Heart of the Customer

AUGUST 3, 2021

Back in December, I predicted 2021 would be The Year of CX Data. Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […].

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2021 ROI Metrics Customers 109

Heart of the Customer

DECEMBER 15, 2021

Late last year, I predicted that 2021 would be The Year of Data. My 2021 prediction stemmed from […]. And while it’s against my nature to say I told you so…boy, did I nail that one! That said, I also forecast that Mall of America wouldn’t last five years, so my predictions aren’t always that good.)

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2022 2021 ROI Metrics 78

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Lithium

AUGUST 3, 2022

Welcome to the Khoros Thought Leadership series on the cost-saving tactics and benefits of using the Khoros platform! Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Do you think it's fair to say they're looking at the wrong metrics? Matt Deluca.

ROI 52

ROI Marketing Social Media Advertising 52

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. I think attention and compassion need to be the two leading elements of how we head into 2021,” said Luke Williams, the SVP of XM Institute at Qualtrics. “I

Sports 74

Sports 2021 2020 Loyalty 74

Gainsight

JUNE 9, 2021

They also discussed measuring ROI on a CS team, and who they believe is accountable for net retention in their companies. Rowan and Nick agreed that the customer success team is accountable with metrics and numbers in terms of usage and retention and churn. But,” Rowan shared, “it’s really the whole company’s job.”

Entertainment 98

Entertainment Customer Success Events Telecommunications 98

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. I think attention and compassion need to be the two leading elements of how we head into 2021,” said Luke Williams, the SVP of XM Institute at Qualtrics. “I

Sports 52

Sports 2021 2020 Loyalty 52

SurveySparrow

FEBRUARY 14, 2022

But 2021 was the year of great resignation, as employees started leaving jobs to get to a better place. The retail giant’s focus is on capability metrics where the processes are rolled out the way they’re designed to be. And every team’s leadership group is tasked to analyze the engagement results of their team members.

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Metrics Webinar 2022 ROI 98

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. December 2021.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Gainsight

JUNE 10, 2021

Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. We are beyond elated to announce the 2021 GameChanger Awards! That is the epitome of a Defender, and that award for 2021 goes to SAP Concur. .

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2021 2020 Customer Success Document 52

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. They’d want to do more on their own.

Customer Success 52

Customer Success ROI Travel Presentation 52

Gainsight

NOVEMBER 1, 2021

Last week, I had the pleasure of presenting at the Technology & Services Industry Association (TSIA) semi-annual conference, TSW 2021, which Gainsight proudly sponsors. Leadership, Boards, and teams outside of Customer Success want to know how to support our efforts. The thrill of the live, in-person event is back!

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2021 Events Customer Success Leadership 59

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Her leadership is revered by companies going through transitionary phases and well-established firms. Catherine Blackmore. Donna Weber.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

DECEMBER 14, 2022

Increasing product adoption and customer ROI with thoughtful approaches. We were able to extract surface-level adoption metrics but we did not know how well, and we also had platforms without any usage tracking,” says Jacklyn Currier , senior manager of client success at Cision. Adoption Hero: Cision.

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2022 Customer Success NPS Customer Satisfaction 98

ChurnZero

JANUARY 26, 2021

Next are the day-to-day leadership contacts. Joint Success Planning can help you help your stakeholders look like rock stars inside of their companies and in front of leadership. Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

8x8

FEBRUARY 6, 2019

See a consolidated view of numerical and graphical details about call activities and metrics for selected dates. Provide a real-time view into critical contact center metrics. Integration with CRM systems: Gartner predicts that by 2021, CRM will be the single largest area of spending in enterprise software. Analytics Features.

Contact Center 48

Contact Center Airlines 2021 Communication 48

Gainsight

AUGUST 10, 2020

The question now is, how do you drive efficiencies in that process and make sure you aren’t driving up your cost-to-serve metrics. It was amazing to see how health measurements have evolved to incorporate overall ROI, ensuring that the business cases built in the pre-sales process are brought to fruition post-sales.

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2020 Leadership Events Customer Success 59