eglobalis
NOVEMBER 12, 2024
By shifting from a task-oriented to a customer-driven mindset, service teams can foster loyalty, trust, and even advocacy from their clients. Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations.
eglobalis
OCTOBER 30, 2024
AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. Faster hiring process. Enhanced well-being.
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Retently
JANUARY 13, 2025
The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?
eglobalis
NOVEMBER 26, 2024
What good is being empathetic if customers still face recurring problems? CX isn’t about being “nice” in the superficial sense of politeness or pleasantries—it’s about deeply understanding customer needs and translating that understanding into tangible actions that solve real problems.
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As the learning industry matures, one question comes up time and time again in our conversations with customers about their learning programs: “How do we measure the business impact of extended enterprise learning initiatives?”.
eglobalis
DECEMBER 11, 2024
Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.
InMoment XI
JANUARY 18, 2022
It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. This is where InMoment’s newest report comes in. How can brands meet their needs?
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small.
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
Customers who share stories, knowledge, and experiences with other customers or prospects are more effective and authentic than traditional marketing programs. Guidance on developing and measuring. All attendees will receive access to exclusive program planning templates. Common pitfalls. Exclusive program planning templates.
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The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?
Advertiser: ZoomInfo
Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.
Speaker: Adrian Speyer, Head of Community and Lead Evangelist for Higher Logic Vanilla
Customers want to receive support through multiple different mediums. How to measure and prove the success of your support community efforts. To meet this expectation, a company’s support stack needs to be comprehensive. To create a premier offering, companies have turned to support communities. But not everyone gets it right.
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
How do you encourage your customers to help others? What are the key metrics to measure? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. What are the biggest challenges?
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more.
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