Mon.Nov 01, 2021

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5 Tips for Leading an All-Star Customer Success Team

Totango

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.

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Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 3: DISH Network

Execs In The Know

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. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.

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5 Tips for Leading an All-Star Customer Success Team

Totango

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.

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How to Level Up

Conversation Agent

We work at different levels — e.g., strategic, tactical — in many dimensions — e.g., past, future, sometimes present — alone and together, with stages, methodologies, processes, and so on. The unifying view in all of this is how we show up. Our values and personal culture shine or bleed through in our work and lives in the form of “this is how it feels like to [interact, communicate, be with us].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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What items should we focus on to improve our CX in 2022?

DMG Consulting

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. Contact center agents are becoming more important than ever to companies that want to deliver an outstanding CX. Agents need technology to perform their jobs efficiently and productively, and they also require processes and procedures that empower them to become custom

CX 84
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Meta Dissonance

Conversation Agent

Peripheral vision is where we sense and notice, the human instinct alive. Enter the Metaverse to take that away. Facebook just went Meta. It's consistent with the idea that the algorithm and information management supersede human experience. Aristotle wrote the blockbuster book Physics. His students titled his second work Metaphysics. The Greek prefix—for “after,” “beyond”—meant the second book had come after the first.

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5 Tips for Leading an All-Star Customer Success Team

Totango

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.

69
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Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 3: DISH Network

Execs In The Know

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. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.

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Predictive Lead Scoring: A Path to Profitable Growth

CommBox

Predictive lead scoring is the process of assigning a value to each person who visits your website or interacts with your marketing strategy. This represents how likely it is that they will become qualified leads and purchase from your company. The higher the score, the more likely they are to convert, which means predictive lead scoring can be used as a powerful marketing tool.

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Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises

DMG Consulting

Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises. Cloud-based contact center infrastructure (CBCCI) vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis. The vendors are investing in and competing to come up with the most successful approach, be it an out-of-the-box solution, a programmable platform, or a combination of the best of both approaches.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Cold transfer vs. warm transfer: when’s the right time to use them?

1 to 1

It’s a common part of many contact center calls: the transfer. But while frequently used, transfers can be loaded with pitfalls. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

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Andrew Dahlkemper

Uniphore

Andrew Dahlkemper is a global Human Resources executive with over 25 years of experience working for multinational companies, including Google, Dolby, Electronic Arts, PepsiCo, Citibank and Johnson & Johnson. He has extensive experience in leading all elements of Human Resources, including compensation & benefits, talent management & succession planning, diversity & inclusion, organizational design, workforce planning, change management and leadership development.

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Customer success vs. customer experience: What’s the difference?

Zendesk

How are customer success and customer experience different? If you don’t know the answer to this question, you’re certainly not alone. The two concepts are often confused because there are some similarities and overlaps. Though they’re both customer-centric roles, customer success and customer experience teams perform distinct functions. Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service.

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A Complete Guide to Customer Engagement

Aquire

Customer engagement is top of the agenda for many businesses these days. But even though companies are quick to agree that customer engagement is something they want more of, it isn’t always clear exactly what they mean by it or how it can be best harnessed. So, let’s dive in and take a look for ourselves. What is customer engagement? Customer engagement is all about the psychological and emotional connections created by the interactions between a business and their customers.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to build customer intelligence (and why you should)

Zendesk

Ever wandered into a store and immediately felt like you were in the wrong place? It could’ve been the inventory, the music, the vibes—whatever it was, it just wasn’t very you, so you lost interest in the brand. You’re not the only shopper who craves familiarity. Consumers want to buy from companies that understand them and deliver customized experiences.

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7 ways to fail at NPS Survey

SurveySensum

Recently, I received an NPS survey 15 minutes after I bought the product! I haven’t even used it yet! I don’t even know how useful it’d be for me! It might be a great product, but I don’t know it yet. . So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! And there have been many such instances where companies make major mistakes while sending NPS surveys.

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