Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. how to use CX metrics most effectively. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. CX metrics are improving.

Conference 98

Conference Groups NPS Net Promoter Score 98

CustomerSuccessBox

AUGUST 25, 2022

Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Suggested Read : Top 10 SaaS Conferences of 2022. Some of the most significant CS events have been held in the year 2022 so far. Date: September 7-8, 2022. Date: October 12-14, 2022. Did you miss them?

Customer Success 52

Customer Success Conference Trends Customers 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Magazine, Forbes, U.S.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success Leadership Roundtable: CSM Performance Metrics | Wednesday, December 15, 2021. This live online leadership discussion features 3 Top Customer Success leaders who constitute a panel sharing how they measure the efficacy of their CS efforts and the efficiency of their Customer Success team.

Customer Success 52

Customer Success Conference Case Study Leadership 52

ECXO

JUNE 11, 2023

Published in March 2023, the research report – Customer Experience Leadership In An Uncertain Economy * – asked 150 senior customer experience leaders about what they believe will be the biggest obstacles to the success of their CX programs in the next 18 months.

Customer Experience 351

Customer Experience Customer Centricity Competitive Advantage Government 351

GlowTouch

AUGUST 23, 2022

Growth results from solid leadership, good planning, and great people who can execute, and this recognition reflects all three of those components. Read more about the Everest Group’s 2022 CXM PEAK Matrix®: [link] About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Contact Center 52

Heart of the Customer

DECEMBER 15, 2021

The post 2022: The Year of Data Integration appeared first on Heart of the Customer. And while it’s against my nature to say I told you so…boy, did I nail that one! That said, I also forecast that Mall of America wouldn’t last five years, so my predictions aren’t always that good.) My 2021 prediction stemmed from […].

Data 78

Data ROI Metrics Tips 78

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

AUGUST 9, 2023

Becoming a value-adding partner in cloud professional services Helping clients realise the full value of their cloud investment Capgemini was positioned in the Leaders category in the IDC MarketScape Worldwide Cloud Professional Services 2022 Vendor Assessment. Your HR leadership needs to embrace a client-centric culture. The reason?

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. This subject revealed itself as part of our study participants’ focus in our 2022 Index. . Check out Gainsight’s CS Index 2022, including an interactive benchmark tool that shows you where you rank amongst your cohorts. .

Net Promoter Score 52

Net Promoter Score Trends NPS Return on Investment 52

Optimove

DECEMBER 30, 2021

What is it really about: you know how Apple is no longer showing you some email metrics, including open rates? So, we tell you that is you move away from looking at such vanity metrics and instead start measuring your campaigns by “incremental revenue”, you shouldn’t really care at all. They know what’s what. Here’s Why Now.

CRM 52

CRM Metrics Marketing Measurement 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. In 2022, expect the CX function to evolve in many organizations.

Data 98

Data Net Promoter Score NPS Effort Score 98

Playvox

MAY 24, 2022

Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. Critical compliance indicators are a key metric for each team. Key metrics are transformed into relevant dashboards and individualized reports by each line of business. Diverse Teams Need Customized Reporting. ENJOYING THIS ARTICLE?

Data 72

Data Leadership Financial Banking 72

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. If there’s one thing we learned from the 2022 Customer Success Leadership Study , it’s that businesses need to invest more in the growth of their CS organizations. In 2022, 21.7%

Customer Success 52

Customer Success Leadership Metrics Customers 52

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department becomes ‘owned’ by an executive which can create jealousy among the leadership team when absolute trust is needed. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict.

NPS 130

NPS System Meeting ROI 130

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

InteractionMetrics

OCTOBER 25, 2023

So before launching any DEI classes, consulting, or initiatives, Julián reached out to market research firm Interaction Metrics. He enlisted Interaction Metrics to write a DEI survey, implement it, and conduct its analysis. In March 2022, Interaction Metrics conducted OCFA’s first DEI survey. The objective? The findings?

Metrics 52

Metrics Survey Analysis Interaction 52

ClearAction

OCTOBER 25, 2022

Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. You’ll also be able to grab the full report in early November 2022. The full 2022 Customer Success Leadership Study will release in November 2022.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Totango

MAY 17, 2023

With an eye on helping customers achieve their outcomes, CS is also well-positioned to bring the rest of the go-to-market leadership team together to deliver maximum customer value at every touchpoint and interaction. 31% of CS teams also reported spending up to half of their time with sales.

