ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Beyond Philosophy

AUGUST 13, 2022

The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. Psychology research determined that there are common areas of personality that all people share with many characteristics that fall under them. Please tell us how we are doing!

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

Intercom, Inc.

JUNE 2, 2021

What outcome does the customer want? . A well-crafted problem statement ensures the team shares an understanding of the core problem your customers are facing. It ensures we’re focusing on the right areas with the right resources, and it’s the lever that moves the team from the problem space to the solution space ”.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

CX 191

CX Net Promoter Score AI NPS 191

Uniphore

NOVEMBER 17, 2021

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month.

Technology 246

Technology Technology Innovation Entertainment 246

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. However, success is not high with digital transformation. These Value Drivers are essential to success. There are a few reasons for this result.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Intercom

OCTOBER 4, 2023

What do all the best customer support teams have in common? An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 91

B2B ML CRM Customer Relationship Management 91

SurveySensum

FEBRUARY 20, 2024

Therefore, you should start by conducting market research. The importance of cultural research should not be underestimated. Therefore, you will know how to communicate with your customers better and make informed decisions regarding adapting your content localization strategy.

Engineering 52

Engineering Customer Feedback Start-ups Social Media 52

Intercom, Inc.

JUNE 11, 2018

They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. According to research by Invesp , 44 percent of companies admit they focus more on acquisition than retention.

Sales 201

Sales Start-ups Customer Retention 201

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Intercom, Inc.

JULY 15, 2022

No longer are we restricted to customers in our region or country, but can feasibly cater to customers all over the globe. When you’re as obsessed with customer success as we are, facilitating multilingual experiences becomes a huge priority. Product localization. Website translations. Future multilingual plans.

118

118

SurveySensum

FEBRUARY 9, 2024

Customers can have changing needs and preferences, and global events can influence your industry. This knowledge helps them make better decisions that contribute to their success. Market research is also a lucrative field to enter, as many firms and organizations see the value of their services. What is Market Research?

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Stop making customers call you! You should!

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. So, if you report into the head of Customer Support, which experience area do you think you’ll be focusing on? and Europe.

CX 130

CX CX Transformation Government Start-ups 130

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Here are some key insights. What was its purpose?

VOC 83

VOC Omnichannel Customer Journey Map Touchpoint 83

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 102

Start-ups Social Media Engineering Education 102

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. 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. So, what does a job to be done have to do with customers?

Sales 78

Sales Customer Experience 78

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Below we dive into each of the five key trends from our research.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? Success Tip #1: Look at your requests for feedback (your emails, SMS messages, etc.)

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

Taylor Reach Group

AUGUST 13, 2020

Generally, organizations find value in the following three areas: Customer Loyalty, Learning and Professional Partnership. We all know about the impact of customer loyalty on the overall success of contact center and role of contact center in creating customer loyalty and retention, so let me explain the other two.

Contact Center 150

Contact Center Customer Loyalty CX 150

Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers.

Start-ups 211

Start-ups Sales Customer Experience 211

Zendesk

APRIL 5, 2022

It’s impossible to overstate the importance of customer service. Delivering high-quality customer experiences can help businesses stand out among agile competitors and translate to a revenue-generating growth engine. Without a clear understanding of where AI works best, businesses risk frustrating customers.

AI 98

AI Customer Experience Artificial Intelligence Engineering 98

Hodusoft

DECEMBER 13, 2021

We thank our customers eternally to take us to the heights and stand by us. The online platform features research, insights, trends, and validated user reviews, giving buyers the tools they need to make informed decisions for their organization. Gartner’s GetApp ranks the most trustworthy company and product based on user reviews.

Contact Center 98

Contact Center Innovation Customer Service 98

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83