Intercom, Inc.

MARCH 15, 2022

In today’s market, customers expect personalization. Marketers are quick to understand the value of personalization: one report revealed that a whopping 99% of marketers say that personalization advances their customer relationships. So how can you create more personalized and engaging marketing campaigns?

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

Execs In The Know

SEPTEMBER 14, 2022

In our CX Leaders Trends & Insights: 2021 Corporate Edition report , 35% of survey respondents mentioned they were currently investing in RPA. Market Volume Estimated to Grow to $23.9 RPA is one of the fastest-growing segments of the global software market. According to Statista , the RPA market is forecast to grow from $2.65

Artificial Intelligence 98

Artificial Intelligence Machine Learning Business Operations Technology 98

Zendesk

OCTOBER 25, 2023

In this episode, we delve deeper into some of the key strategies, problem-solving, and insights that propelled ZoomInfo to its current success. Prioritize go-to-market-fit From the beginning, Schuck and his team knew the importance of go-to-market-fit, a common thread among our founder guests.

Innovation 52

Innovation Sales 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! Read on to learn how to get and work on such feedback for developing and shaping new products for your company. It consists of insights received from different customers about their experiences with your brand as well as your products or services.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! Read on to learn how to get and work on such feedback for developing and shaping new products for your company. It consists of insights received from different customers about their experiences with your brand as well as your products or services.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. These measures weren’t bad business principles, but they also didn’t send the best signal to the team. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Intercom, Inc.

JUNE 7, 2022

Want to get started with live chat for sales? Marketing qualified lead (MQL). This means that your sales team can get stuck in an endless cycle of lead qualification and nurture, instead of spending time where it really matters: building relationships with prospects and closing deals. Here’s what you need to know. Learn more ?.

Sales 245

Sales Start-ups Touchpoint B2B 245

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences. Read customer reviews and testimonials for insights.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be.

Business Growth 83

Business Growth Customer Retention Customer Survey Sales 83

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. By understanding what your customers want and need you can ensure that you are providing them with the best possible service or product which will help you stay ahead in an ever-changing market. You probably know this. But where do you start?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Intercom, Inc.

DECEMBER 14, 2022

The results reveal some fascinating insights into preferences around how companies should talk to their customers, where they talk to those customers, and what they say when communicating with customers. Key insights. The study dug a little deeper to find out which emojis are welcome, and which consumers could do without.

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

SurveySensum

NOVEMBER 10, 2023

But with an abundance of website feedback tools in the market, how to choose the right one for your business? What are the best tools out there? Gain insights into how well your website performs on various devices and optimize it accordingly. What is a Website Feedback Tool? How to Choose the Right Website Feedback Tool?

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Shep Hyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. However, customer-centric marketing takes all of that a step further.

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Experience Investigators

NOVEMBER 7, 2023

The answer and best strategies are backed by science and decades of social behavior. That’s certainly a benefit of customer loyalty, but there are deeper forces at work. But first and foremost: even the best customer retention strategy won’t save a bad product. What about customer call transcripts or support emails?

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

Sprinklr

SEPTEMBER 9, 2021

According to Gartner data , 62% of marketing leaders report facing a significant or moderate challenge in leveraging integrated customer data. If you’re not able to convert your social listening data into actionable insights, at scale, it’s time for you to take another look at your social listening tool.

Social Listening 110

Social Listening AI Social Media CXM 110

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Armed with these insights, you can pinpoint exactly how to improve your team’s effectiveness, improve resolution times, and enhance customer satisfaction.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Shep Hyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),? Augmented Intelligence: Combing the Best of Both Worlds.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

Intercom, Inc.

SEPTEMBER 3, 2020

In that time, I’ve had the opportunity to work with many different product teams – from the teams that built our messenger to those that work with our marketing features. How we get feedback. How do you get feedback from customers? Mat: We get a lot of feedback. How do problems land on your desk in the first place?

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Intercom, Inc.

