentiment Analysis 87

C3Centricity

JANUARY 16, 2024

As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX. Adopting a Customer-First Strategy is Essential The CX Index states that 90% of businesses, regardless of the vertical they are operating in, have made CX their primary focus. The benefits are huge!

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Read full review “Totango can help businesses to improve efficiency, drive customer satisfaction, and ultimately grow their business. The bomb in customer success software!

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. So let’s get started. Loyalty builds your business. Now you know why customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Welcome to CX 102 or Advanced CX. Get inside their hearts.

CX 88

CX B2C Hospitality Hospitality 88

Totango

FEBRUARY 9, 2024

It ensures your business maintains a strong field position, denies any losses, and fortifies your financial end zone. For example, let’s say your MRR at the start of the month was $100,000, your MRR from renewals at the end of the month was $95,000, you lost $2,500 from churn, and you lost another $2,500 from downgrades.

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. When these loyal customers are supported through great customer service, then they don’t have a reason to seek out other businesses. Many business owners focus on building their customer base over delivering excellent customer service.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Totango

FEBRUARY 23, 2024

Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. The elusive C-suite is a powerful and exciting place to be.

Start-ups 97

Start-ups Business Growth Sales 97

Customer Think

MARCH 19, 2024

Progressive organizations prioritize a systematic approach, investing in core CX competencies that deliver sustainable value for all stakeholders – customers, the business, and employees. Companies that embrace a customer-centric approach start by deeply understanding customer needs and perceptions.

CX 64

CX Customer Experience 64

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” This is what businesses need to survive in today’s environment. However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Beyond Philosophy

FEBRUARY 10, 2022

For example, a recent report by t he American Customer Satisfaction Index (ACSI) showed that only 30 percent of the businesses the ASCI tracked improved their Customer Satisfaction scores over the past ten years. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Net Promoter Score 167

Net Promoter Score Customer Experience Start-ups Customer Satisfaction 167

Execs In The Know

NOVEMBER 21, 2022

With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. In a recent webinar , our Business Partner Replicant stated that 80% of customer interactions can be resolved by automation. Start Small. What percentage of your call center operations are automated?

Contact Center 98

Contact Center Education AI Engineering 98

Totango

JANUARY 3, 2024

Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes. By consistently reinventing ourselves, we ensure we’re always ready to meet your business needs.

Business Growth 111

Business Growth Innovation AI Start-ups 111