TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience 97

Customer Experience B2B Management B2C 97

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. Tip #4: Create self-service content ASAP. And self-service content shouldn’t be static.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

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

ProProfs Blog

DECEMBER 7, 2018

Daniil Kopilevych Growth Manager, HelpCrunch. Empower your customers to self-serve. They can only take a break while you still deliver excellent service if your self-service channels are functional (depends on your product/service). Don’t ask your staff members, ask your actual customers.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Well, were they ever engaged?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Altivon

JANUARY 16, 2018

Tersigni has more than 30 years of experience in telecommunications and contact center technologies and is Chief Customer Officer at Altivon. Customer experience has become a strategic differentiator that is core to long-term success. Citizens are customers. Self-service reigns supreme. Start there.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

Netomi

APRIL 27, 2022

Customer experience (CX) is now more important than ever, and even the White House is taking note: in a move to fix federal customer experience, the Office of Management and Budget will conduct research to better comprehend how people wish to deal with the government at various critical points in their lives.

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. However, most content management systems aren’t designed for support, so customers might be lead to a product detail page, causing even more frustration.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Eptica

MAY 11, 2017

For the sixth year in a row Eptica was included in the quadrant, with particular mention of its artificial intelligence and knowledge management capabilities. He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience.

Customer Experience 51

Customer Experience Chief Customer Officer Government Chatbots 51

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Fasten your seatbelts!

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Talkdesk

FEBRUARY 5, 2021

Hibbett Sporting Goods’ call center was not ready for that type of demand, so they were forced to get creative and do things like offering free package insurance to help cut down on customer service calls. They began sending shipping delay notification emails and are now expanding their self-service options. Convenience

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

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

JUNE 17, 2022

Bree: I do customer success enablement for ChurnZero. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. It’s customer engagement with your team. Bree: Exactly.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Increases self-service for customers across all segments.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Looking to Give Your Customers an Unbeatable Experience? Look no further than AnswerDash!

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

Comm100

APRIL 26, 2020

Customer Experience is just the best… not just the work, but the people doing the work. I came into CX through the left-field of Customer Service. I’d been managing a small software support team at UL for quite a few years, and honestly was pretty fat and happy with the whole situation. There is no other group like it!

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

ChurnZero

JUNE 17, 2022

Bree: I do customer success enablement for ChurnZero. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. It’s customer engagement with your team. Bree: Exactly.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Increases self-service for customers across all segments.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? What is the management team concerned about this quarter?

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

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. Customer and company channel preferences don’t often align – however, AI makes that possible. And customers appreciate the self-service nature of Chatbots.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Vistio

MAY 28, 2022

And to me, that is really all about helping customers resolve their issues quickly and easily. In a lot of our organizations, that really means self-service or empowering our customers to accomplish tasks in the technology on their own so that they don’t even have to contact us. What’s coming down the pipe?

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52