Customer Bliss

DECEMBER 15, 2016

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. Strategic management and the four pillars. The strategic management pillars mentioned in this book are: Goal-Setting.

CX 61

CX Innovation Engineering Customer Experience 61

Customer Bliss

SEPTEMBER 1, 2016

I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. This is your guide to strategic management in CX. Earn the right to the work.

CX 70

CX Engineering Customer Experience Management Customer Experience 70

Customer Think

MARCH 6, 2023

Advanced AI & NLP empower sellers to instantly transform complex financial data and insights into deeply tailored account strategies, plans, and content using prompts, guides, and one-click downloads

Sales 52

Sales AI 52

Futurelab

MARCH 8, 2024

Many companies, and many individual managers do not manage to overcome this barrier and get stuck in data flood instead of focusing on taking action. Taking action at both the individual client level and the team/company level with a more strategic view is the ONLY way to get ROI out of a VoC programme.

VOC 157

VOC Voice of the Customer CX 157

Customer Think

JUNE 6, 2023

Utilizing the new service, businesses can outsource their entire feedback operations and receive expert advice based on real-time analytics

Customer Feedback 52

Customer Feedback 52

Adrian Swinscoe

MARCH 28, 2023

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg first appeared on Adrian Swinscoe.

CRM 190

CRM 190

Experience Investigators

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Think

AUGUST 29, 2023

Fundraising round includes Spice Capital, GoldHouse Ventures, LVRN Records, Guin Records

52

52

Intercom

MAY 1, 2024

And unless support agents wanted to move into management or QA positions, career progression opportunities were somewhat limited. In the world of AI-first customer service, new roles are needed to implement, train, and manage AI. CS leadership roles are becoming more data-driven and strategic. AI is changing all that.

AI 52

AI Customer Service Technology Technology 52

ECXO

NOVEMBER 19, 2023

We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. The post Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Holistic Customer Metrics for Actionable Insights 6.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Intercom, Inc.

AUGUST 13, 2018

I would get lost in those worlds as I designed environments and overcame crises, managed resources and organized priorities. It is only recently that I realized how much these games resemble my role as a Product Manager. Strategic thinking is only one piece of the puzzle for both simulation games and product management.

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

ECXO

APRIL 18, 2024

The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

B2B 111

B2B AI CX Customer Service 111

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives. These numbers are a testament to the effectiveness of well-executed marketing strategies and the ROI of email.

E-commerce 90

E-commerce Social Media Innovation B2B 90

Zendesk

MARCH 13, 2024

For human agents, it means focusing more time on building relationships, resolving complex challenges, and applying front-line customer expertise to become strategic partners in the business. “AI 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

SurveySensum

MAY 14, 2024

As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. The Pulse of Predictive Analytics Predictive analytics forms the heart of proactive database management. It’s the strategic expansion of your digital territory with foresight.

Predictive Analytics 52

Predictive Analytics Data Entry Invoicing Engineering 52

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 132

Retail Customer Experience Technology Technology 132

Intercom

MAY 14, 2024

Managers across the board are stretched thin, and when that happens, the quality of work suffers, teams get less attention, and, worst of all, it becomes impossible to focus on yourself and your own career growth. Play a more strategic role Opening the inbox and seeing a thousand tickets used to be the beginning of the end. Here’s how.

AI 52

AI Start-ups Touchpoint Sales 52

Helpt

FEBRUARY 27, 2024

Strategic decision-making : The ability to assess situations, plan your actions, and adapt to unforeseen circumstances. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Utilize collaboration tools and platforms to facilitate communication and project management.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Execs In The Know

JANUARY 9, 2024

Myth 3: BPO Is Only for Cost-Cutting Fact: Some organizations view BPO solely as a cost-cutting measure, overlooking its broader strategic advantages. It often leads to the creation of new roles in strategic areas while optimizing operations through specialized talent. It is a versatile solution that caters to diverse business needs.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. ai, Kony and Genesys.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Beyond Philosophy

MAY 10, 2024

Strategically managing memory formation involves planning for encoding, recall, and structure. It’s helpful to picture the fishing net at the bottom of a shallow pool and imagine pulling it by one of the knots to the surface. You get the knot you grabbed, but all the connected knots come along, too.

Customer Relationship 78

Customer Relationship Customer Loyalty Customer Experience CX 78

SixteenVentures

FEBRUARY 18, 2023

Complex Account Expansion Strategies Aren’t Needed I’ll let you in on a little secret and you can tell your Sales leadership if you want: There’s just not a lot of ‘strategizing’ that has to take place to grow accounts like you have to do with prospects you don’t already have a relationship with.

Sales 107

Sales 107

Customer Think

FEBRUARY 11, 2024

Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty.

Customer Experience 67

Customer Experience 67

ECXO

APRIL 29, 2024

Her roles included VoC Manager, Strategic Information Manager, CX Improvement Manager, Marketing Director, and Head of Corporate Quality (CCO). Here you can find our previous session with Lynn: [link] Who is Lynn? Lynn Hunsaker led customer experience and marketing at Applied Materials & Sonoco.

CX 64

CX VOC Innovation Start-ups 64

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. As success leaders and call center managers, you need to be an example for your agents. Strong call center managers are on the floor helping agents, encouraging them, and helping them succeed. Schedule agents strategically. But it’s not enough.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Execs In The Know

APRIL 10, 2024

It also addresses the challenges and considerations of integrating AI into feedback management, ensuring that brands can navigate the complexities of modern customer service with finesse and strategic insight. The post Strategic Insights: How Customer Feedback Fuels Brand Success and Innovation appeared first on Execs In The Know.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Comm100

MARCH 14, 2024

This scalability makes them a cost-effective solution for managing large-scale customer service operations without compromising quality or efficiency. By automating routine inquiries and tasks, chatbots reduce the workload on human agents, allowing businesses to either reduce or reallocate resources more strategically.

Customer Service 91

Customer Service Compliance AI Customer Satisfaction 91

Intercom

APRIL 10, 2024

The era of AI-first Customer Service is here, and it will lead to happier customers and more strategic customer service teams. And AI can do all this far faster than any human support manager or leader. AI will elevate the role of a support manager to be much more strategic. Technology doesn’t go backwards.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024.

AI 96

AI Engineering Business Growth Customer Acquisition 96

SurveySensum

JANUARY 30, 2024

If yes, then it’s time you discover the right customer experience interview questions that determine how well a candidate knows about customer experience management. ” “How do you manage gathering and analyzing customer insights to build your strategy?” Let’s get started!

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Were these goals met?

Customer Satisfaction 72

Customer Satisfaction Start-ups 72

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals.

Innovation 74

Innovation Sales 74

Zendesk

NOVEMBER 16, 2023

Through strategic questions and steps, an organization can evaluate the current status of its employees and identify opportunities for training, hiring, succession planning, and more. Our strategic workforce planning template provides a high-level overview of your current and future goals, staffing needs, and training requirements.

Start-ups 52

Start-ups Customer Service Gaming CX 52