CSM Practice

APRIL 12, 2018

Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Chen Ben-Attar from AppsFlyer spent some time talking with me and I thought his quote was pretty spot on: “EBR is the pulse of the business”. Did you have another big takeaway from Pulse?

Upselling 49

Upselling Accountability Sales Feedback 49

Mindtouch

MARCH 15, 2017

Read my lips: The Pulse Conference is not just a place to create incredible connections, grow your business, dissect Customer Success, and learn to challenge the way your company thinks, it’s also a place to experience “a little childlike joy,” says Nick Mehta, CEO of Gainsight. And if that didn’t work, you must have missed the 90s.

Marketing 48

Marketing 48

inSided

NOVEMBER 15, 2019

The team at inSided had the pleasure of being part of last week’s Pulse Europe in London and we sure had an exciting time! Whew, what a conference!

SaaS 49

SaaS 49

Mindtouch

JANUARY 25, 2017

Two of this year’s SaaStr keynote speakers , SaaStr founder, Jason Lemkin, and Oracle Marketing Cloud’s GVP of Customer Success, Catherine Blackmore, touched on Customer Success at Gainsight’s Pulse conference. The post 2 SaaStr Speakers on Customer Success at Pulse appeared first on MindTouch Blog.

Marketing 59

Marketing Customer Experience 59

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. We hope to see you next year at Pulse Europe 2019! The post Top Customer Success Takeaways from Pulse Europe 2018 appeared first on ChurnZero.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

Mindtouch

MAY 13, 2016

A hand on their customer’s pulse! At the ‘Pulse’ Conference 2016 , hosted by Gainsight and sponsored by all the big wigs in the industry, the conversation is all about how to keep an accurate reading of your bloodline’s, aka, your customer’s, pulse. Ari Hoffman: We are here at Pulse 2016 hosted by Gainsight.

Self service 48

Self service SaaS Sales Best practices 48

Mindtouch

APRIL 3, 2017

The topic spectrum is broad, the vertical applications are numerous, and at the Pulse Conference, it all boils down to customer success above all else. We interviewed some of the top speakers at Pulse 2016 to give insight into the range of subject matter that is covered at Pulse. Did you or someone you know make the video below?

Entertainment 48

Entertainment SaaS Analytics Marketing 48

pindrop

APRIL 30, 2020

Stay tuned to Pindrop Pulse for further advice on how to handle COVID-19 in the weeks and months ahead. . The post PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center appeared first on Pindrop. Customers need assurance that they are secure and can access help from an institution that knows them.

Contact Center 75

Contact Center Banking Government At home agents 75

Infinity

APRIL 22, 2022

we shared in one of our first Pulse Check updates of 2022 showed that call volumes in the retail sector experienced triple-digit growth in January. Retail: a 10.5% lift in customer calls puts retail contact centres under the spotlight. week-on-week.

Automotive 52

Automotive Healthcare Sales Marketing 52

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry.

Contact Center 48

Contact Center Best practices Sales Metrics 48

Infinity

NOVEMBER 14, 2021

The call tracking data we shared in our last Pulse Check showed that the total number of calls our clients received over Q3 was up a shade over 16% compared to the start of the year. Our data also showed that July, August and September all saw improved call volumes compared to last year.

Automotive 52

Automotive Transportation 52

ShepHyken

JUNE 28, 2021

Linkedin Pulse) Last month, Joseph Michelli shared “5 Things Service Professionals Should NEVER Say.”. Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Are You Using these Customer Experience Power Phrases? by Joseph Michelli, Ph.D.

Customer Service 352

Customer Service Government Customer Experience Marketing 352

Mindtouch

MAY 19, 2016

We did Pulse 2013, 300 people showed up, basically to figure out together what the heck is this thing called customer success. I’m don’t have to talk to anybody to figure out that I’m way more productive because I can do email while I’m walking through the hallway at Pulse, right.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

Infinity

JULY 8, 2021

" Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be stopped. Stephanie Linnartz | President, Marriott International ( Source ).

Analytics 98

Analytics Sales Marketing 98

Concentrix

DECEMBER 8, 2023

Brandon Hall Group Names Concentrix + Webhelp’s Training AI, PULSE, and VisualCX Winners at its Technology Excellence Awards Location: Newark, CA Date: December, 8th 2023 Concentrix + Webhelp’s Training AI, PULSE, and VisualCX have been recognized as winners at the Brandon Hall Group Technology Excellence Awards for Best Advance in AI for Business (..)

Technology 62

Technology 62

ShepHyken

MAY 15, 2023

The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. Chip Bell, a customer service expert, shares his take on this important topic.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

Kayako

JUNE 8, 2017

The 5 metrics above are at the core of keeping the pulse on a successful customer experience. We recommend sending customer satisfaction surveys 24 hours after a conversation has been resolved by email – but immediately after live chat conversations. Map the customer experience to achieve success.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

Infinity

FEBRUARY 21, 2022

The travel sector wasn’t alone in seeing a very healthy number of calls coming in at the start of the year. Calls to retailers also experienced a bumper month in January. This comes as promising news after a particularly bleak December which saw a nearly 4% drop in sales due to inflation driven price increases and swelling Covid-19 cases.

