Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Connect with peers, partners and experts.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.)

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bigger budgets for Customer Success. Customer Success will go well beyond SaaS businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. This is not good news for customer experience, and Peeples would be the first to agree. US industry group Interactions asked 1,300 customers online earlier this year if they liked IVR.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Vistio

MAY 28, 2022

Can we enable this with technology to be more efficient? The other thing is too if you’ve got a bad process, you definitely can’t automate it with technology. And to me, that is really all about helping customers resolve their issues quickly and easily. And that trickles down into each functional group.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Amity

JUNE 28, 2017

Step 3: Calculate the Customer Maturity Index. The process we follow: Group factors by characteristic (Charter, People, Process, technology). The data is external to you (it assesses your customers). Click into picture to zoom in. Now, you are ready to calculate the CMI. Determine maturity level for each factor (i.e.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Who Makes Up a Customer Success Team? How customers are segmented can help with the division of labor and the CS team structure.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

Netomi

JANUARY 5, 2022

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. 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. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Customer Success FAQs.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Vistio

JANUARY 13, 2022

I mean, there’s so much great technology and other capabilities on the vendor side, and they’re absolutely a huge part of the community. What are the main pain points you have seen regarding contact center tech technology, specifically the technology used by the contact center agent? There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I mean, there’s so much great technology and other capabilities on the vendor side, and they’re absolutely a huge part of the community. What are the main pain points you have seen regarding contact center tech technology, specifically the technology used by the contact center agent? There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Customer Guru

MARCH 7, 2018

That was my introduction into the customer experience industry. While still deliberating on what career I must choose, I moved on to the Taj Group of Hotels, serving as a guest relation executive with Taj Land’s End in Bandra, Mumbai. It was here that I exactly understood what customer experience really is. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ClientSuccess

MAY 15, 2019

As a version one, I’d say your very first conversation with customers needs to be all about understanding their business objectives and goals, and then find a place to track that. It doesn’t matter whether it’s a CRM system, another tool, or a spreadsheet…just seek to understand what their goals are! Question 6.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45