Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Insights 78

Insights Webinar Feedback Innovation 78

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Feedback NPS Loyalty 117

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Insights 78

Insights Webinar Feedback Innovation 78

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions.

Social Media 195

Social Media Insights Feedback Loyalty 195

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

Webinar 98

Webinar 2022 Customer Success Metrics 98

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. Journey-based insights. Path Insights. Connecting CX to ROI.

Insights 231

Insights CEM NPS ROI 231

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

InMoment XI

AUGUST 18, 2022

Evaluate and demonstrate results of experience initiatives including organizational change, improved metrics, and financial impact while determining appropriate next steps. And if that’s ROI, you want to build a program that will allow you to capture insights that can be turned into actions that result in financial returns.

ROI 418

ROI Customer Experience Webinar Financial 418

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ClientSuccess

DECEMBER 21, 2021

Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? In there we get the experiential metric.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. By centralizing data, it ensures that insights aren’t scattered fragments but a cohesive narrative.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? Tip #1: Break Down Metrics. Tip #2: Tell Stories.

Metrics 370

Metrics ROI Presentation Webinar 370

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. Elevate services by incorporating direct customer support surveys to gather insights.

Insights 52

Insights Customer Experience Metrics NPS 52

InMoment XI

MARCH 3, 2022

Many businesses keep tabs on endless amounts of metrics. And if you’re vying for more CX insight, check out this webinar where Eric Smuda (Principal, CX Strategy & Enablement) speaks on “CX Transformation: The Key to a Truly Valuable Program.”. And that’s valuable information! But measurements are not outcomes.

Fashion 370

Fashion Government Webinar Measurement 370

Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. It’s how you collect, clarify, communicate, and champion CX insights” that matters most, she adds.

ROI 64

ROI Metrics Webinar Chief Customer Officer 64

SurveySparrow

DECEMBER 25, 2023

Transactional Net Promoter Score (TNPS) is a customer satisfaction metric that focuses on evaluating and understanding customer loyalty and satisfaction based on specific transactions or interactions with a company. Quickly turn valuable feedback into actionable insights for sustainable growth and success! What is Transactional NPS?

Net Promoter Score 52

Net Promoter Score Insights NPS Touchpoint 52

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below. Here’s what people said.

Insights 52

Insights Customer Success Webinar Culture 52

InMoment XI

OCTOBER 23, 2024

Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 2, 2022

All of your customer data needs to exist in one place, where it can be accessed from anywhere in the organization, meaning that the game changing insights you need to acquire new customers, keep the old ones, expand customer lifetime value, and cut inefficient or costly processes are all in one place.

ROI 370

ROI Return on Investment Airlines Call Center 370

InMoment XI

OCTOBER 26, 2022

Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). Every department should have a window into the insights you gain from your CX program—and be able to leverage them in their decision making. 2: Increase Experience Awareness.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. However, for all of us who are building digital products and services, so many invaluable customer insights and personalized engagements are happening within the product itself.”. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Think Customers

OCTOBER 11, 2021

Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experience. What is a CSAT rating? How to improve CSAT. What is a CES rating? What is an NPS rating?

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

ChurnZero

MAY 2, 2024

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

2024 52

2024 B2B Insights Webinar 52

InMoment XI

OCTOBER 8, 2024

How Can Sentiment Analysis Be Used to Improve Customer Experience Sentiment analysis can be a powerful tool for improving customer experience by providing real-time insights into how customers feel about your products or services. Furthermore, choose which customer experience metrics your customer experience improvement program will track.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

ROI 195

ROI Net Promoter Score Webinar Financial 195

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content.

Webinar 52

Webinar Innovation E Commerce Customer Experience 52

InMoment XI

NOVEMBER 7, 2024

Data-Driven Insights Customer experience automation software can analyze automated interactions to provide insights into common customer preferences, behaviors, and pain points. Organizations that invest in AI and automation report that it has helped them better serve customers.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. This is why it’s important to integrate a more versatile metric like the Emotional Value Index (EVI®) with NPS to obtain critical insights on all phases of the journey. But here’s the hitch.

NPS 52

NPS Feedback Net Promoter Score Webinar 52

Gainsight

NOVEMBER 20, 2024

As Courtney Hauser, Gainsight’s VP of Customer Experience & CS Operations shared during our webinar on digital self-service solutions , “Self-service is game-changing for digitally expanding CS.” ” She’s spot on because you can achieve these benefits without increasing costs. It was about ticket deflection.

Measurement 40

Measurement Webinar 2008 Metrics 40

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. What is a Signature Survey? rating with clickable smiley faces.

Feedback 153

Feedback Customer Satisfaction Touchpoint Communication 153

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Insights Average Handle Time 42

CSM Magazine

MARCH 31, 2020

We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th). Enrich Agent-Customer Interactions with AI insights: Instead of replacing human interactions, AI can support them.

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

Webinar 59

Webinar Customer Retention Customer Success Loyalty 59