8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 They’re exasperated and frustrated. Give them access to the experts.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. They also monitor customer behavior and trends in order to inform product decisions and track changes in customer sentiment over time.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CustomerSuccessBox

JUNE 7, 2022

You know, getting a really good understanding of what’s going on with the customer. I really believe that if employees are really miserable and you have high employee turnover is going to lead to unhappy customers. Um, and that’s the only survey that goes out or maybe, you know, customer satisfaction.

Management 52

Management Surveys Chief Customer Officer Metrics 52

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI. Customer Retention.

Chief Customer Officer 10

Chief Customer Officer Customer retention Metrics SaaS 10

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. What is Customer Goodwill?

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

ChurnZero

JULY 9, 2020

But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty. “As in their article on which emotions make successful customer relationships.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Customer retention, churn prevention, all of those efforts start at the very beginning.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Customer retention, churn prevention, all of those efforts start at the very beginning.

Metrics 52

Metrics SaaS Surveys Self service 52

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Kerry Bodine CEO Bodine & Co.

Management 89

Management Analytics Metrics Chief Customer Officer 89

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119