Sales 109

Sales Marketing Sports Customer Journeys 109

ClearAction

DECEMBER 26, 2022

5 Best Experience Management Metrics. References: 1 Forrester’s US 2022 Customer Experience Index: Nearly 20% of Brands See Drop in Customer Experience Quality. The post CX Index: Cracking the Code in Your Customer Experience Strategy appeared first on Experience Leadership. Assessment for Almost-Automatic CX Excellence.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Metric and Target Review Make sure to review each metric and establish targets to understand performance.

Management 52

Management Effort Score Metrics Average Handle Time 52

Playvox

DECEMBER 14, 2021

Playvox has been named a leader in G2’s Winter 2022 Grid Report for Contact Center Quality Assurance. But now it’s also become the agents’ home for seeing their metrics, working towards their goals and getting their badges. This makes six consecutive quarters that Playvox has stood out in front of the QA software market.

Contact Center 52

Contact Center Report Employee Engagement Software 52

Gainsight

OCTOBER 7, 2022

Through renewals and expansion, CS boosts the bottom line by driving Net Revenue Retention (NRR)—a critical metric for SaaS organizations. Pulse+ offers three core learning paths and certifications for CS professionals, in addition to a deep well of thought leadership content, including: . But all of that is easier said than done.

Customer Success 52

Customer Success Management Conference Leadership 52

Thematic

MARCH 27, 2024

This changed in early 2022, when two major storms wreaked havoc on Auckland and Watercare’s infrastructure. Thematic identified red flags by quantifying themes, their impact on metrics and sentiment. Being a utility, they usually only hear from customers when things are going wrong.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Thematic

OCTOBER 19, 2022

Align team and leadership on customer-led product strategy Most teams think they’re customer-centric. Show how customer-led product strategy can drive financial metrics. First, figure out which metrics or KPIs capture customer value. Originally published on mindtheproduct.com , 5 October 2022.

Strategy 71

Strategy Banking Metrics Analysis 71

Lithium

MAY 3, 2022

The 2022 Khoros Kudos Awards are now open until May 27th! Voice of the Customer Initiatives: April 2022 The first edition of a new quarterly update, the Voice of the Customer team shares the initiatives that we are working on as a result of your customer feedback. to present to their leadership team. You heard right!

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

West Monroe

OCTOBER 5, 2022

Given that reality, software and tech-enabled companies that understand key metrics and then utilize them to guide business decisions are more likely to emerge from the current conditions in a position of strength. Focus on metrics that matter. Revenue efficiency metrics should guide go-to-market capital allocation.

Software 52

Software Competitive Advantage Return on Investment Metrics 52

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You partnered with your financial team to determine what revenue could be tied to improved CX metrics.

Resources 369

Resources Customer Journeys Video Customer Experience 369

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Stella Connect

JANUARY 12, 2022

In the report Customer Service Trends for 2022: Preparing for the Future of Customer Service , it’s clear that customer needs and expectations have shifted dramatically. 1:1s with a manager or supervisor cover customer feedback, but these meetings are typically curated by leadership and might omit minor details still be valuable to the agent.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

West Monroe

OCTOBER 19, 2023

But in the Manufacturing Leadership Council’s 2023 Digital Leadership Survey , one finding stood out: There is relatively little focus on the value derived from technology. The 2023 Digital Leadership survey revealed measured anxiety about organizational vulnerability due to current levels of preparedness.

ROI 52

ROI Technology Strategy Return on Investment 52

West Monroe

OCTOBER 19, 2023

But in the Manufacturing Leadership Council’s 2023 Digital Leadership Survey , one finding stood out: There is relatively little focus on the value derived from technology. The 2023 Digital Leadership survey revealed measured anxiety about organizational vulnerability due to current levels of preparedness.

ROI 52

ROI Technology Strategy Return on Investment 52

ChurnZero

DECEMBER 27, 2022

We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. Top ten Customer Success resources of 2022. 5/ 2022 Customer Success leadership study.

Leadership 90

Leadership Metrics Trends Customer Success 90