Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. That said, customers should consent to be contacted in such cases.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

TeamSupport

SEPTEMBER 8, 2022

There’s a reason why many people’s first instinct is to “Youtube or Google it” when something isn’t working, rather than calling a customer service hotline. 75% of customers believe it’s important for brands to offer a full self-service option. 60% of customers choose self-service as their first action in seeking help.

Self service 98

Self service B2B Customer centricity Customer Support 98

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. A House on Fire, a House Restored.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

JUNE 21, 2019

Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. In the webcast we discussed how to measure and monitor revenue across the entire customer lifecycle.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. With Support-Driven Growth, it actually is. At the risk of sounding grandiose, Support-Driven Growth is a new way of doing business. What is Support-Driven Growth? Examples of Support-Driven Growth in practice.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Nicereply

FEBRUARY 2, 2024

Customer Success vs. Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

JustCall

APRIL 3, 2023

Training and education: Customer success teams also provide training and education to customers to help them get the most out of the product or service. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have What Does a Great Customer Success Strategy Look Like?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Mastering virtual phone systems is a strategic commitment to streamlined communication, optimizing operations, and cultivating a professional, client-centric image.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. My first experience with call-back technology was via Amazon’s Customer Support.

Call Center 108

Call Center Contact Center Engineering Construction 108

Fonolo

APRIL 24, 2019

If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and speaking with customer service professionals about the latest and greatest in Apple technology. Great sign.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Customer surveys.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

ChurnZero

JANUARY 10, 2020

. “Our relationship with our customers is everything, and it is essential that we create a seamless, unified experience across all customer touchpoints and add value with each interaction. Prior to that, Gadde led customer service offerings at FIS as Senior Vice President of worldwide professional services.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). If you would like to know more about it sign up for our free webinar ). transparency.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. When customers call your contact center, their issues are likely urgent or complex.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. When customers call your contact center, their issues are likely urgent or complex.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

SmartKarrot

APRIL 30, 2021

Sustain long-term vision of continued organizational growth by developing a Customer Service team that demonstrates itself as an enabler for sales growth. Captures and analyzes trends through customer feedback to develop proactive measures to improve customer experience. Feed into the overall customer experience (i.e

Best practices 10

Best practices Customer centricity Feedback Education 10

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. As customers, we want our lives to be improved.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. As identified throughout the webinar and this blog series, we’ve identified the areas where organizations achieving success are focusing their efforts. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

JivoChat

FEBRUARY 22, 2023

Finally, many companies are outsourcing customer service support to maximize customer satisfaction while reducing costs associated with providing effective customer service solutions.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

SmartKarrot

JANUARY 18, 2022

Establish strong relationships with BIOVIA R&D and Product management leadership to ensure customer needs are well represented. Recruit, develop and manage a team of product experts who deliver high-quality customer support service to customers- Ensure technical software expertise to support products to appropriate levels.

B2B 3

B2B Customer centricity SaaS Service level 3

Hodusoft

NOVEMBER 18, 2021

We ranked high in the prestigious list demonstrating innovation, quality, and unique features which had a positive impact on the customer experience. . It allows customer support teams to provide their customers with personalized and meaningful support within an omnichannel customer journey.

Contact Center 52

Contact Center Technology Contact center software voip 52

aircall

JANUARY 20, 2021

According to CX industry veteran Clare Muscutt , who is also the Founder and Director of the CMXperience, “Building a great customer experience doesn’t happen by accident, it happens by design.”. And your customer support and customer success teams play the most significant roles in ensuring a smooth customer acquisition.

Customer Experience 71

Customer Experience virtual call center Sales Customer Support 71

Netomi

NOVEMBER 8, 2021

A help desk (or service desk) is case management software that helps companies receive, assign, resolve and analyze customer service tickets or queries from internal audiences (IT or HR). Every company that prioritizes their customer experience should consider a help desk, even small businesses. What is a help desk?

Chatbots 52

Chatbots Enterprise Self service CRM 52

Branch Mesenger

AUGUST 29, 2018

He's also an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX experts, and provides advice to members worldwide. In the webinar (the complete transcript which is published below) outlined three key points: ???? Corporations mentioned in this webinar include: Advanced Auto Parts.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We went above and beyond to make this event interesting and valuable to all of the customer-centric business leaders in attendance. 2016 is the first year that we are handing out Talkdesk Customer Awards. Most Customer-Centric Culture.

Outbound sales 40

Outbound sales Customer centricity Interactive Voice Response Sales 40

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Netomi

APRIL 7, 2023

The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before. The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! Pixalate has a reputation for being hyper focused on customer success, and I’m eager to build upon that strong foundation as we continue international expansion.”. Anastasia Zdoroviak – Director Customer Experience, DoorDash.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JUNE 3, 2022

Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand. To combine customer-centricity with commercial benefits is rare in a typical human being.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand. To combine customer-centricity with commercial benefits is rare in a typical human being.

SaaS 52

SaaS B2B Upselling Metrics 52