Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 91

Sales Start-ups Gaming Customer Satisfaction 91

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

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Steven Van Belleghem

DECEMBER 14, 2021

So, NFTs can be art, video, music, or animations that customers can purchase to access perks, join communities, or resell the asset. Jeremiah, too, sees marketers increasingly adopt NFT technology to connect to their customers to drive engagement and loyalty. Part of the Web 3.0

CX 104

CX Entertainment Gaming Social Media 104

Fonolo

NOVEMBER 9, 2021

While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation! Trend #1: Customer intelligence.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

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

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Intercom, Inc.

NOVEMBER 24, 2021

The intuition, experience, and motivations of the decision-maker are critical inputs to the decision. Both play their part – it’s a purposeful consideration about how each of these types of information drive you towards making the best decision in the shortest possible time frame. Stage 1: Define the dilemma.

Customer Retention 257

Customer Retention Construction 257

SurveySensum

MAY 14, 2024

You aim for a setup that not only identifies issues but prevents them, providing insights that lead to improved performance and seamless customer experiences. 7 Must-Have Features for Next-Level Database Monitoring 1. The Pulse of Predictive Analytics Predictive analytics forms the heart of proactive database management.

Predictive Analytics 52

Predictive Analytics Data Entry Invoicing Engineering 52

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

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

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. Now, let’s see the chatbot statistics and trends. Why do customers love chatbots?

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Comm100

MARCH 20, 2024

Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. There’s often a gap between what the public expects and what government can deliver, due in part to resource limitations, legal constraints, and bureaucratic processes.

Government 78

Government Social Media Artificial Intelligence Legal 78

Uniphore

JUNE 21, 2021

Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). Start out with attended RPA A big part of starting small is transitioning slowly to fully automated tools.

Contact Center 147

Contact Center Start-ups Gaming CX 147

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

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. Improve your customers’ experiences. The right tool will help you: Quickly grow your business with insights.

Social Listening 110

Social Listening AI Social Media CXM 110

Intercom, Inc.

NOVEMBER 17, 2021

We build a deep, holistic understanding of our customers, employing user research to unite quantitative and qualitative insights. Researchers acknowledge and invest in the ‘ what’, but often forget to slow down and understand the ‘ why’ – the people behind the numbers and emerging trends”. For that, we rely on user research.

Start-ups 156

Start-ups Sales Customer Service 156

Lumoa

AUGUST 5, 2022

Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. The significant rise in prices has caused a major shift in not only consumer sentiment, but also in the actual purchase behavior of customers, and with it, all other major retail trends.

Retail 83

Retail VOC Customer Feedback NPS 83

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. Seamless experiences 5.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. Having a process for handling internal questions is one thing you can do to improve the employee experience at a time when workers are increasingly dissatisfied at work. If you aren’t familiar with internal customer service, here are a few things you should know.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Creating a Customer Service Strategy That Drives Business Growth. The Secret Sauce for Increasing Customer Happiness. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? 3 Crucial Contact Center Trends in 2021. What Customers Want and Expect in Customer Service.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered. Moderator: Sav Khetan, Tealium.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

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

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

SurveySensum

JANUARY 8, 2024

Did you know that your surveys are causing fatigue among your customers? This low response rate is more than just a numerical woe – it represents the difficulty in cutting through the digital noise to engage your customers who are burdened with requests for customer feedback at every point.

Touchpoint 52

Touchpoint B2B NPS Manufacturing 52

SurveySensum

FEBRUARY 9, 2024

Customers can have changing needs and preferences, and global events can influence your industry. The process often involves data about potential customers, competitors, and the industry. One vital aspect of market research is understanding one’s customers. Every business operates within the context of the marketplace.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Aquire

NOVEMBER 17, 2021

In fact, 70 percent of consumers under age 55 would switch banks for a better customer experience, according to research by Mobiquity. And that financial customer experience isn’t just defined by how helpful agents are — it’s about choice, convenience, and ease, too. What’s changed in financial customer experience?

Customer Experience 102

Customer Experience Finance CX Government 102

Logicalware

APRIL 21, 2023

The foundation of every strategy is a solid understanding of the customer. In customer support strategies, this is perhaps the most important ingredient. Time consuming, manual processes make customer insight a struggle What are the challenges, though, in gathering, analysing and acting on customer insight?

Actionable Insights 52

Actionable Insights Customer Feedback NPS Customer Expectations 52

Steven Van Belleghem

SEPTEMBER 19, 2021

When they launched themselves, Americans bought coffee beans in the store and made their coffee at home, resulting in low coffee quality and experience. And to make sure that the customers would keep coming back they invested a lot in customer service and in-store experience. There is no such thing as a commodity.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Aquire

NOVEMBER 8, 2021

And the good news is that technology can help bring those relationships into the digital age without losing what makes credit unions so appealing to customers. On the contrary, technology can enhance the customer experience even more. . Customers now expect to be able to manage their financial lives seamlessly and digitally.

Technology 98

Technology Technology Omnichannel Gaming 98