Alida

MARCH 30, 2017

Ongoing customer engagement, according to Trimboli, influences strategic initiatives at Price Chopper, helping the company drive innovation, foot traffic and sales. Trimboli highlighted three benefits of using customer insight. Improving marketing materials…and increasing sales. Identifying unmet need.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. Boost Staffing.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

InMoment XI

JULY 7, 2022

Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands ROI Social Media Return on Investment 369

InMoment XI

JANUARY 25, 2024

.” The vertical axis typically represents the vendor’s ability to execute, encompassing evaluation criteria such as product or service, sales execution/pricing, and overall viability. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Reference 195

Reference Roadmap Innovation Technology 195

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. Innovation to imitation is down to weeks. Customer Driven-Growth. The competition is fierce in business today.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

GetFeedback

NOVEMBER 23, 2019

According to Benioff, together doesn’t just represent the teamwork of innovation within Salesforce; it incorporates all organizations and persons that are contributing to the evolution and success of the customer experience (CX) industry. A great example of how this can be done successfully is Louis Vuitton’ s Customer 360 program.

2019 48

2019 Magazine Fashion Customer Expectations 48

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. To put this in perspective, over 20% of retail sales are expected to happen online. A recent survey from PwC found that 64% of automotive dealers believe online sales will comprise 20-40% of all sales by 2030. However, those experiences must extend beyond the sale.

Automotive 195

Automotive Customer Journey E Commerce 2022 195

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 92

Innovation 2023 Customer Success Sales 92

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. Identify Ideal Customer Profiles (ICPs). Prioritize sales efforts. Reduce sales cycle length.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Solvvy

AUGUST 22, 2022

Although robotic process automation (RPA) doesn’t typically interact directly with customers, it can provide significant benefits to customer service teams. . With RPA handling routine, day-to-day tasks, agents can devote more of their time to helping customers. . Interactive Voice Response .

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Thematic

OCTOBER 30, 2024

VoC analysis helps businesses identify what drives customer loyalty and satisfaction, enabling them to implement changes that resonate with their audience. By addressing issues highlighted by customers, companies can build stronger relationships, resulting in a loyal customer base that is less likely to switch to competitors.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base. Customer Interaction AI is taking customer interactions to new heights.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Sure, they can inspire innovation and help you build more customer-centric products, but they can also be a major dredge to analyze, prioritize, and implement.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

Thematic

MARCH 2, 2025

Unlike raw data, insights interpret patterns and emotions behind customer behavior, enabling brands to make informed decisions. Why should your business rely on customer insights? With these insights, businesses can take action—like offering free shipping or simplifying checkout—to improve sales and retention.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. With new team members, and advanced data and technology, we took the opportunity to reflect and refine our guiding principle: customer-led growth.

Brands 62

Brands 2024 Customer Success 2025 62

InMoment XI

JULY 1, 2024

Predict Behavior and CLV More and more retail brands are deploying predictive analytics software to forecast customer behavior and monitor market trends. Retailers can personalize the retail customer experience and increase sales by analyzing information such as past purchase history, browsing behavior, and demographic data.

Social Media 195

Social Media Healthcare Retail Insights 195

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

B2B 154

B2B E Commerce B2C E-support 154

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Use Cases: Shopping Concierge: Video chat support allows agents to connect with online customers in real time, offering them advice and recommendations that directly increase sales.

Contact Center 141

Contact Center Financial Document 2025 141

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 85

Sales Workshop Culture Leadership 85

Customer Bliss

MAY 2, 2019

She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product. Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

CSM Magazine

OCTOBER 30, 2024

Internal Budget Allocation One of the simplest ways to fund your customer service operation is to allocate existing budget resources. You might find savings in marketing, sales, or other operational expenses that can be redirected towards customer service enhancement. Encourages innovation and development.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

Thematic

MARCH 26, 2025

" And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights. Where Should You Collect Feedback From?

Feedback 62

Feedback Social Media Customers E-support 62

Daniel Group

JUNE 25, 2024

If you think back, probably the first term you might have heard was customer service. And that’s what the focus was, on the service that happened generally after the sale of the product, especially in the B2B world in which we work in. I think it might be helpful to first talk about how we got here, how CX came to be.

B2B 105

B2B Magazine 2023 Innovation 105

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ShepHyken

JULY 7, 2023

Through your customer’s network, you can reach the untapped potential customer base. Moreover, your business app can also send your critical data, such as demographics, geolocation, and customer behavior. Enhanced Customers Satisfaction To sustain high competition, customer satisfaction is highly crucial.

Customer Engagement 118

Customer Engagement Engagement Social Media Customer Satisfaction 118

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael. Assessing The Work To Be Done.

2007 0

2007 B2B Leadership Events 0

TechSee

SEPTEMBER 26, 2024

One standout solution in this space is Sophie AI , a powerful Agentic AI that transforms customer service and CX through autonomous, multimodal support. However, before investing in breakthrough innovations, leaders must first define their goals.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

Think Customers

DECEMBER 19, 2024

Insights will become more powerful, and AI will get even better at predicting the best methods for resolving customer issues based on behavior and sentiment. Real-time data , innovative AI analytics, and experts who can put those insights to work will be foundational to CX success in the coming year.

2025 52

2025 Contact Center Customer Experience Insights 52

InMoment XI

OCTOBER 10, 2023

Whether it’s sales growth, revenue, or employee performance, KPIs give stakeholders a bird’s eye view of where the company stands. The beauty of customer service metrics lies in their specificity. While KPIs might indicate that a business is thriving, customer service metrics could reveal areas of concern.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. InMoment believes that sharing your wins, whether that is increased sales, increased customer acquisition , or increased net promoter score , is the last step in how you prove the ROI of customer experience in your organization.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? For example, a customer’s onboarding , adoption and renewal journeys are shaped by a wide variety of employees within a company.

Customer Success 117

Customer Success Customer Journey NPS Sales 117

BirdEye

MARCH 6, 2023

With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly. Enter Birdeye — a platform that makes it easy for local businesses of any size to deliver top-notch digital experiences to engage customers and grow sales.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. Optimize outcomes for diverse customer bases. Start using customer health scores with the clarity and precision only a purpose-built and AI-powered success platform can provide. Recurring revenue is a rhythm not one note.

Metrics 62

Metrics ROI Customer Relationships Customers 62