Sales 52

Sales Marketing Technology Personalization 52

Infinity

FEBRUARY 3, 2022

Following a rather flat new year in 2021, Infinity's data shows a very positive picture for travel businesses in 2022 as the annual leap in January activity has returned. As of the third week of January, calls to the travel industry were already up 123% compared to January 2021.

52

52

inSided

AUGUST 31, 2022

Welcome to first post in our Pulse 2022 blog series! AKA the Pulse cheat sheet of your dreams.) We're sharing key lessons and digital strategy from experts in Community, Customer Success, Product and more. Let's go!

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98

Maru Group

MAY 18, 2021

We have been exploring what we learned with this group in a series of releases – all aimed at taking a pulse on how HENRYs are feeling, behaving, and thinking during these unprecedented times.

Accountability 52

Accountability Management 52

ClientSuccess

MAY 25, 2023

Leveraging SmartCS, the Weekly Pulse Summary feature presents real-time feedback on customer health by summarizing the top 5 things that are going well and the top 5 areas of improvement for customers with issues.

B2B 81

B2B SaaS Feedback Management 81

Infinity

MARCH 16, 2022

There’s no doubt that the pandemic has accelerated the engagement of digital channels, and customers have now become more accustomed to being online for more of their purchase journey. Despite this, a recent YouGov survey found that 62% of buyers are still not in favour of making a car purchase entirely online.

Automotive 52

Automotive Sales Surveys Marketing 52

CSM Magazine

APRIL 9, 2024

Workforce Optimization Software – The Pulse of Support Teams On the other side of the spectrum lies workforce optimization software. Think of it as the pulse checker for remote teams—it ensures everyone performs optimally and coordinates smoothly, even when miles apart.

Customer Support 64

Customer Support Analytics Quality management Management 64

Jon Arnold

MAY 29, 2023

I’ve recently completed another guest podcast with NICE , and their ongoing CX Pulse series. CX Pulse episodes aren’t searchable on NICE’s site, but having been recently published, mine is the most recent episode as of today, so it shouldn’t be hard to find, and then just click there to listen.

Contact Center 59

Contact Center 59

Helpware

APRIL 12, 2024

Healthcare call center outsourcing operates with a quite peculiar pulse. Whether medical professionals venture into private startups or join the board of public healthcare institutions, they quickly realize that expertise in wellness alone isn't enough.

Healthcare 40

Healthcare Call Center outsourcing Customer Experience 40

Help Scout

AUGUST 22, 2023

Customer satisfaction is the pulse beneath most key business metrics. Learn its importance, how to measure it, and six ways to improve it. Read the full article

Metrics 75

Metrics 75

Beyond Philosophy

APRIL 18, 2024

Their criteria was something like “a person with a pulse.” I argue that Facebook is similar. These personalized ads are not for products I am interested in; they are ads they sold to get in front of my eyeballs. It’s not personalization; it’s lazy. So, Why Do We Want Personalization? Not all marketers using personalization or email are lazy.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

AUGUST 25, 2020

Quotes: “Building a good customer experience is about getting closer to the customer, speaking more frequently to the customer and having a finger on the pulse of where the customer is going.”. This will drive your company into the future and beyond. io’s moderator guides for driving purposeful conversations can be found on their website.

Feedback 292

Feedback Enterprise Customer Experience Technology 292

delighted

OCTOBER 17, 2023

Pulse survey Pulse surveys are designed to be a quick check-in survey that captures employee sentiment on a frequent basis (think bi-weekly or bi-monthly). Since pulse surveys are the most frequent method of surveying, many surveyors use pulse surveys at touchpoints across the employee lifecycle to capture in-the-moment sentiment data.

Surveys 81

Surveys Employee engagement Feedback Management 81

Infinity

OCTOBER 26, 2021

Despite having to contend with national lockdowns and frequent changes to government guidance, our call tracking data still showed strong numbers of phone calls for many of our clients over the past 18-months.

Automotive 52

Automotive Government Marketing Sales 52

ShepHyken

JULY 19, 2021

Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Here are my top five picks from last week. by Mary Drumond.

Chief Customer Officer 359

Chief Customer Officer Customer Service Best practices Contact Center 359

ShepHyken

JULY 19, 2019

– Accenture Strategy Global Consumer Pulse Research. This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. There are too many options today.

Customer Experience 236

Customer Experience Technology Personalization 236

Beyond Philosophy

JUNE 18, 2022

23:49 We cover the last rule, Do them little and often rather than large-scale , and why this one is essential to keeping your finger on the pulse of the customer sentiment. 05:04 We share the first rule, Define the right method , and discuss why survey answers are not always the best way to understand why customers do what they do.

Consulting 221

Consulting Consulting Surveys Metrics 221

ShepHyken

MAY 31, 2021

Linkedin Pulse) Customer service scripts are tempting from the perspective of experience consistency, but it is hard to be authentic and inspired when you are reading someone else’s words. (I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.).

Customer Service 325

Customer Service Chatbots Customer effort Scripts 325

Strategic Contact

MARCH 28, 2023

We also keep our fingers on the CU pulse through interactions with leaders and assessment project work that delivers direct input from frontline staff through surveys. My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool.

Contact Center 62

Contact Center Analytics Surveys 62

Transparent BPO

APRIL 13, 2023

A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition.

outsourcing 62

outsourcing Enterprise Surveys Technology 62