ChurnZero
JANUARY 25, 2024
Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions.
NICE inContact
SEPTEMBER 11, 2018
NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.
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RapportBoost
NOVEMBER 5, 2018
A 2018 Gartner study revealed 86 percent of CX executives ranked employee engagement as having an equal or greater impact than other factors for CX leaders. This streamlines agent training while enabling brands to build lasting customer relationships that maximize revenue, conversion, order size, retention and customer satisfaction gains.
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.
CSM Practice
FEBRUARY 20, 2020
Value; Prove quantitative and strategic value delivered. An Advanced Analytics Case Study. A case study involving one of our clients at CSM Practice revealed the true determinants of customer account expansion: 1. Risk; Identify risk early for churn, down-sell, and onboarding. Introduction.
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.
SmartKarrot
JUNE 16, 2020
Start by identifying customers who contribute a significant amount of revenue to your portfolio, or have significant growth potential, or have some other significant strategic value (live case study in specific vertical, huge brand logo etc.) To drive the message home, they even name their reviews Quarterly Value Reviews. #8
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