Customer Interactions

JULY 7, 2015

Robots, big data and speech analytics. The future of customer service is here. In this age of turbocharged technological tools, what are you doing to improve customer experience? There is much food for thought in this week's CX Buzz.

Big data 28

Big data Best practices Analytics Technology 28

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. About Chris Rogers.

Feedback 81

Feedback Surveys Technical Support Analytics 81

Mindtouch

JULY 25, 2017

According to the Consortium’s website, the impetus behind this switch was to make the processes and best practices that define KCS “generic.” Support agents can solve cases more quickly, resulting in happier customer experiences and reduced cost-per-ticket. Take Ownership of the Process.

Self service 59

Self service Best practices Upselling Analytics 59

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. About Chris Rogers.

Feedback 40

Feedback Surveys Technical Support Analytics 40

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Help with analytics, Business Intelligence (BI), CRM, ERPs, Workflow management, etc. It was meant for SaaS companies.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors. Outside of work, he enjoys reading and traveling.

Personalization 107

Personalization Engineering Construction Transportation 107

delighted

JUNE 21, 2019

According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits. According to the same study, a strong customer experience garners “up to a 16% price premium on products and services, plus increased loyalty.”.

Feedback 53

Feedback Surveys B2C Benchmark 53

Robert Davis

OCTOBER 22, 2019

For almost 30 years, TDS has been at the forefront of the contact center and BPO/BPM industry by providing mission-critical end-to-end products, services and human capital support through technological innovation and industry best practices. TDS has helped its clients improve top-line revenue and bottom-line profitability.

Coaching 48

Coaching Call Center Consulting Consulting 48

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. This is a joint blog with AWS and Philips. Irina Fedulova is a Principal Data & AI Lead at Philips Innovation & Strategy.

Healthcare 85

Healthcare Government Engineering APIs 85

Netomi

JANUARY 5, 2022

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. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. So, here’s a list of the top CDPs available on the market, to save you time and energy searching for the best options available: Segment . All Customer Data in One Phone.

Sales 62

Sales CRM Marketing Best practices 62

Kayako

MARCH 14, 2022

So what are the top KPIs that help Telecom companies retain customers? It’s important to remember that these are interrelated; they measure single points in a unified customer experience. 5 Top Telecom Customer Service KPIs. Reach out and survey customers at strategic points in the customer journey.

Customer Service 62

Customer Service Metrics Surveys Wait times 62

AWS Machine Learning

MAY 7, 2024

Founded in 2014, Veritone empowers people with AI-powered software and solutions for various applications, including media processing, analytics, advertising, and more. Indexing and retrieving videos at the shot level can boost performance and improve customer experience.

APIs 100

APIs Advertising Entertainment Metrics 100

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Jack Barmby.

Call Center 140

Call Center call center software outsourcing Coaching 140

Clarabridge

NOVEMBER 24, 2015

Although the holiday shopping period has become more spread out in recent years, Black Friday provides a window into how retailers are navigating these challenges and how taking a truly customer-centric approach can improve operations and drive revenue. Those trends are projected to continue in 2015.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Callminer

NOVEMBER 18, 2020

While gamification , call scoring and other strategies can help improve contact center agent performance, the first step is identifying the common behaviors that leave customers unsatisfied, frustrated and angry. A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes. Natalya Bucuy.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Because of our opt-in economy, companies must prepare themselves to deliver great, continuous and consistent customer experiences.

Sales 40

Sales Management Advertising Analytics 40

Natalie Petouhof

AUGUST 6, 2015

Tweet Customer Success Management: ServiceSource® provides B2B companies with technology-enabled services, cloud software and best-practice processes to improve customer success, drive revenue growth and decrease churn from existing customers. million in revenue in 2014. ServiceSource had $272.2

Sales 45

Sales Management Advertising B2B 45