Eptica

SEPTEMBER 7, 2021

Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. You might also be interested in these posts: How to plan for customer service success at peak times. Published on: September 06, 2021.

Best practices 106

Best practices Technology Management Customer Service 106

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

HGS

JANUARY 25, 2021

Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc. Are my customers really happy? according to how hyped or mature the technologies are. Is my contact center up to date?

Contact Center 130

Contact Center Banking Education Self service 130

IdeasUnlimited

MARCH 28, 2024

In a remarkable acknowledgment of excellence and dedication, IdeasUnlimited has been honored with the prestigious 2023 Houston Award in the Call Center category. IdeasUnlimited’s victory in this process is a witness to its impressive marketing success, community service, and the high regard in which it is held by both customers and peers.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

Beyond Philosophy

DECEMBER 16, 2021

However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . However, this customer strategy is not great. How do customers value distinctiveness? . How do businesses value distinctiveness? .

Education 243

Education Best practices Consulting Consulting 243

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). Why does this drive growth?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 115

B2B Journey mapping SaaS Engineering 115

AWS Machine Learning

OCTOBER 18, 2023

Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes.

APIs 97

APIs Metrics Consulting Consulting 97

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. The first one was, “We put customers first.”.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health). vital business trends) and externally (i.e.,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

Accountability 52

Accountability Upselling Sales Marketing 52

Aspect

JUNE 4, 2020

They must know what to ignore and what to address in order to meet customer demands when facing disrupting events such as hurricanes, earthquakes, and pandemics — which levers to pull and when to manage the uncertainty brought on by these changes. annual increase in customer satisfaction rates. annual growth in agent productivity.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 98

Customer retention Upselling CRM SaaS 98

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

B2B 79

B2B Accountability Analytics Engineering 79

Eptica

NOVEMBER 6, 2020

What does this mean for customer service and how can companies prepare? Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush. What does this mean for customer service and how can companies prepare?

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

ShepHyken

APRIL 17, 2020

He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. What do you do in the interim to gain and retain customer loyalty? If your products happen to be in the latter category this does not mean you simply let it go. Weak purchasing power.

Customer retention 314

Customer retention Marketing Sales Customer Service 314

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

AWS Machine Learning

NOVEMBER 28, 2023

In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities. Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society.

industry standards 111

industry standards Engineering Enterprise Government 111

CSM Magazine

FEBRUARY 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site.

Analytics 59

Analytics Technology Customer Experience Management 59

Totango

MAY 19, 2021

These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template.

Real estate 106

Real estate Customer retention Enterprise Analytics 106

Spearline

MARCH 27, 2023

March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing company Spearline , headquartered in Ireland. This strategic move enables us to help more customers transform their CX, making every interaction flawless.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Eptica

OCTOBER 29, 2020

Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located. Share this page on: Tweet.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

COPC

APRIL 19, 2023

Let’s explore how to achieve harmony and stimulate the ideal behaviors across your customer experience (CX) operations. For a well-known brand striving to maintain high customer satisfaction, issue resolution and quality assurance should be the primary focus. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Deliver in-app guidance and content aimed at prioritizing user adoption. Analyzing extensive datasets to forecast trends.

B2B 91

B2B CRM Enterprise Upselling 91

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Reduced hallucination – Businesses require predictive, controllable outputs from AI systems directing automated processes or customer interactions.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

AWS Machine Learning

JUNE 27, 2022

ML practitioners often build custom systems to inspect data labels because accurately labeled data is critical to ML model quality. This feature comes in handy when there are multiple label categories (for example, Vehicles , Pedestrians , and Poles ) in a dense dataset object, and you want to view labels for one label category at a time.

Feedback 70

Feedback Engineering Quality management Management 70

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Find inspiration from category-defining leaders.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business. Length of the relationship.

Metrics 94

Metrics B2B Education Accountability 94

DMG Consulting

JANUARY 17, 2021

Adoption of video as a primary communication channel. Adoption of digital channels and a digital-first servicing mindset. This should include decisions about the percentage of employees who will be allowed or required to work from home, by category (agents, supervisors, managers, QM specialists, WFM administrators, operations).

Contact Center 105

Contact Center Self service Enterprise Technology 105

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 98

Metrics Feedback Advertising Customer centricity 98

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

Chief Customer Officer 52

Chief Customer Officer SaaS Marketing Management 52

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Product engagement refers to how and how often customers use your products. It encompasses several key elements: Which features customers use. How many of your features your customers are using. Product adoption.

Management 62

Management Upselling Metrics Accountability 62

Netomi

JANUARY 13, 2022

In this post, we’ll cover a step-by-step chatbot demo guide of what to look for, including the key questions to ask, to make sure that you adopt the best AI for your business. Armed with a strong ‘Do it yourself (DIY)’ attitude, many customers today like the concept of self-service, and of helping themselves.

Chatbots 52

Chatbots Analytics Banking Metrics 52

Maru Group

DECEMBER 2, 2020

The COVID-19 pandemic has propelled significant increases in digital payment adoption across the US. A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. Wider acceptance and adoption.

Banking 52

Banking Advertising Education Technology 52