Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

Global Response

JANUARY 22, 2024

The global business process outsourcing market is worth more than $260 billion. What outsourcing trends and developments are driving such significant growth? What outsourcing trends and developments are driving such significant growth? Sectors like IT, healthcare, finance, and HR lead the way in outsourcing.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Anexa BPO

JULY 21, 2021

The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. One of the most significant impacts made by the pandemic has been on the use of behavioural health services.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Personalization 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. The Interview. The Interview. The Interview.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

pindrop

APRIL 30, 2020

Each day brings a new wave of COVID-19 headlines, most of them unsettling. Business continuity plans have been pressure tested beyond their author’s expectations, with the effects felt in operations, security, and customer experience. The stock market was a leading indicator of the severity of the COVID-19 crisis.

Contact Center 75

Contact Center Banking Government At home agents 75

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Anexa BPO

JULY 22, 2021

From the bubonic plague of the 14 th century to the Spanish flu outbreak of 1918, pandemics have had significant, long-lasting impacts on how people typically navigate the world, and the world of business. COVID-19 is no exception. Various levels of income support were having a positive impact on consumer spending.

outsourcing 40

outsourcing Customer centricity Management Marketing 40

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. These help in reducing churn and monitoring of customer health scores, and of course the arrival of cloud deployment.

Marketing 52

Marketing Transportation Enterprise Analytics 52

Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. Call center agents don’t have easy jobs. Professional? Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

Anexa BPO

OCTOBER 15, 2021

COVID-19 struck in early 2020 and dramatically impacted the economy across all industries. One of the industries most deeply affected by the crisis was the banking world – like all other sectors, (and as an essential service) they were forced to answer the call and quickly reinvent the entire banking model.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Banking Marketing 40

Anexa BPO

JULY 21, 2021

The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. One of the most significant impacts made by the pandemic has been on the use of behavioural health services.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Customer centricity Personalization 40

Anexa BPO

NOVEMBER 7, 2021

Nearly two years later, and the global economy is still reeling from the effects of COVID-19. Between shutdowns, lockdowns and border closures, people simply weren’t leaving their homes except for essential services and curbside pickups. The travel industry is another sector that was crushed during the pandemic.

outsourcing 40

outsourcing Transportation Airlines Wait times 40

Select VoiceCom Blog

MARCH 21, 2023

No one could’ve predicted the impact of the COVID-19 pandemic. With many people working remotely , financial experts see the risk of a global recession looming as artificial intelligence (AI) is set to antiquate thousands of jobs in the coming years. Are you ready for the next disruption? So, what can you do?

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

Cincom

SEPTEMBER 15, 2020

While those differences will impact how we make, buy and sell things, the full nature of those differences are not yet fully understood. In an April 2020 IndustryWeek article titled, “ What Will Manufacturing’s New Normal Be after COVID-19? Current trends will extend into the future in a variety of ways. Remote Workers.

CRM 52

CRM Sales Technology Enterprise 52

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

C Space

MARCH 25, 2020

Insight Directors are under pressure to own the perspective on customers, who are changing at an accelerated rate. Insight Directors are under pressure to own the perspective on customers, who are changing at an accelerated rate. The COVID-19 situation is extremely complex and fast-moving. Navigating Change.

Airlines 40

Airlines Surveys Marketing Accountability 40

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

C Space

NOVEMBER 26, 2021

But now, through the journey of “COVID, etc.”, We started to see this early on in the lockdown of COVID-19. How we move is how we live. This deep Human Truth plays itself out at the very heart of the Move Arena. Of this connection between how people choose to move around their daily lives and how they choose to live.

Benchmark 52

Benchmark Metrics Surveys Marketing 52

AWS Machine Learning

APRIL 6, 2023

To outpace market growth, NXP invests in research and development to extend or create leading market positions, with an emphasis on fast-growing, sizable market segments. In this post, we demonstrate how the MLSL and NXP employed Amazon Forecast and other custom models for long-term sales predictions for various NXP products. “We

Sales 79

Sales Metrics APIs Marketing 79

C Space

SEPTEMBER 2, 2020

In early March we began reporting daily on how brands were dealing with Covid-19. Earlier this year, Amazon -owned supermarket chain Whole Foods temporarily converted a few locations into online-only stores to keep up with higher grocery delivery demands brought about by COVID-19-related lockdowns.

Airlines 40

Airlines Sales Consulting Consulting 40

Skybridge

MARCH 12, 2021

Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. I’ve written a lot lately about the urgent need for consumer brands to reconnect with lost or at-risk customers – and to more deeply engage with the ones that have, so far, stuck around.

Customer Care 52

Customer Care Customer retention Marketing Sales 52

CSM Magazine

AUGUST 6, 2020

He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. Be prepared, take to the cloud.

Analytics 52

Analytics Engineering Quality management Contact Center 52

Vistio

DECEMBER 15, 2021

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. And I had forgotten about that until many, many years later as an adult, when I went to get my first, what I called, real job outside of working in a restaurant. I wanted to be the operator.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Russel Lolacher

JANUARY 2, 2023

In this episode of Relationships at Work, Russel chats with six-time best-selling co-author, podcast host and keynote speaker Scott Stratten on the impacts of bad leadership and how unlearning and unleadership (defying traditional norms) is the path to better relationships at work. . Unmarketing. The UnPodcast. Unmarketing on Twitter.

Personalization 52

Personalization Employee engagement Management Banking 52

SmartKarrot

FEBRUARY 2, 2022

“Customer success is about more than delivering service or support’.’ – Lincoln Murphy, Sixteen Ventures. Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The customer success function is relatively new in terms of its definition.

Upselling 19

Upselling Best practices Sales Accountability 19

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. International contact centres face many of the same obstacles as domestic contact centres, but they must also overcome language and location-related barriers to function properly.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Personalization Self service Marketing 128

Comm100

NOVEMBER 28, 2022

Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead.

Education 87

Education Customer Service Chatbots Personalization 87

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. Pandemic Speeds Adoption of IA. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Retailers saw the impact of change differently, but according to McKinsey , the industry experienced roughly 10 years of digital growth in about three months.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Kayako

MAY 4, 2022

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. What does a good customer service experience mean to the customer?

Customer Experience 107

Customer Experience Self service Accountability Advertising 107

C Space

MAY 20, 2020

The shops, which will be powered by third-party services including Shopify, BigCommerce, and Woo , are intended to turn the social network into a top-tier shopping destination. While Shops are free to create, they could create significant new business opportunities for Facebook in advertising, payments, and other services.

Airlines 52

Airlines Transportation Government Sales 52