Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

Totango

JULY 17, 2024

“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.

Sales 97

Sales Metrics Customer Success Call Recording 97

SurveySensum

JULY 17, 2024

Did you know that Verizon’s revenue amounted to 32.48 billion U.S. dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? Creating such an impact cannot be with one-time users, it requires an army of loyal customers who are not only loyal to the brand but also are volunteer brand advocates.

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NPS Wireless Loyalty Telecommunications 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

CSM Magazine

JULY 17, 2024

Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange. Assured, formerly Elan Fire and Security Systems, has already expanded its business by 60 percent since implementing the 6-in-1 cloud based solution. Using live linked mobile devices running the BigChange app, Assured has increased engineer productivity, reduced operational costs and improved management visibility o

Customer Relationship Management 52

Customer Relationship Management 2018 2013 2020 52

CSM Magazine

JULY 17, 2024

Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%. For the first time, organizations can tap into the potential of AI agents without getting bogged down in code, thanks to GALE’s intuitive visual interface and no-code development platform.

Innovation 52

Innovation Management Customers Customer Service 52

The DiJulius Group

JULY 17, 2024

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or.

Employee Experience 52

Employee Experience Culture Article Customer Service 52

Clarivate

JULY 17, 2024

The Clarivate Top 100 Global Innovators report is a beacon of insight into global innovation across various sectors and industries. In a new series of deep dive analyses, we delve into specific trends within four industry segments, starting with the dynamic energy and electrical segment. Energy production, consumption, and distribution are pivotal macro trends that intersect with sustainability, climate action and economic prosperity.

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Innovation 2022 Download Reference 59

2020 Research

JULY 17, 2024

In recognition of his lifetime contributions to the market research industry, our Executive Chairman Steve Schlesinger is an official 2024 inductee into the Market Research Council’s 2024 Hall of Fame. For more than 35 years, Steve has been a pillar of leadership and humanity who has dedicated so much to so many. Here are just a few of the ways he’s positively impacted others in and outside market research.

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2024 Marketing 2023 Leadership 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Circular Edge

JULY 17, 2024

As a true cloud-based application, NetSuite delivers automatic updates twice a year to all customers. Since most enhancements and new features are built into the cost of NetSuite, it’s time to learn how to take advantage of these updates! Let’s dive into how the NetSuite release process works and puts you in control. The NetSuite Release Process NetSuite’s release process is designed to be as seamless and hassle-free as possible.

Blog 52

Blog Information Customers 52

Help Scout

JULY 17, 2024

Testing code isn't just for developers! Designers, product managers, QA specialists, and support team members all benefit from the ability to test. Learn how one engineer used a "Learn Something Day" to make testing more accessible to the broader Help Scout team.

Article 49

Article Management 49

Optimove

JULY 17, 2024

Optimove, a marketing technology firm, analyzed more than 15 million bets placed on 43 WNBA games in the month of May, including nine in which Clark and the Indiana Fever played. The firm found that Fever games generated an average 380% increase in the number of bets compared to a baseline game (a May 17 game between the Washington Mystics and Connecticut Sun).

Technology 40

Technology Marketing 40