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Five9 Analyst Summit - My Quick Take

Jon Arnold

Lots of strong growth metrics, but their upmarket success with large enterprise customers catches my eye the most, with 45% YoY revenue growth. You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. and 83% of Q1 business revenue.

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Cautionary tale—BNPL disrupts with faster, smarter, more personalized payment solutions

Maru Group

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. The integration of emotion-based metrics to support the personalization of customer experience at a sample size of one, will be the next frontier. Ready to jumpstart your CX program?

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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors?

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“Empathy in Action”? offers a modern playbook for delivering customer experience (CX)

Natalie Petouhof

My path to a CX career started in 2001 at Peppers & Rogers Group. That approach yielded unimaginable yet remarkable anecdotes such as reps sending flowers if a customer fell ill, chatting with customers about their families (average handle time wasn’t a metric) and sending free replacement products if orders were reported defective.

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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”. @TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad.

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The Top 7 Call Center Quality Assurance Software Solutions

Voxjar

Founded in 2001. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. In our experience, a 3-7x improvement is pretty normal when you bring a purpose built QA software into your organization to streamline manual reviews. Scorebuddy QA.

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Making the Business Case for Security

Customer Interactions

The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. Developing meaningful metrics of success to support the business case for sustained or increased investment in security is a universal challenge.