Lumoa

JANUARY 8, 2024

Identifying overarching themes like ‘Camera Performance’ or ‘Battery Life’ helps categorize feedback into meaningful chunks, offering a bird’s-eye view of customer opinions. Efficient Market Research: An in-house market research feature? Topic modeling is about seeing the bigger picture.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Hodusoft

FEBRUARY 22, 2024

What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs). Managed Service Providers (MSPs) have rapidly evolved as key players in the IT services industry.

Innovation 52

Innovation Technology Technology Gaming 52

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. Those who can communicate with clients, customers, and partners more cost-effectively can offer competitive pricing or invest in innovation, giving them an edge over competitors.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Choosing the right software is critical to your company's success in this area. In today’s customer-centric market, providing exceptional support is non-negotiable.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Supporting CS research. Offering career advancement tips for CS professionals.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Intercom, Inc.

MAY 18, 2021

Believing that you have something truly new to offer. People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like. Forrester’s research found that conversational support is no longer a “nice-to-have” or something to consider in the future. Customers are expecting it now.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Taylor Reach Group

AUGUST 13, 2020

Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”! But is this all that a contact center can offer?

Contact Center 150

Contact Center Customer Loyalty CX 150

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. What Is a Customer Success Manager?

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences. Business buyers have changed the way they behave and buy. Let’s get started.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Intercom

NOVEMBER 29, 2023

Low return on investment: If you’re having to supplement your customer service platform with other tools to get the results you want, you’re likely paying a lot more than you need to for the reward you’re getting. Lack of innovation: For an area that’s moving as quickly as customer service, the pace of innovation in legacy tools is far too slow.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Intercom

OCTOBER 4, 2023

Recent research from Intercom’s State of AI in Customer Service: 2023 Report shows that investment in AI for customer service is quickly accelerating, with 69% of support leaders planning to invest more in AI in the year ahead.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? What are your enrollment trends?

Education 62

Education Structured Data 62

SurveySensum

FEBRUARY 20, 2024

Therefore, you should start by conducting market research. The importance of cultural research should not be underestimated. Your research can also include various surveys, studies, and focus groups. They offer a helpful service and have a team of essay writers who follow the instructions provided by the customer closely.

Engineering 52

Engineering Customer Feedback Start-ups Social Media 52

Lumoa

NOVEMBER 21, 2023

Because of the use of AI in customer feedback analysis , companies do not need to shell out large sums on market research, a practice that is also very time-consuming. With additional queries, this metric can offer some fruitful insights into what drives the satisfaction or dissatisfaction of customers.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Beyond Philosophy

SEPTEMBER 17, 2020

Townsend researches visual processing and visual design’s effect on customer behavior. Townsend chose to study it because there was shockingly little academic research on it. Before Apple, most of the aesthetic design in packaging or products was reserved for those offerings that had met every other function.

Retail 163

Retail Customer Experience CX 163

PeopleMetrics

MARCH 25, 2022

This guide will answer some of the most common questions that business leaders, marketers, and product managers have about CABs: What are customer advisory boards (CABs)? Some CABs meet regularly to hold in-person meetings, but modern survey and customer experience software has made it possible to manage large CABs fully remotely.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. A CX platform offers: Improved customer engagement.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Intercom

APRIL 10, 2024

“Almost all customer questions, in all customer channels, will be excellently answered by an AI Agent” Customer service is one of the earliest areas to be fundamentally changed, because AI happens to be excellent at the things customer service people do today. These questions require research, troubleshooting, and can take time.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. Degree of Control Customer service can be tightly managed, but customer experience is more challenging to control.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. Degree of Control Customer service can be tightly managed, but customer experience is more challenging to control.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Execs In The Know

OCTOBER 17, 2023

Our recent CX Outsourcing Insights: Building Successful Relationships in Times of Change report (released June 2023) offers valuable perspectives from CX leaders who manage BPO relationships or utilize outsourcing services.

CX 52

CX Customer Loyalty Customer Experience Customer Service 52

Lumoa

JANUARY 19, 2023

Current state mapping helps organizations pinpoint where they are currently failing to meet customer expectations, as well as any areas that could benefit from further optimization. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

OCTOBER 11, 2023

The cost of using AskNicely is relatively high, and for some, it does not offer the best value for their specific financial situation. The evaluation typically involves Features and Customization: Begin by assessing the features offered by each alternative. Source These four limitations ain’t enough, there are more.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Intercom, Inc.

AUGUST 27, 2020

Today the subscription management platform is helping industry powerhouses across the Fortune 500, including Ford, Caterpillar, and Thermo Fisher, shift their perspective from transactions to relationships. Caterpillar is a good example [of a different approach] because they’re not just offering their old leases on subscription.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Looking at how the best companies operate, Hubert and his team boiled down product excellence to three key areas of action: vision, strategy, and execution.

Engineering 225

Engineering Start-ups E-commerce Sales 225

UJET

JULY 21, 2020

Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. These meetings can review past metrics, highlight good customer feedback, and discuss areas of improvement. Especially when they are remote agents?

Customer Satisfaction 120

Customer Satisfaction Customer Feedback Customer Service 120

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. I’ve managed many teams over the years. For example, when I was in corporate life, I set my sights on becoming what was at that point called a general manager.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. What value are they delivering to their customers that your company is not?

Customer Experience 83

Customer Experience ML Social Media CX 83

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

Experience Investigators

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning. But, leaders, take a deep breath!

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

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. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

SurveySensum

FEBRUARY 28, 2024

Using an anonymous employee feedback tool enables you to access genuine opinions about your processes, and employees’ interactions with your company, and pinpoint areas where improvements are necessary. And empowers managers and HRs with relevant feedback to improve their products, services, or internal processes. Why limit yourself?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Identify areas for company and agent improvement. Most call centers offer a base pay with bonuses. Do you receive constructive feedback from your manager?

Construction 136

Construction Technology Technology Contact Center 136

Beyond Philosophy

AUGUST 25, 2022

Triant has been with the company for over two years, but in this area for over 20. Also, the proactive experience indicates that you offer a personal experience for them, making customers feel important and appreciated. But, first, decision-makers, and customer experience and brand managers should determine how to put them together.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

DMG Consulting

MAY 26, 2020

Vendors are making large research and development (R&D) investments in these product areas, and end users are eager to realize the proven benefits from automation and the promised payback from AI. . Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96