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. Your customers aren’t transferred or forced to endure long hold times.

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. Your customers aren’t transferred or forced to endure long hold times.

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

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. Is this dashboard for a specific customer? Bree: This is a holistic view.

Metrics 98

Metrics SaaS Surveys Self service 98

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

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

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

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. Is this dashboard for a specific customer? Bree: This is a holistic view.

Metrics 52

Metrics SaaS Surveys Self service 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

Vistio

JANUARY 13, 2022

I mean, there’s the knowledge base. Just with text responses or recorded phone calls, we can get that customer sentiment it without having to ask the customer for it in a survey. I think we all know what those survey response rates are like now. She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I mean, there’s the knowledge base. Just with text responses or recorded phone calls, we can get that customer sentiment it without having to ask the customer for it in a survey. I think we all know what those survey response rates are like now. She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

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 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

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