8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Nicereply

FEBRUARY 25, 2020

There’s a huge opportunity to beat the competition when it comes to offering a low-effort experience that your customers will love. Adopting new tools like in-context self-service and an AI-powered knowledge base can make you stand out in the crowd. The Chief Customer Officer is on the rise.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

ChurnZero

MARCH 28, 2023

On the flip side, be sure to point out when you deliver improvements based on that feedback. This ranges from onboarding and training sessions completed to involvement in an online customer community and the number of knowledge base articles a customer has read. Customer support history.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

FEBRUARY 23, 2023

Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success. Good customer support is good marketing too. They know your customer’s challenges, and the products and features they’re using – or not using – to address them.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success. Good customer support is good marketing too. They know your customer’s challenges, and the products and features they’re using – or not using – to address them.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world.

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. You’re also able to create and manage a knowledge base using Docs.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

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.”. Dan Steinman, Chief Customer Officer at Gainsight.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

ChurnZero

MAY 20, 2021

If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

Vistio

MAY 28, 2022

What do you think needs to change at the organizational level to enable the customer service sector to deliver excellent customer service? The knowledge base , you’ve got documentation, you’ve got all sorts of enablement materials out there. I think there are a few things that stand out to me. Those are great.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Mindtouch

AUGUST 21, 2019

Accordingly, knowledge management—and specifically knowledge management tools—has emerged as a major organizational priority. What is knowledge management? What is a knowledge base? Knowledge management vs. knowledge base. Stakeholders in knowledge management. Knowledge management KPIs.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Eptica

NOVEMBER 8, 2017

To achieve this put in place a single, centralized, comprehensive knowledge base that underpins self-service, chatbots and your agents. And make it easy to use, easy to update and self-learning so it automatically delivers the most relevant answers to customer queries. And no one has the power to execute change.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Vistio

JANUARY 13, 2022

I mean, there’s the knowledge base. She got me started with “Chief Customer Officer 2.0”. If you want to look at just quality of writing and how to build an amazing knowledge base, how to effectively write apologies to customers as an example, so much of our customer experiences in the written form.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I mean, there’s the knowledge base. She got me started with “Chief Customer Officer 2.0”. If you want to look at just quality of writing and how to build an amazing knowledge base, how to effectively write apologies to customers as an example, so much of our customer experiences in the written form.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Kayako

FEBRUARY 13, 2019

Are they asking, inquiring and reminding your customer about why they invested in the first place? Are they tying your solution back to a business problem your customer is trying to solve? It’s easy to become a human knowledge base but is that leveraging the skill set of your superstar CSMs? They can do more and should.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: I see a bunch of names and some of these names have a much higher usage.

Metrics 98

Metrics SaaS Surveys Self service 98

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: I see a bunch of names and some of these names have a much higher usage.

Metrics 52

Metrics SaaS Surveys Self service 52