CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Chief Customer Officer 367

Chief Customer Officer Customer Service Best practices Contact Center 367

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 339

Customer Service First call resolution Contact Center Engineering 339

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs.

Self service 124

Self service APIs Upselling Contact Center 124

BlueOcean

MARCH 14, 2024

We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? What’s your next step? We’re here to help!

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

Call Design

DECEMBER 5, 2023

This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions. This, in turn, leads to improved customer experiences, reduced turnover, and increased productivity, offering a strategic advantage to the organisation.

Management 78

Management Analytics Employee engagement Customer Experience 78

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. This requires robust tools to gather and analyze customer feedback and data.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer centricity 52

Customer centricity Analytics Customer Experience Metrics 52

CSM Magazine

APRIL 4, 2024

Affiliate marketing has emerged as a cornerstone of modern digital commerce, offering businesses a cost-effective and performance-driven approach to customer acquisition and revenue generation. At the heart of customer affiliate marketing lies the symbiotic relationship between brands and affiliates.

Marketing 52

Marketing Education Consulting Consulting 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Best practices 115

Best practices SaaS B2B Marketing 115

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This is one of the most followed blogs on Customer Success. By Todd Eby.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B SaaS Education Brand ambassadors 82

AWS Machine Learning

MARCH 13, 2024

To develop models for such use cases, data scientists need access to various datasets like credit decision engines, customer transactions, risk appetite, and stress testing. The names for each resource mentioned in this post are examples; you can replace them with other names as per your use case.

Accountability 92

Accountability Engineering Enterprise Big data 92

CSM Magazine

APRIL 5, 2024

However, achieving this goal can be a daunting task, especially for organizations with limited resources and expertise. Furthermore, outsourcing gives the companies an option of scaling resources up or down depending on the project’s needs, hence enhanced cost-effectiveness.

outsourcing 52

outsourcing Engineering Marketing Customer Service 52

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1.

SaaS 68

SaaS Metrics CRM Sales 68

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Zappix

APRIL 11, 2024

Fortunately, the integration of digital engagement and agent assistant tools offers a transformative solution, revolutionizing the customer experience and enhancing operational efficiency across the board.

Self service 52

Self service Chatbots Accountability Analytics 52

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

Customer Service 115

Customer Service Best practices Management 115

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Chief Customer Officer 94

Chief Customer Officer Best practices Feedback Enterprise 94

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Firstly, it optimizes resource utilization.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

Best practices 95

Best practices Enterprise Upselling Scripts 95

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. AI-enabled integrations will help you improve data workflows like these and reduce the time and resources that would otherwise be needed.

Engineering 98

Engineering Accountability Enterprise Sales 98

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It's a strategic investment because overall customer satisfaction is at stake.

Contact Center 81

Contact Center Technology Coaching Customer Service 81

Nicereply

SEPTEMBER 29, 2022

Customer service communities give you more than you could be expected. The importance of strong customer service management is often overlooked, but the numbers speak for themselves when it comes to retaining current customers over acquiring new ones. Look at our list of the top groups. The NACSMA. Support Driven.

Customer Service 98

Customer Service Best practices Education call center professionals 98

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Education 98

Education Customer centricity SaaS Customer retention 98

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution.

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Best practices 94

Best practices Education Metrics Feedback 94

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? There are various CX maturity models, but they share some common characteristics.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. They can be a valuable training tool when used correctly.

Call Center 141

Call Center Contact Center Coaching Gamification 141