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. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

Touchpoint 107

Touchpoint AI Gaming Innovation 107

The DiJulius Group

NOVEMBER 27, 2023

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, Read Full Article The post How to Avoid your CX Initiatives from Being Another flavor of the Month appeared first on The DiJulius Group.

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CX Customer Experience 92

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

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B2B ML CRM Customer Relationship Management 95

Customer Think

NOVEMBER 27, 2023

Source: Shutterstock Generative AI has the potential to drive a once-in-a-generation step-change in business performance and productivity, but a recent, first-of-its-kind scientific experiment demonstrates that generative AI can also be a double-edged sword. When used correctly for appropriate tasks, it can be a powerful enabler of competitive advantage.

AI 72

AI Innovation Technology Technology 72

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

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Sales 71

Customer Think

NOVEMBER 27, 2023

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon.

Hospitality 69

Hospitality Hospitality Customer Loyalty Customer Experience 69

Customer Think

NOVEMBER 27, 2023

Every company wants to make its customers happy but, in reality, few really succeed. The intentions are there, but the execution tends to be average or even poor, and I believe that customer culture lies at the very heart of that conundrum.

Customer Experience 59

Customer Experience 59

NGDATA

NOVEMBER 27, 2023

Jack Henry Connect, the annual educational and technology showcase in Indianapolis, was again a big success. They focused on building connections, solving challenges, and strengthening relationships. And also this year, the event gave attendees new perspectives and insights from colleagues and industry experts: Takeaway One: Customers Expect Personalized Experiences Customers expect more from their banks.

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Education Customer Expectations Technology Technology 52

Customer Think

NOVEMBER 27, 2023

Customer support plays a major role in helping you engage a relevant audience and retain your existing customers. A customer’s journey with you doesn’t end as soon as they purchase your products or services. It starts from there.

Omnichannel 59

Omnichannel 59

Zonka Feedback

NOVEMBER 27, 2023

Closed-ended questions are survey or feedback form questions that provide customers some predefined choices of answers to choose from, which may be in the form of options like Yes or No, ratings from 0 to 10, opinions from Strongly Agree to Strongly Disagree, or a range of options depending upon the context of the question. Basically, the customer is not asked to write their opinion in their own words.

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Customer Think

NOVEMBER 27, 2023

Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders, managers, and supervisors to create an inspired workforce. In summary, the first step is to discover for you.

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Zendesk

NOVEMBER 27, 2023

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From connecting refugees with life-saving information to responding to survivors of domestic violence, these teams understand the urgency of a quick, efficient, and empathetic response.

Customer Service 52

Customer Service Action Campaign Innovation CX 52

Customer Think

NOVEMBER 27, 2023

In the modern age of business, the implementation and integration of enterprise software has become an integral part of success. Why? Such implementation facilitates streamlined processes, increased efficiency, and enhanced decision-making capabilities, among other things. All important for running a business, yes? Yes. Unfortunately, implementing enterprise software is easier said than done, i.e.

Technology 52

Technology Technology 52

Logicalware

NOVEMBER 27, 2023

In the spotlight of Puzzel’s annual event, Elevate ‘23, we delved into the critical realms of customer experience and artificial intelligence. Joined by Tanja Ammentorp, Customer Service Director at JYSK , she gave an exclusive look into the strategies and technologies propelling JYSK to the forefront of customer-centric innovation. JYSK – a Scandinavian retail pioneer Boasting over 3,300 stores and web shops in 48 countries, JYSK’s mission is clear – to be the customer’s preferred choice

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Artificial Intelligence Close the Loop Customer Experience Omnichannel 52

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Customer Think

NOVEMBER 27, 2023

In today’s rapidly evolving digital landscape, businesses are constantly seeking ways to stay competitive and meet the ever-increasing demands of their customers. One area where this transformation is taking place is in call center services. Traditional call centers are evolving into highly efficient and technologically advanced hubs that deliver exceptional customer experiences.

Technology 52

Technology Technology Customer Experience Contact Center 52

SurveySensum

NOVEMBER 27, 2023

Imagine you spend most of your time on social media apps because you love sharing pictures. But today you’re unable to upload multiple photos in one post – a technical glitch. Now after a few days, while using the app (as you’re a frequent user), an in-app survey popped up. You leveraged this moment and explained the issue step by step. You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

Customer Think

NOVEMBER 27, 2023

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend.

Customer Loyalty 49

Customer Loyalty Customer Experience 49

Customer Think

NOVEMBER 27, 2023

Five years ago, I posted the following: My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings.

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Customer Think

NOVEMBER 27, 2023

Dolly wants a rockin’ good time. And, being Dolly, she wants you to have one, too. By extending its ongoing relationship with Dolly Parton to its recently launched Cracker Barrel Rewards program, the down-home chain might be hoping to put its competitors over a barrel.

Customer Loyalty 40

Customer Loyalty 40