HGS

JUNE 28, 2018

They range from simple, three-step processes to granular surveys with dozens of variables. They have an established relationship with a BPO provider, who is taking a more consultative, partner-oriented approach to its solutions. Assessing Your BPO Journey.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

ChurnZero

JANUARY 25, 2024

Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. .” Take a page from VMware’s playbook. VMware does that, too, but the focus is on cross-functional transformation.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

RapportBoost

NOVEMBER 5, 2018

Employee engagement tops the list of major concerns when delivering customer experience improvement projects, according to a new Gartner survey. As the voice of the contact center profession, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources since 1985.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.

Analytics 52

Analytics Customer centricity Metrics Accountability 52