TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The technology is unique because it delivers KPI improvements without cannibalizing others.

Technology 117

Technology Customer Service Self service Contact Center 117

Transparent BPO

AUGUST 5, 2019

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. We felt it was important that we include education to enhance the customer experience.”

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

RapportBoost

JANUARY 7, 2019

I’m honored to be included with such a prestigious group of talented customer-centric professionals,” said Ms. Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Customer centricity Consulting 40

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. Q: What drew you to working in Customer Success?

SaaS 73

SaaS B2B Consulting Consulting 73

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. How to set up your Voice of the Customer (VoC) program for success. Highlight a handful of customer quotes from survey open-text field verbatims.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

ChurnZero

OCTOBER 4, 2019

Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers. Sam has over 16 years of experience in consulting, product management, and leading customer success teams. Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base.

Upselling 40

Upselling Accountability Metrics Customer centricity 40

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

NOVEMBER 15, 2019

We also combine that with some basic housekeeping on our side which is to take a look back and see what’s worked well in 2019 and say, okay, how do we want to adjust and change in terms of our overall customer engagement strategy and approach going into 2020. . I tell my team often, when we are moving through plays, alerts, etc.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. There has never been a better time to truly listen to customers. About the Author.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Management 94

Management Analytics Journey mapping Customer centricity 94

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. Spreadsheets Are Still the Most Common Way to Produce Metrics.

Contact Center 50

Contact Center Self service Scripts Call Center 50

C Space

FEBRUARY 11, 2020

The most successful companies of the future will put the customer first and invest in their employees and the communities that they serve, in order to build long-term value. Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. Charles Trevail.

Customer centricity 52

Customer centricity Banking Metrics Consulting 52