Execs In The Know

NOVEMBER 6, 2024

Its versatility and ease of deployment ensure that agents have the tools to address customer issues effectively, regardless of the technology in place. The post Service Recovery Reimagined: Leveraging DataScribe for Unmatched Customer Retention appeared first on Execs In The Know.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%. Lets dive in!

Technology 52

Technology Technology Artificial Intelligence CX 52

ECXO

DECEMBER 4, 2024

The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Here are some common KPIs used in each sector: 1. SaaS companies a. Customer Retention Rate: This KPI measures the percentage of customers who renew their subscriptions over a specific period. SaaS Companies a.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. So, what are the customer experience (CX) insights critical to your business? Customer Retention – How to Ensure Loyalty. Digitization to provide frictionless service.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 367

B2B Artificial Intelligence AI CX 367

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs.

CX 405

CX Finance Customer Journey Map Innovation 405

ECXO

JULY 10, 2024

Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions. Customer Lifetime Value (CLV) : Estimates long-term revenue potential from a customer. Revenue Growth : Tracks growth attributed to customer experience initiatives. Conclusion While NPS remains valuable, its limitations are evident.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Contract renewal automation depends on the efficient use of the right technology.

Customer Retention 100

Customer Retention Start-ups Customer Satisfaction Technology 100

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Additionally, I’ll share my personal experience working with technology companies and how this approach is particularly beneficial in today’s rapidly evolving landscape.

Net Promoter Score 382

Net Promoter Score CX NPS VOC 382

Customer Think

APRIL 16, 2023

With ongoing shifts in the economic climate, customer retention continues to be a main focus—and in many cases, it has become even more important in 2023. According to a report by Twilio, in the face of recession, 67% of businesses are shifting focus from customer acquisition to customer retention.

Customer Retention 111

Customer Retention Customer Acquisition Customer Loyalty Technology 111

eglobalis

JUNE 27, 2024

Establish feedback loops where insights from customer interactions are regularly reviewed and used to make iterative improvements. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

eglobalis

SEPTEMBER 16, 2024

Leverage Digital Tools Digital transformation is crucial for delivering exceptional B2B customer experiences. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 329

B2B Customer Experience Touchpoint CX 329

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

Customer Think

DECEMBER 14, 2021

Marketers get closer to true personalization- an essential part of customer retention The Covid-19 pandemic is undeniably one of the driving forces in the newest rise of eCommerce. When the lockdowns were announced worldwide, people had to look for a way to purchase their necessities within the confines of their own homes.

Technology 116

Technology Technology AI Customer Retention 116

ECXO

JULY 29, 2024

Establish feedback loops where insights from customer interactions are regularly reviewed and used to make iterative improvements. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

AUGUST 26, 2020

In the coming year, 55% of support leaders are increasing their spend on technology to scale their efforts. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention. A technology-driven playbook emerges. While customer expectations might be rising, budgets are shrinking.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

ECXO

MARCH 15, 2024

How to Avoid the Sins Poor customer retention: Often, this pitfall is a result of not listening to customers. When customers feel unheard or undervalued, they are likely to take their business elsewhere. Actively seeking and acting on customer feedback can significantly improve customer retention.

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

Customer Think

FEBRUARY 13, 2023

Leverage customer data and learn from segments to GROW RELATIONSHIPS WITH CUSTOMERS through your DTC channel. If you’re a marketer, it’s important to focus on acquiring the right customers. So how do you know who the right customers […]

Customer Retention 128

Customer Retention Customer Loyalty Technology Technology 128

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Communicate resource limitations openly with customers and explain which projects have been prioritized and why.

Customer Feedback 486

Customer Feedback Compliance Innovation B2B 486

Customer Think

DECEMBER 19, 2021

In a world where the competition for consumer’s attention is fiercer than ever and consumers have increasing control over what reaches them, brands’ communications have to be as relevant as possible. One-size-fits-all messages will quickly be blocked or ignored.

Customer Retention 124

Customer Retention Technology Technology 124

Fonolo

MAY 25, 2022

Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved customer satisfaction (CSat) scores. 5 Technologies to Help You Cut Call Center Costs. Cloud-based technology.

Technology 87

Technology Technology Contact Center CRM 87

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom, Inc.

MAY 18, 2021

Hence they look to industry analysts to explain what’s going on in their area, so they can learn about what’s changing in the industry, and what new tools and technologies have emerged. Support teams don’t have the technology they need. They want to hear it from a qualified and objective source. Ready to get started?

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Intercom, Inc.

DECEMBER 31, 2019

He suggested that “we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy.”. Here, we trace some of the biggest trends and stories in technology over the past decade, and try to find a narrative to make sense of it all.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

ECXO

MARCH 21, 2023

This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Set objectives and goals: Identify key objectives and goals for your customer experience program. This should align with your company’s overall business strategy.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology. Improved workflows increase collaboration .

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

VOZIQ

AUGUST 14, 2024

Reston, VA, — VOZIQ AI , a leading provider of AI-powered solutions to subscription businesses, today announced that they have won AI Global Excellence Award 2024 in AI-Based Customer Retention Platform category.

Customer Retention 52

Customer Retention AI Machine Learning Artificial Intelligence 52

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

Customer Acquisition 126

Customer Acquisition Customer Retention Sales Technology 126

ECXO

MAY 20, 2024

For instance, if a segment of customers is identified as highly tech-savvy, the team can focus on offering advanced features to this group, while for a segment of less tech-oriented customers, the team can provide more guidance and support. Now, let’s consider the senior citizens.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

SurveySensum

JULY 15, 2024

Gauge your employee satisfaction and performance by customizing SurveySensum’s readymade pulse survey template for free. Magical Experiences with Technology One of my colleagues, Glordiya, recently visited the Walt Disney World Resort in Orlando and she shared her experience of wearable MagicBands.

NPS 52

NPS Customer Retention Net Promoter Score Entertainment 52

Intercom, Inc.

AUGUST 27, 2020

They’ve taken a different approach — one that’s delivered far more value to their customers. With Cat® Connect, they’ve built a new technology to connect their customers’ entire fleet of equipment, offering work site managers critical insights into things like fuel burn, tire monitoring, and overall utilization.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. This is because happy customers are less likely to churn and more likely to continue doing business with you.

Customer Experience 114

Customer Experience Customer Retention Customer Satisfaction Retail 114

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. Building ML products requires balance – it’s pointless to start with the problem if the solution is unattainable, but you shouldn’t start with the tech if it can’t meet real customer needs. So, there have been a lot of technological revolutions.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. In customer retention scenario, it would be how many at-risk customers the model has identified and how accurately it has done so.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

ECXO

MARCH 5, 2024

Digital transformation isn’t just about integrating digital technology into all areas of a business. It’s about creating a shift in how businesses operate and deliver value to customers. So, how better to understand what customers value than by involving them in the process?

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

PeopleMetrics

FEBRUARY 4, 2025

The Building Phase: Getting the Basics Right For companies just starting their VoC journey, the focus should be on foundations, not technology. This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. The Three Stages of VoCand How AI Fits In 1.

VOC 62

VOC AI Text Analytics Touchpoint 62