8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 Agents know how to access the knowledge base. They’re exasperated and frustrated.

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

ClearAction

MAY 29, 2016

Over the past decade or two, the Internet and numerous technologies have been a blessing to companies and customers alike in making it easier and faster to get tailored information and assistance. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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. 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

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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. It’s customer engagement with your team. Bree: This is a holistic view.

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. It’s customer engagement with your team. Bree: This is a holistic view.

Metrics 52

Metrics SaaS Surveys Self service 52

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media.

Customer Experience 97

Customer Experience B2B Management B2C 97

Comm100

APRIL 26, 2020

Most organizations have a hard-enough time doing something meaningful with traditional survey data. Things get a lot more complicated when people are no longer bound to a specific survey format. The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Question.

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

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

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 50

Chatbots Contact Center Benchmark Chief Customer Officer 50