Futurelab

DECEMBER 27, 2023

Customer data has transitioned from a scarce commodity to an overwhelming flood of information. And the need for faster customer action is growing as well. Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.”

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. In fact, 63% of customers churn after a bad experience.*.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. If you would like to beta test the feature, please contact your CS manager or email help@lumoa.me You can see all of the available styles from this article on custom colors in our knowledge base. to learn more!

AI 83

AI Start-ups Touchpoint 83

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. In our latest webinar , we’ve shared a three-pronged approach to help you drive retention and reduce churn. “Are you attracting and engaging the right customers? Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 100

Customer Retention CRM Customer Relationship Management Customer Loyalty 100

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Churn Rate Understanding why customers leave is as crucial as acquiring new ones.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. It’s huge!

Customer Experience 118

Customer Experience CX Sales 118

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment. Download Now.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. How Contact Center Managers See Their Agents. Call Center Life.

CX 162

CX Social Media Contact Center Actionable Insights 162

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Business Operations 110

Business Operations Customer Satisfaction Sales Customer Service 110

SurveySensum

DECEMBER 25, 2023

It seemed like the ultimate device, promising a seamless experience. The customer service center had a really complex return procedure. Eventually, after a series of calls and endless patience, I managed to get my money back. However, the entire experience left me determined never to revisit that brand.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Net Promoter Score 52

Net Promoter Score Customer-Centric Organization Customer Satisfaction Omnichannel 52

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports CX Scorecard Touchpoint 62

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide. Not a problem.

Outlook 109

Outlook Touchpoint CX Customer Experience 109

Shep Hyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

Customer Retention 126

Customer Retention Customer Service Customer Experience 126

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 112

Sales Customer Retention Innovation Customer Experience 112

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn .

Scorecard 86

Scorecard Start-ups Customer Relationship Customer Experience 86

TeamSupport

FEBRUARY 22, 2024

One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough. Lower churn rates and higher customer satisfaction scores. The result?

Net Promoter Score 40

Net Promoter Score Omnichannel NPS Customer Satisfaction 40

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 172

Net Promoter Score Customer Experience NPS Customer Satisfaction 172

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Net Promoter Score 97

Net Promoter Score Education NPS Start-ups 97

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 93

Finance Customer Retention Sales Technology 93

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationship 95

Customer Relationship Customer Journey Map NPS Customer Experience 95

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Think of churn like a risk that can be negotiated like any other. .

B2B 106

B2B Customer Relationship Customer Feedback Customer Experience 106

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Customer Retention 90

Customer Retention Customer Expectations Start-ups Sales 90

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 113

Business Growth Innovation AI Start-ups 113

Zendesk

OCTOBER 5, 2022

This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn. To increase net retention, you need to give your customers a reason to stick around even when they could easily switch to another competitor (This is especially true in the SaaS universe). They are in protection mode.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Zendesk

MARCH 18, 2024

Delivering superior service experiences requires organizations to improve their internal service operations first.

Artificial Intelligence 52

Artificial Intelligence AI 52

Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Our first customer messaging solution. This approach resonated with a number of customers. Some of the visualizations our customers shared with us. We knew something had to be done.

Start-ups 232

Start-ups Engineering Customer Feedback 232

Intercom, Inc.

JUNE 13, 2022

Not only that, we also added some exciting new features that will help you enrich push notifications, manage your team permissions, perfect your Product Tours, and more. Create personalized experiences with branching logic. Without further ado, here’s what our Intercom chefs have been cooking up over the past month. and Fred Reichheld.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. is CX Annuities.

CX 62

CX Sports Non-Profits Touchpoint 62

Intercom, Inc.

JULY 30, 2020

First, as the economy is buffeted by turbulent seas, companies must batten down the hatches and devote their time and attention to their current customers. Championing this approach is Luke Diaz , Clearbit’s VP of Customer Success. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145