CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

ShepHyken

JUNE 28, 2019

As Bain & Company recently noted , AI-powered predictive technologies that can better match customer queries with employee skills will be able to “reduce costs, increase sales and saves, raise the level of customer advocacy, create more satisfying jobs, and keep talented agents engaged with the tasks where they are most proficient.”

Contact Center 279

Contact Center Self service Banking Airlines 279

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. Many customers also prefer reaching out to companies via social media channels. Five years later, Amazon acquired it for $1.1

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

MARCH 8, 2022

An alumnus of The University of Texas at Austin, Disha Gosalia is a technical executive with various specialties such as customer advocacy , team building and mentoring, customer service management, escalations management, customer adoption, metrics analysis, training, staff development, and much more. contact-form-7].

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 5, 2021

An accomplished Customer Success strategist, Irit has the rich legacy of being voted as one of the Top 100 Customer Success Strategists since 2013. His 20-year-old experience gives him the ability to share expertise around a varied range of topics in the Customer Success domain. Irit Eizips. Ari Hoffman.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

AWS Machine Learning

NOVEMBER 24, 2023

Well known for turning customer advocacy (serving as the voice of the customer) into revenue-generating new features and products. Rich Dill is a Principal Solutions Architect with experience cutting broadly across multiple areas of specialization. A track record of success spanning multi-platform enterprise software and SaaS.

APIs 85

APIs Engineering SaaS Enterprise 85