AUGUST 25, 2020

There’s a lot of discussion around conversational computing these days – at Intercom, we talk about our conversational relationship platform , conversational support and conversational marketing. The way it sounds, or something deeper? One of Grice’s key insights is what he called the cooperative principle. Deservedly so.

Legal 290

Legal Start-ups Engineering AI 290

ECXO

AUGUST 9, 2023

There is a significant opportunity for firms like Capgemini to increase market share by adding value in ways competitors don’t. The market opportunity The global cloud professional services market is forecast to double in the next five years to USD 55.3bn. It’s best to get it right the first time. Let me explain.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. creating a customer advisory board to collect customer insights. Gathering market intelligence. How do they work?

B2B 118

B2B Customer Feedback Start-ups B2C 118

Zendesk

MAY 25, 2022

Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example. So if you’ve just dropped in on the CX scene, let me help you get up to speed. Join the right Slack channels.

CX 98

CX Social Media Start-ups Sports 98

Lumoa

APRIL 1, 2020

The best way to address any situation is to first zoom out and get the lay of the land. When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? Why Build a Customer Insight Strategy? Let’s talk about why that is.

Net Promoter Score 83

Net Promoter Score Customer Journey Map Social Media Start-ups 83

SurveySensum

SEPTEMBER 22, 2023

Take Apple, for example, who just launched products as per the market i.e., its latest iPhone 15 and sleek smartwatches. You can achieve this by launching product-market fit surveys. What is Product Market Fit? What are Product Market-Fit Surveys? How to Measure Product Market Fit Surveys?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Customer Feedback Customer Retention 52

SurveySensum

FEBRUARY 6, 2024

After putting so much effort into getting them onboard, they leave. So, let’s get started, shall we? Understanding Customer Needs and Preferences: Get real, actionable insights into what they value and how they use your service. Well, this has been a challenge faced by many companies. Yes, this hurts like a breakup!

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

SurveySensum

JANUARY 12, 2024

The traditional metrics for CX’s success in today’s market are changing. This article aims to provide actionable insights into humanizing customer feedback processes. By examining real-world examples and best practices, this article serves as a guide for businesses looking to improve their customer experience.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). These insights aren’t mine alone. They’re drawn from the 2022 CX Accelerator report , which includes insights from nearly 5,000 customer service decision-makers around the world.

CX Transformation 98

CX Transformation Customer Retention CX Sales 98

SurveySensum

DECEMBER 25, 2023

Eventually, after a series of calls and endless patience, I managed to get my money back. Let’s delve deeper into this with a detailed use case from a retail fintech company I’ve recently collaborated with. After exploring the challenges, the next step was to act on it and develop the best possible solution.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

ProProfs

JULY 10, 2023

You can create an immersive math quiz experience that sparks interest and fuels deeper understanding by infusing interactivity, captivating visuals, and real-world applications. Gain Insights into Learners’ Performance An online math quiz generates valuable data to analyze learners’ performance and progress to gain insights.

Education 52

Education Gaming Innovation 52

SurveySensum

SEPTEMBER 1, 2023

The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. When you have all the survey information, you can use it to boost your marketing strategy. Not convinced just yet?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. This means that the more than 900 payers 1 in the current U.S.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

SurveySensum

JULY 9, 2021

Should we dive headfirst into the latest marketing trend?”. They focus on building social media channels, learning the latest marketing trends, competitors, and other things. One of the great benefits of empathy is that it gives you insight into your customers’ point of view. But, what if the answer is simpler than it seems? .

Social Media 98

Social Media NPS Start-ups Customer Loyalty 98

Experience Investigators

JUNE 13, 2023

Related: Experience Action Podcast Episode 5 – 5 Questions for Customer Experience (CX) Leaders CX Embedded in Marketing Historically, many organizations have positioned CX within the marketing department. The rationale is straightforward: marketing is outward-facing and focused on understanding and fulfilling customer needs.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. But what’s most important is what you do with the information you get. Putting information to work for you is the only way to get any benefit from it. How do you make sure you get the right information to inform business decisions?

Actionable Insights 83

Actionable Insights NPS Net Promoter Score Customer Feedback 83