Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. This isn’t just foresight; it’s the power to shape the future.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Gainsight

FEBRUARY 29, 2024

Today, the sophistication of Customer Success strategies and supporting technologies are putting through-partner Customer Success to work in entirely new ways. That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

ClientSuccess

MARCH 28, 2023

Knowing what your enterprise customers aim to achieve with your product can influence every decision made throughout the customer journey. Map Out the Customer Journey After comprehending the goals and vision of your large account, it’s time to chart out the customer journey.

Management 52

Management Webinar Customer Journey Roadmap 52

ChurnZero

SEPTEMBER 27, 2024

Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow. You can find out more about outcomes based customer success, and watch the webinar in full, here. What are the milestones? What do you intend to happen?

Customer Success 52

Customer Success Roadmap Sales Customers 52

Kitewheel

MAY 18, 2021

It does this by determining which information is relevant and deciding when, where, and what to surface up to the customer in real-time. In a recent webinar , Mark Smith shared some of the key ways to drive great customer experiences with journey orchestration. Finally, automate your customer’s experience.

Customer Experience 52

Customer Experience Roadmap Customer Journey Webinar 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time.

Sales 52

Sales Customer Success Webinar Tourism 52

GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. Take that positive feedback and evaluate how you can repeat your approach for another priority in your customer experience improvement plan.

Social Media 262

Social Media Feedback Webinar Books 262

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. On average, it takes between two and three years to build and optimize a fully mature digital customer success program.

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Lithium

MARCH 7, 2023

[Podcast] The Future of Conversational AI, with Khoros’ Gijs Van De Nieuwegiessen - This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen, and we discuss the velocity of conversational AI technology in different industries Communities 2023 Khoros Brand Communities Roadmap - More details are coming soon.

2023 52

2023 Omnichannel Webinar Social Media 52

Experience Investigators by 360Connext

JUNE 1, 2015

Did you miss the webinar? This core value makes a powerful statement, but it’s a statement that can be true no matter what kind of transaction the customer is having, and it leaves plenty of room for change. Setting goals creates the roadmap to positive gains. So I had to snap a picture and share! Sign up for the next one.

Brands 234

Brands 2015 Roadmap Retail 234

Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

COPC

OCTOBER 26, 2023

Development requires conversational designers, UX engineers or product managers to: Map the customer journey and identify the types of questions customers are asking Determine how to answer those questions Identify where the required data lives It is essential to know how well the AI is doing and the areas for improvement.

Technology 78

Technology Customer Experience Consulting Insurance 78

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Who doesn’t want a piece of that?!

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

8x8

DECEMBER 3, 2018

On Cyber Monday, Lenox was able to maintain an excellent customer experience in spite of the high call and chat volumes, ensuring all customers had a good experience. How to Improve Your Customer Experience. Even if you know customer service is important, not everyone has a clear roadmap for improvement.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

Gainsight

DECEMBER 8, 2022

Using Gainsight Journey Orchestrator, Salesforce, Calendly, and group webinars, the company was able to convert its drawn-out and highly personalized onboarding journey into a standardized, templated digital journey. Knowing their usage, upcoming roadmap, and how to better utilize our product is key.

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

ClientSuccess

SEPTEMBER 8, 2020

Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. Map out the entire customer journey: Once you understand your large account’s goals and vision for your partnership, it’s time to map out the customer journey.

Management 52

Management Customer Journey Mapping Customer Journey Roadmap 52

Gainsight

JULY 26, 2022

Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . For many, that means triggering email communications at regular intervals or key milestones of the customer journey.

NPS 59

NPS Webinar Roadmap Feedback 59

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

2023 52

2023 Chief Customer Officer Customer Journey Customer Success 52

Wootric

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

CustomerSuccessBox

JUNE 21, 2022

The customer begins to understand that the onboarding manager will take them through their customer journey. Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. So you need to understand how you can add value to their customer journey.

White Paper 52

White Paper Customer Retention Webinar Sales 52

SmartKarrot

APRIL 25, 2023

Role: Vice President of Customer Success Location: Englewood, CO, United States (Remote) Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime.

Customer Success 19

Customer Success Net Promoter Score Roadmap Customer Journey Mapping 19

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

Customer Experience 40

Customer Experience Webinar B2C Consulting 40

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. You should know and your exec team should agree.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Amity

MARCH 20, 2016

Collaborate on the customer roadmap. Provide a ‘long term’ view to the customer for revenue production. Create opportunities for customer to be successful and measure against their objectives. Always show the customer the roadmap and how they can continue to get better with your service.

Roadmap 60

Roadmap Webinar Measurement Customer Retention 60

CSM Magazine

SEPTEMBER 20, 2021

Focus on the Entire Customer Journey. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. However, studies reveal that focusing on the entire customer journey instead of these standalone touchpoints is one of the vital customer service skills.

Social Media 98

Social Media Seminar Customers Customer Service 98

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. Q&A Recap.

Webinar 98

Webinar Sales Customer Success Customers 98

Amity

JANUARY 30, 2019

Create a CS mission statement that is shared across your organization, and where appropriate, with customers. Map and evaluate your customer journey (both current and desired state). Look at the structure that is required to support your CS definition, mission and desired customer journey.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Clarivate

DECEMBER 13, 2017

We spoke to many companies this past year who are just starting their CX programs and starting to create their first customer journey maps. If you are one of these companies, you should definitely find out more about journey mapping software applications and how they can help your CX efforts.

Customer Experience 49

Customer Experience Management Customer Journey Mapping Roadmap 49

Totango

JANUARY 7, 2020

Consider sharing customer stories, reviews of features that helped customers achieve specific business goals, product roadmap sessions, new feature releases, customer webinars, community posts, and blogs detailing best practices. Request a demo today to optimize your onboarding workflow. .

Roadmap 72

Roadmap Customers Customer Success Metrics 72

SmartKarrot

JANUARY 18, 2023

Participate in webinars as a subject matter expert as needed. Coordinate the various departments associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints. Contribute to the creation of training or marketing assets.

Customer Success 19

Customer Success Roadmap Webinar Document 19

Totango

JULY 11, 2023

This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.” You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G.,

Customer Success 85

Customer Success Customer Journey Mapping Sports Customer Journey 85

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61