Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Sales 78

Sales Customer Experience 78

Intercom, Inc.

SEPTEMBER 10, 2020

That experience led to his bestselling book, The Sales Acceleration Formula. Yet in Mark’s experience working with and mentoring startups, he’s found that many entrepreneurs go with intuition over information. The framework consists of three elements: product-market fit, go-to-market fit, and growth and moat.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

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. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Finance 94

Finance Customer Retention Sales Technology 94

C3Centricity

FEBRUARY 13, 2024

Businesses that embrace these practices not only enhance their products and services but also craft exceptional customer experiences, setting themselves apart from the competition. For instance, Toyota, through its Kaizen philosophy, has seen a significant reduction in production costs and an increase in vehicle quality.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Intercom, Inc.

SEPTEMBER 1, 2021

At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . More and more, I see startups hiring PMMs as their first marketer ”.

Start-ups 138

Start-ups Sales Gaming 138

Intercom, Inc.

DECEMBER 21, 2020

. “We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. The art of marketing in a crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. Since leaving college, I knew I wanted to work in technology, in a sales or go-to-market position.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. Design fundamentals are a set of patterns that are commonly followed to make products easier and more delightful to use. Consistency is important within our product, and in the way it relates to other products in the market.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 115

Outlook Customer Satisfaction Customer Feedback Gaming 115

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. This acquisition builds on the launch of Zendesk AI , the fastest-adopted product in the company’s history.

AI 138

AI CX Business Growth Innovation 138

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Whether it’s a tweet, a customer email, or a product review, text analysis software digs in, using Natural Language Processing (NLP) to identify key phrases and customer sentiments.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 92

Sales Scorecard NPS Customer Acquisition 92

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Lynn Hunsaker led customer experience and marketing at Applied Materials & Sonoco.

CX 65

CX VOC Innovation Start-ups 65

Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. Discount Tackle provides value in the experience by making the interaction personal to improve my fishing experience. For example, Spotify provides a few different personalization services that provide value by improving your listening experience.

Technology 78

Technology Technology Business Operations Customer Relationship 78

MattsenKumar

MAY 7, 2024

Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences. According to Statista Survey 2021 Reports, 16.7

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT).

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

Contact Center 48

Contact Center Artificial Intelligence Sales 48

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Outlook 116

Outlook Innovation Omnichannel Education 116

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.

Customer Satisfaction 86

Customer Satisfaction Sales 86

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Sprinklr

JULY 29, 2021

In other words, customers are paying close attention to feedback about your products across a wide variety of digital channels and using that information to guide their decisions. But, many brands are not doing the same thing, even though these product insights are right there for the taking. Are you missing out on any of these?

CXM 111

CXM Manufacturing Social Media Social Listening 111

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The CCaaS market is positioned to thrive and grow rapidly during the next 5 years.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

SurveySensum

MAY 7, 2024

Welcome to the private marketplace (PMP), where advertisers and publishers come together to optimize the buying experience and maximize campaign performance. of the market share, with the private market (PMP) segment forecasted to claim 19.0%. How to Enhance Your Buying Experience: 5 Benefits of PMP 1.

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Steven Van Belleghem

FEBRUARY 26, 2023

It’s about quality It may sound underwhelmingly obvious but if you squeeze the budgets of your supplier to a minimum, they will need to find ways to save money on their own production, materials, content, supply chain or transportation etc. CX is not just about the end experience, it is part of a complex system.

CX 130

CX Transportation Manufacturing 130

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Initially, Alice was excited about these feature requests from the product feedback surveys. How to Manage Multiple Feature Requests?

Sales 52

Sales Customer Feedback Start-ups CX 52

Zendesk

AUGUST 22, 2023

Your business’s success depends on your ability to create a product or service that satisfies its target market, also known as product-market fit. In today’s highly competitive market, having a great product may not be enough. Product-market fit definition Why is product-market fit important?

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

AI 96

AI Engineering Business Growth Customer Acquisition 96

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. The onboarding experience was in-depth and thorough. I felt fully supported by the Totango implementation, data, and support teams.

Business Operations 111

Business Operations Customer Satisfaction Sales Customer Service 111

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97