Logicalware

SEPTEMBER 1, 2023

As a CX leader, you probably already understand the challenge of optimising systems, which can be time-consuming and sometimes leave you wondering where to start. By continuously fine-tuning your CX processes and tools, you can stay ahead of customer expectations, delighting them at every turn.

Customer Experience 52

Customer Experience Construction Case Management CX 52

Logicalware

JUNE 21, 2023

Book a custom demo and see Puzzel Case Management and Customer Hub in action! [1] Putting the customer in the driver’s seat, Customer Hub allows them to be in control of their support requests, adds ease to email support and personalises the experience. One more touchpoint that’s tailored to your customers.

Case Management 52

Case Management Touchpoint AI CX 52

Qualtrics

NOVEMBER 6, 2019

From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be. With a business case proven, they achieved the buy-in they needed to grow their team and gradually expand their program across the organization.

CX 33

CX Close the Loop Start-ups Touchpoint 33

Zendesk

MAY 11, 2022

From our CX Trends 2022 research, we learned that more than 70 percent of customers expect conversational experiences when engaging with a company, but also that businesses are trailing expectations, with less than 40 percent reporting they can allow a customer to reach out and respond whenever and wherever is convenient.

CRM 98

CRM B2C Compliance B2B 98

Fonolo

JANUARY 14, 2020

Annette Franz @ CX Journey. Annette is founder and CEO — Chief Experience Officer — of CX Journey Inc. The CX Journey blog is mostly written by Annette herself, with some guest writers, and is a must-read for anyone in the customer experience space. She’s worked with some of the world’s largest brands.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Confirmit

FEBRUARY 16, 2018

A rich mobile experience can expand your active user base and increase the value of your CX program. Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges.

Case Management 40

Case Management Voice of the Customer Customer Feedback CX 40

Confirmit

DECEMBER 4, 2018

There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly. Compass : Consulting, services, and support to help you to Define, Deliver, and Drive your CX program to achieve long-term business improvement and tangible Return on Investment (ROI).

B2B 40

B2B VOC Text Analytics Government 40

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

SugarCRM

OCTOBER 27, 2022

He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment.

B2B 26

B2B E-commerce CRM CX 26

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Sugar Serve is a component of the Sugar platform.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

SurveySensum

NOVEMBER 11, 2021

Its CX consultants and implementation teams help you run your CX program so you can focus on driving results. Data Management. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. And one more thing!

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

ClearAction

DECEMBER 31, 2015

Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. “Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). . Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum.”

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

Qualtrics

JULY 15, 2019

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. While both methods are incredibly valuable when it comes to CX insights, CSAT may be the most appropriate for collecting specific and actionable insights within your CX.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

1 to 1

MAY 19, 2020

For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move. CX leaders in the space are embracing decentralization and becoming more flexible to virtual models.

Real Estate 26

Real Estate Contact Center Innovation Case Management 26

ClearAction

AUGUST 3, 2015

Granted, everyone is doing case management, following up with low survey raters. An action hero is a "protagonist who primarily uses combat to achieve his goals in a story", according to tvtropes.com , a site that describes character types for fiction works. Yet action is sorely needed!

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

Fonolo

FEBRUARY 13, 2019

“In most cases, firms implement [customer service] technologies in functional and technological silos … remain disconnected from customer databases or case management systems … [you] should thoroughly audit all similar technologies that the enterprise owns before purchasing …”. Beware Cohort Behavior Studies. ”.

Contact Center 57

Contact Center Technology Technology CRM 57

SurveySensum

APRIL 21, 2023

SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It is purpose-built for managing the entire CX management process to drive business growth. Set up notifications to address feedback to close the loop.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

PeopleMetrics

JANUARY 28, 2021

You know, that's the first business lesson I'll share with everybody: whether you're an entrepreneur or whether you're heading a team for CX or EX - people are really everything with the business. And not just following up - managing it through a specific process that we call "case management" that we've always had in our product.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

PeopleMetrics

DECEMBER 5, 2017

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. These individuals are often called “case managers.” You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

SugarCRM

OCTOBER 19, 2023

It combines automation, case management, knowledge base tools, and reporting capabilities to create a comprehensive platform for delivering exceptional customer support. Sugar Automate helped Paytime automate more processes that enabled them to boost the levels of CX. Automation also played a vital role here, helping J.D.

Case Management 29

Case Management CRM Customer Satisfaction Sales 29

Intercom, Inc.

DECEMBER 10, 2020

Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO). Gainsight leverages its tech stack, which includes Gong to record interactions, together with a case management system and Intercom for communicating with customers across all channels.

B2B 223

B2B Outlook Sales Touchpoint 223

Qualtrics

OCTOBER 9, 2020

Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of Tethr, to discuss why that is, and how CX leaders can implement it into their own programs. CX leaders all recognize the importance of a robust structured VoC data collection program. social media comments , user reviews, etc.).

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

SugarCRM

JULY 6, 2021

Sugar Serve features a generous Knowledge Base, instant messaging options, and case management integrations to help users solve their own service issues. Keeping up and even exceeding your customers’ support inquiries is one of the best ways to ensure that your company enforces high CX standards. Sugar Market.

Customer Experience 29

Customer Experience Data Entry Artificial Intelligence CRM 29

SugarCRM

JULY 31, 2019

As you know, our recent acquisitions of Collabspot, Salesfusion and a business intelligence team have moved us firmly into the realm of customer experience (CX). And today, as the first of many steps towards realizing this vision, we are announcing three new products built on our CX platform. Rapid Innovation…and More.

CRM 25

CRM Innovation Case Management CX 25

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Close the Loop 78

Close the Loop VOC CEM NPS 78