bold360 Blog

AUGUST 3, 2020

It’s getting us through a world beset by COVID-19. It’s how we still get groceries, work from home or communicate with loved ones. How do we change that? Bridgette explained why she started G | Code House and how it’s helping to tackle the structural inequalities in technology.

Education 52

Education Technology Customer Experience 52

Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Q: Are both Customer Success and Sales paying attention to the AI input?

Finance 52

Finance Sales Morale SaaS 52

Education Services Group

MAY 12, 2021

I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! I’m particularly intrigued by one consistent theme that many TSIA sessions addressed: the concept of Dynamic Engagement. Engagement: It’s Dynamic!

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Journey mapping Best practices Education Metrics 98

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. A spotlight on Customer Success.

Finance 52

Finance SaaS Benchmark Surveys 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A frequent speaker and writer on engagement. . Is it a hit on my ego?

Government 98

Government Employee engagement Management Personalization 98

Vonage

APRIL 23, 2018

Survival in today’s customer experience economy requires businesses to adapt to customer behavior, and that includes letting them choose how they want to get in touch. We can’t impact how quickly the freight department is going to get an order to a customer. Bonus insights.

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CRM Contact Center Engineering Analytics 48

Russel Lolacher

SEPTEMBER 20, 2022

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome. As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Google Podcasts.

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Marketing Employee engagement Feedback Personalization 111

JivoChat

JULY 20, 2021

It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when. Why Do Businesses Need to Focus on Customer Retention? Are you having trouble retaining customers?

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Customer retention Gamification Education Self service 52

Vonage

DECEMBER 13, 2016

“Often the psychology of queuing is more important than the statistics of the wait itself” – Dr Richard Larson , Mitsui Professor of Engineering Systems at MIT, considered to be the world’s foremost expert on lines. . And, how do we communicate it to them in a positive way? “ in 1950s America.

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Wait times Self service Engineering Surveys 0

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. The next year was more around why. Why do we need to do this?

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

SharpenCX

NOVEMBER 19, 2019

Holiday Shoppers: I need 972 Red Ryder BB guns and one agent per purchase to walk me through how to use it. (So With an absolute focus on how to keep customers happy, you have to accurately predict how seasonality will impact your contact center. What about chats and mentions on Twitter?

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Interactive Voice Response Wait times Contact Center Abandon Call 59

Mindtouch

MAY 13, 2016

A hand on their customer’s pulse! At the ‘Pulse’ Conference 2016 , hosted by Gainsight and sponsored by all the big wigs in the industry, the conversation is all about how to keep an accurate reading of your bloodline’s, aka, your customer’s, pulse. What do SAP, Oracle, Microsoft, SalesForce, and Gainsight ALL have in Common?

Self service 48

Self service SaaS Sales Best practices 48

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . How to address the challenges of digital transformation.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

ijgolding

AUGUST 20, 2017

It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May I wrote an article explaining why. It has always astonished me how many senior leaders within businesses have rarely met a customer. In some instances, those defining the strategic direction of organisations have NEVER met one.

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Customer centricity Customer Experience Feedback Enterprise 83

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 on Twitter. Unmarketing.

Personalization 52

Personalization Employee engagement Management Banking 52

Squelch

JUNE 4, 2019

Given the instrumental role Mary has played in the customer success industry from the very beginning, we were excited to hear her thoughts on its evolution and the impact success can have throughout the organization. Can you tell us about its evolution and how you got into the space? You’re a pioneer in customer success.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

CSM Magazine

JANUARY 11, 2016

Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated. Table setting.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. No worries! Here’s the archived version.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Totango

FEBRUARY 5, 2024

What’s on customer success’s in-and-out list for 2024? Figuring out how to orchestrate that expansion motion and how to have the right processes, people, and technology in place is the focus of so many business leaders today.” Out: The old-school Sales-to-CS handoff. No more “Here’s your customer success manager, see you never!”

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Sales Enterprise Marketing SaaS 100

ChurnZero

JANUARY 3, 2023

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. So why do companies see it that way more often than not? Here’s the usual story: Company prides itself on being “sales driven.” Why do customers churn?

Sales 98

Sales Engineering Best practices Government 98

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. Just sayin’ Connect with them on Linkedin: Dr. Robyn and Keith.

Coaching 59

Coaching Engineering Personalization Feedback 59

Education Services Group

OCTOBER 25, 2022

We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Q: Is CS fully leveraging its “seat at the table” by tying revenue and growth? How much money did it make?

Marketing 52

Marketing Sales Customer centricity Accountability 52

ChurnZero

AUGUST 25, 2020

Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Here are eight BIG RYG speakers and entrepreneurs to follow on Twitter: . Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Squelch

JANUARY 29, 2020

Our Influential Women in CX blog series is back with the conclusion of our feature on Aileen Allkins, Corporate Vice President of Customer Service and Support at Microsoft. In part one of our interview , Aileen told us about her rise to CVP at a Fortune 100 company where she leads an international team of 25,000 employees.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). That’s when I came on. Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day.

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Coaching Engineering Upselling Marketing 0