Influitive

AUGUST 31, 2020

We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A

Customer Journeys 92

Customer Journeys Conference Customers Engagement 92

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Don’t put your tech stack before your customer journey. The Customer Success tech stack is misunderstood.

Conference 98

Conference Customer Success Leadership Sales 98

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Many sessions revealed the need for developing prerequisites that bring forward company alignment for an overall customer engagement framework.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Avaya

FEBRUARY 13, 2018

An AI solution should be fully integrated into the rest of your customer experience solution as part of the complete customer journey–one that allows the full context of an interaction to be visible to a live agent. We generated a lot of buzz about AI when we introduced Ava at our partner and customer conference last month.

Contact Center 67

Contact Center Customer Engagement Chatbots Engagement 67

Lumoa

AUGUST 23, 2021

Recommended reading: 7 Ways to allocate customer experience resources more wisely Rethink the customer journey A survey by Precisely and Corinium Intelligence (referenced above) showed 55% of companies say customers are now more likely to ‘self-serve’ using digital tools.

Customer Experience 221

Customer Experience Social Media Video Customers 221

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Well, then dive in!

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. What amazes me is how thoroughly the customer journey was considered.

Marketing 110

Marketing Conference Transportation Innovation 110

Bizagi

JULY 24, 2018

Make or break: Get customer engagement right . Poor experiences such as this can cut short companies’ relationships with customers. This puts pressure on businesses to find new customers, which usually costs more than repeat business. This ensured productivity and compliance throughout the customer journey.

Customer Journeys 62

Customer Journeys How To Customer Engagement Social Media 62

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Measure Customer Health Along the Journey.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Call Experts

DECEMBER 18, 2019

In such a scenario, if a human agent is available, we hand over the call to one of our trained Experts to deal with your customer’s grievances. . AI-powered automated phone lines are designed to assess the reasons and results of customer engagements effectively. How to Provide Personalized Customer Service. Data matters.

Tips 81

Tips Self Service Contact Center Call Center 81

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Kayako

FEBRUARY 13, 2019

If you focus on the positive engagements, the positive is more likely to occur. Instead of focusing on churn, you should focus on the quality of the customer engagements your team is having. Improve the Quality of Customer Engagements. A simple rule I’ve heard (and employed) is touching every customer, every month.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

NOVEMBER 26, 2024

Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Represent the company at industry events and conferences.

Customer Success 52

Customer Success How To Insurance Culture 52

OpinionLab

JUNE 24, 2016

I recently returned from the CXFS conference in New Orleans. It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. Working backwards with the end goal in mind provides an opportunity to improve the customer journey.

Competitive Advantage 79

Competitive Advantage Conference Financial eBook 79

Call Experts

DECEMBER 12, 2019

Most companies present special offers to customers during the holidays to help boost customer engagement and acquisition. How to Provide Personalized Customer Service. Customer Journey Mapping. Stay relevant and super-serve your customers with employee training. Summer HR Conferences.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

CSM Magazine

FEBRUARY 24, 2022

Customer engagement is one of the most challenging aspects that marketers need to perfect to increase sales and build lasting relationships with their audiences. You will need to convince your customers to choose your brand over your competition and recommend your products to family and friends. Study The Customer Journey.

Customer Engagement 10

Customer Engagement Sales Engagement Innovation 10

Optimove

MAY 20, 2024

At Connect 2024, Optimove’s user conference, Paul Sephton, Head of Brand Communications at Jabra, addressed this issue and explored the transformative potential of a solution: the post-purchase customer journey. Phase 2: “Drive a better customer experience” Once registered, Jabra initiated the post-purchase journey.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Calabrio is proud to recognise and support the strides our customers are making in more human-centric interactions.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Getting customers engaged in shorter-term activities often bodes well for long-term customer retention.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Natalie Petouhof

MARCH 7, 2016

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Is Your Brand Ready ?

Innovation 40

Innovation Customer Engagement Engagement Contact Center 40

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. How do you do this?

How To 94

How To Conference Customer Success CRM 94

ENGAGE.cx

SEPTEMBER 18, 2015

One of the buzzy topics at VentureBeat’s GrowthBeat conference in San Francisco last month was figuring out how to integrate all of a company’s different views of a customer. it can be incredibly difficult for any company to get a single, cohesive view of the customer from this myriad of physical and digital touch points.

Omni-Channel 40

Omni-Channel Customer relationships Customer Journeys Call Center 40

Gainsight

NOVEMBER 14, 2024

[Insert Photo from Awards] The Architect : Odido, Jason de Krijger The Architect Award recognizes the individual or team that has gone above and beyond to build a thriving customer community. The Architect is a visionary leader who understands the power of community to drive customer engagement, loyalty, and success.

Self Service 52

Self Service Effort Score Hospitality Innovation 52

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. At our company, we took a good, hard look at our annual Engage customer conference through the lens of our CX program. View the customer conference as mini-CX journey.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. We also give customers a place to discuss customer experience trends, best practices, and love to recognize them for their hard work. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Confirmit

JULY 19, 2017

It’s always good to hear about the other stories from other companies out there in the world of customer engagement and customer experience. What purpose is the customer using the product/service to fulfill? It’s a great reminder of the hard work and enthusiasm there is out there.

Conference 40

Conference Engagement Customer Journeys Airlines 40

Blueshift

FEBRUARY 27, 2024

These awards celebrate marketing excellence in delivering personalized, customer experiences using data and AI. The winners were announced at our Engage conference, held today in San Francisco. With six distinct categories, the Omnies highlight those who have excelled in mastering the art of customer engagement.

Conference 59

Conference Customer Journeys Innovation Customer Engagement 59

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. Helping customers from afar is nothing new.

Self Service 109

Self Service Customer Service Video Engagement 109

Beyond Philosophy

MARCH 12, 2015

So fixing the Customer journey from a process level is a no-brainer and easy to sell to the C-Suite. Controlling how Customers feel in your process seems like an effort in futility and hard to assign value to at a corporate level. Taking Journey Mapping to the Next Level. Customers are Irrational: Stop Fighting It.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. What Is a Customer Success Playbook? Send renewal notice.

Customer Success 85

Customer Success Customer Journeys Guidelines Customers 85

Upstream Works

JULY 16, 2020

For some agents, working from home might make it harder to provide a great customer experience since they can no longer confer with fellow agents and supervisors in-person. Agents must be able to seamlessly switch between channels in a single interaction while having full visibility into the customer journey.

Contact Center 78

Contact Center Technology Self Service Omni-Channel 78

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Follow the experience like your customers would. We show the entire customer experience.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54