Kayako

FEBRUARY 13, 2019

Turn on video when running a customer call! Understand the Customer Journey. and truly gave yourself the space and time to map out the customer journey? The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Martin Hill-Wilson

JANUARY 29, 2016

Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners.

Exercises 97

Exercises ROI Conference Video 97

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With perfectly-timed and curated in-app engagements, your customers will soon find your product an essential part of their everyday workflow.”.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. You need a CCO doing the duct tape work and keeping everyone focused on the customer.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Innovative CX

JUNE 22, 2021

Another one of my blogs talked about why great customer experiences are so elusive for so many companies. All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. No conferences. Jump on a customer service call.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

Kustomer

JULY 24, 2020

With the coronavirus not ceasing anytime soon, what options do conference attendees have? Now more than ever, companies are searching for technology to deliver on customers’ growing demands. Kustomer Conference. Description : We’re back for our most exciting event of the year, The Kustomer Conference! Go virtual!

Conference 52

Conference Customer Journeys Roadmap Contact Center 52

Gainsight

JULY 13, 2022

At Pulse 2022 you’ll learn proven strategies for product-led growth, driving, adoption, user retention, and how to build effective roadmaps. For the longest time, Pulse focused on customer success teams, but not anymore. Best practices for product roadmaps. We all know product roadmaps are essential to durable growth.

Roadmap 59

Roadmap Conference Analytics Connections 59

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. For us, the pillars are always very clear.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Innovative CX

MARCH 24, 2023

Organizations need to minimize short-term thinking and focus on the long-term potential of working with customers during difficult times that will payback dividends in terms of improved retention. All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. With a roadmap to success, of course! With a roadmap to success, of course!

CEM 40

CEM Roadmap Contact Center Conference 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). CE Customer Stories & Educational Highlights.

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). CE Customer Stories & Educational Highlights.

Innovation 40

Innovation Roadmap Case Study Conference 40

ChurnZero

OCTOBER 16, 2020

This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course).

Sales 98

Sales Customer Success Conference Customers 98

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. You know it’s a good conference if this was your only piece of feedback.). Bring back QR codes that direct to our LinkedIn accounts to make connecting on the fly easy and effortless.

Interaction 52

Interaction Multi-Channel Conference Customer Success 52

DCX

SEPTEMBER 29, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Retently

AUGUST 26, 2019

How to get actionable customer feedback. Before we start, though, here’s one thing you should keep in mind – customer feedback has to be collected and segmented for every step of the customer journey. Your customers might feel a stronger bond with your brand, which could improve their loyalty.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71

Gainsight

NOVEMBER 15, 2023

With Gainsight, businesses can drive Net Revenue Retention (NRR) across multiple phases of the customer journey while consolidating their spend with a single, AI-driven platform. Education is a critical driver of Customer Success, which is why we’ve seamlessly integrated it into our Gen AI offerings.

Self Service 52

Self Service Customer Success Roadmap B2C 52

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

MAY 10, 2021

If you haven’t signed up for our free virtual conference yet, what are you waiting for? Top Picks: Simplifying Customer Success Track. Spotlight: Lorna Henri, Vice President of Customer Success at Modern Health. Topic: Launching Customer Success Fast. Familiar Favorites: Customer Success at Scale. Register here.

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

Chattermill

DECEMBER 2, 2018

At the Conference. Businesses now have access to a growing ecosystem of cutting-edge technology and products that you can plug into platforms to provide a holistic view of the customer journey to help bring to life excellent customer experiences. Were you unable to make the event? Don’t worry.

Customer Centricity 40

Customer Centricity Roadmap Analysis Conference 40

Martin Hill-Wilson

FEBRUARY 16, 2016

As you might recall in my preceding article on this topic, I lined up Virtual Assistants with Visual IVR and Interaction Analytics as the most catalytic technologies that contact centres ought to be adding onto their three year roadmap. Importantly they are not the usual names seen at conferences or indeed within your contact centre(s).

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

CustomerSuccessBox

DECEMBER 4, 2018

The success plan needs to be a dynamic document which evolves with the customer’s goals and those goals will evolve as the customer’s objectives change and as your own product roadmap progresses. Step 5: Invest in customer relationships. Communication can be via call, video conference or via email.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

DCX

SEPTEMBER 29, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 52

e-support Customer Centricity Apparel Leadership 52

ChurnZero

DECEMBER 20, 2019

Sales won’t pass GO and collect until a customer is successful. . Bora Lee , Team Lead, Customer Success Operations , ChurnZero . Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. High-value outcomes with real ROIs will reign supreme. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

CustomerSuccessBox

JUNE 8, 2022

Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

FEBRUARY 8, 2022

Refine the customer journey, design listening points and define/refine the segmentation of the customer base to ensure highly efficient alignment of resources. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Understand the customer use case.

Customer Success 19

Customer Success Roadmap Conference Measurement 19

SmartKarrot

AUGUST 17, 2022

Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: Trimble Inc.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

SmartKarrot

OCTOBER 10, 2022

Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Foster a culture focused on customer impact and providing a stunning customer experience.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

delighted

APRIL 5, 2019

Remember, promoters “…can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap.”. When you combine NPS, CSAT, and CES programs, you can paint a more helpful picture of exactly why some customers may be more loyal versus likely to churn. Step 1: Identify promoters.

Feedback 44

Feedback Customer Experience How To Effort Score 44