Intercom

JULY 25, 2022

It’s no wonder that over half (56%) of survey respondents are encouraging greater cross-functional team collaboration over the next 18 months with the explicit aim of improving customer engagement. Organizations need to ensure that any investments in technology and cross-collaboration center around a culture that values customer engagement.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Shep Hyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. I think you’ll like it!

Customer Service 14

Customer Service Outlook Customer Loyalty CX 14

Help Scout

JULY 20, 2021

While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. Organizations that excel in customer orientation see their job as helping customers, not selling or servicing a product.

Start-ups 145

Start-ups Scorecard Sales Outlook 145

SugarCRM

NOVEMBER 24, 2020

In e-commerce terms, clay is consumer data, including emails, account updates, social media messages, sales, returns, and customer service interactions. To build an online retail or wholesale business, you need to gather as much information as possible about three distinct types of consumers: Your current customers.

E-commerce 49

E-commerce Social Media CRM Outlook 49

DMG Consulting

JUNE 13, 2017

DMG expects to see additional IT segments, such as customer relationship management (CRM), enterprise resource planning (ERP) and human resource information systems (HRIS) add WFO functionality to their suites, as these management and analytics applications are complementary and a logical expansion of their existing capabilities.

Contact Center 48

Contact Center Text Analytics Outlook VOC 48

SurveySensum

JANUARY 26, 2022

Companies adopt marketing automation to power their customer services as it can reduce labor, decrease errors, give out instant answers to queries, and cut down on costs related by a wider margin. . Although automation gets the job done, businesses now wonder about the customer’s opinion on dealing with automation.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Intercom

FEBRUARY 15, 2023

happen at every touchpoint of a customer’s journey: from how easy it is to navigate your website, to how much they enjoy using your product, to how quickly they can get in touch with customer service to resolve an issue, it all contributes to a customer’s impression of you. Ready to get started? See how we can help.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score E-commerce NPS 52

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. This shared outlook nurtures common goals, transparency, and collaborative attitudes.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Comm100

MAY 21, 2019

Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. But one thing that can really help is having the ability to connect with people in the same shoes as you.

NPS 58

NPS Contact Center CX Outlook 58

SurveySensum

SEPTEMBER 11, 2023

A rate greater than 100% indicates that your company is growing from existing customers, which is often more cost-effective than acquiring new customers. It also highlights the health of your customer relationships and the effectiveness of your upselling and cross-selling efforts.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

ClearAction

OCTOBER 1, 2018

CXM for the future requires a flow : holistic outlooks and strong connectivity, communication and synergies flowing across CX programs, departments, lines of business and competencies. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63