Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? These unique AI qualities can assist customer experience (CX) leaders in pinpointing how their customers truly?feel, customer sentiment ,?

CX 162

CX Artificial Intelligence AI Business Growth 162

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Driving Expansion .

Scorecard 111

Scorecard Start-ups Customer Experience 111

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

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. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

B2B 91

B2B ML CRM Customer Relationship Management 91

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

AI 72

AI Customer Service Gaming Innovation 72

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. Read this blog to explore three important predictions for 2024 for customer-facing leaders.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Intercom, Inc.

DECEMBER 21, 2020

We adapted quickly to working from home, launching groundbreaking new features to supercharge our conversational support and customer engagement tools. Proactive is the way of the future. Proactive is the way of the future. A must-read for marketers dealing with change or crisis. Zara Burke, Senior Editor.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base. Maximize Your Return on Investments.

Customer Satisfaction 73

Customer Satisfaction NPS Start-ups Customer Retention 73

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. We have totally lost control."

Customer Service 181

Customer Service Contact Center 181

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn .

Scorecard 84

Scorecard Start-ups Customer Relationship Customer Experience 84

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

Totango

AUGUST 2, 2022

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. Monitoring and Optimizing Customer Health. To do this effectively, you need deep insight and understanding into the health of your customers.

Customer Satisfaction 78

Customer Satisfaction Start-ups Customer Relationship 78

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” The first way to do so is to ensure product adoption and use.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. The start of the renewal phase depends on the length of your customer’s contract as well as your policy. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date.

Customer Retention 93

Customer Retention Start-ups Technology Technology 93

VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

B2B 98

B2B Sales 98

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Customer Relationship Sales 81

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. With customer feedback ! What is a Customer Health Score?

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. As eCommerce grows, so too does its vulnerability to friendly fraud.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. We hope you will find this useful!

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

TeamSupport

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. For revenue to continue to flow, customers must continue to use products.

B2B 86

B2B AI Technology Technology 86