ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Zendesk

AUGUST 30, 2021

Do-not-reply accounts can save time for any customer-facing department, but they’re especially helpful for support reps. The one-way communication keeps their workloads manageable by not adding more customer inquiries to their queue. Cons: May dampen the customer experience + create legal issues.

Legal 98

Legal Invoicing CRM Customer Relationship Management 98

Callminer

MAY 12, 2020

An integrated, comprehensive software solution, such as a multi-channel text and speech analytics tool , analyzes all interactions between your agents and your customers for a unified, comprehensive view of the customer journey that allows for historical contextual analysis. Evaluating Customer Relationship Management Software.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

InteractionMetrics

JUNE 21, 2023

Our next B2B Customer Experience roundtable on June 27 will cover an AI Case Study with special guests Leslie Pagel and Lynn Dumas. Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. But it’s not so clear.

Customer Survey 52

Customer Survey B2B NPS Legal 52

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments. Sentiment analysis, for example, provides insights into the experience of both the customer and the employee.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Taylor Reach Group

NOVEMBER 9, 2018

The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while contributing to the sales goals of the company. Expand channels utilized to connect with customers beyond voice, chat and email.

Outlook 80

Outlook Legal Social Media Contact Center 80

Hodusoft

JANUARY 18, 2023

Call recording: It provides you with a rich resource of customer interactions that may come in handy in training new customer service executives as well as serve as evidence in case any legal complication arises. The platform aims to reduce customer wait times and offer personalized, secure interactions.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel CRM 52

Lightico

AUGUST 9, 2021

The bank will email the customer a form to complete and sign indicating they agree to assume responsibility for the bank loan. Accelerating this process for these customers helps banks: cut overall time to resolution. Customer experience. prevent accounts from falling into delinquency. avoid needless disputes. NPS / CSAT.

Legal 52

Legal Contact Center NPS Customer Relationship 52

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces.

CXM 90

CXM Non-Profits Close the Loop CX 90

Zendesk

NOVEMBER 28, 2023

Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry. If not, customer churn rates can skyrocket due to a misunderstanding of the software. When companies provide excellent SaaS customer support, they can better secure customer retention.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

ClearAction

NOVEMBER 16, 2023

We closed the loop with our entire customer base by sending a letter from the senior leadership team outlining the top 3 issues from our annual customer relationship survey with a promise to send a progress report within a certain number of months. This description is referred to as Intentional Customer Experience.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Qualtrics

FEBRUARY 26, 2019

But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. Customer Experience Visionaries.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Callminer

FEBRUARY 21, 2018

When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have. This can damage your customer relationships and, if left untended, could damage your bottom line.

Contact Center 210

Contact Center CRM Technology Technology 210

Beyond Philosophy

NOVEMBER 25, 2021

Therefore, it would be best to determine the most important thing to each of your customer segments. This issue is further complicated because you often have to discover what that is rather than trust what customers tell you. . They segmented their customers into three groups: Decision makers, project managers, and users.

Hospitality 78

Hospitality Hospitality CRM Legal 78

Comm100

NOVEMBER 13, 2022

This term is often used synonymously with omnichannel customer service, but it can also refer to a greater focus on engaging with customers at all stages of the buyer journey, rather than just providing customer support post-purchase. Now that we’ve answered the question “what is omnichannel customer service?”

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Who is “the customer?” Responding to email.

CX 40

CX NPS Legal Customer Feedback 40

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. When you put all that together, it’s clear that working in finance is complicated.

Customer Service 80

Customer Service Finance Start-ups Sales 80

Callminer

MARCH 6, 2020

One of the best customer service interview questions for managers is…”. What is the worst customer experience situation you’ve ever dealt with? a legal threat) when they have zero knowledge of the product and are unable to seek assistance from their peers. Levi Olmstead. levi_olmstead. Patrick Rivers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

One of the best customer service interview questions for managers is…”. What is the worst customer experience situation you’ve ever dealt with? a legal threat) when they have zero knowledge of the product and are unable to seek assistance from their peers. Levi Olmstead. levi_olmstead. Patrick Rivers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

AUGUST 30, 2022

By building a strong business tech stack for your startup – covering everything from incorporation to growing long-lasting customer relationships – you can not only win back time and establish best practices, but create a solid foundation for your business to grow. Intercom – Customer engagement. Mercury – Banking.

Compliance 163

Compliance Finance Engineering Start-ups 163

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. If you’re not sure where to begin, we’ve got you covered.

B2B 98

B2B Customer Service B2C Finance 98

Zendesk

JANUARY 18, 2024

In this comprehensive guide, we’ll break down the importance of customer data privacy, common privacy concerns, best practices, and key privacy standards and regulations, all backed up with facts and figures from the Zendesk Customer Experience Trends Report 2024. More in this guide: Why is customer data privacy important?

CX 52

CX Education Government Compliance 52

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. If you’re not sure where to begin, we’ve got you covered.

B2B 52

B2B Customer Service B2C Finance 52

Intercom, Inc.

NOVEMBER 25, 2021

For Dan Gingiss , at least, investing in your defense – the customer experience – is the smartest move you can make. He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover.

CX 206

CX Social Media Start-ups Invoicing 206

SixteenVentures

DECEMBER 31, 2019

The Definition of Customer Success. Customer Success Management Defined. Customer Success-driven Growth Defined. How to Develop a Customer Success Strategy. What Customer Success is NOT. True Customer Relationship Management. Evolving Customer Success Catalyst. Customer Success as a Purpose.

Start-ups 136

Start-ups Sales NPS Non-Profits 136

Intercom, Inc.

MARCH 29, 2022

What to expect: Our CEO Karen Peacock introduced Intercom as the Engagement OS, laying out our vision for the future of customer engagement, and the part we will play in helping our customers bridge the gap between customer expectations and customer experience. Intercom is the Engagement OS.

Start-ups 118

Start-ups Innovation Sales NPS 118