ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers.

Leadership 77

Leadership Customer Experience Consulting Roadmap 77

ijgolding

APRIL 19, 2017

To be a customer centric business, it is AS important to ALSO focus on what the customer wants; and to measure performance through customer focused metrics (such as customer lifetime value; customer loyalty; customer engagement; customer satisfaction etc.).

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Leadership 52

Thematic

MARCH 20, 2025

Thematic identified key themes that shaped Levels’ communication strategies and product development​ By automating feedback analysis, Levels uncovered what truly influenced loan applicants’ decisions, leading to more effective marketing and customer engagement. Tie customer insights to financial outcomes.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ChurnZero

AUGUST 18, 2020

You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof. Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. We wish this was on your roadmap, and it’s not.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Click To Tweet.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

ChurnZero

DECEMBER 19, 2024

We needed a structured approach to monitor customer engagement, assess feature adoption, and ensure that clients were fully leveraging their investment, says Robin Driver, NinjaCat’s vice president of customer success. A custom table to track adoption scorecards with detailed fields.

Customer Success 52

Customer Success Meeting Self Service ROI 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. It ensures businesses remain accurate, visible, and competitive in local search results with: Listing Score trackingMonitor search rankings, visibility, and customer engagement. If your brand also feels invisible, keep reading.

Tools 85

Tools Tips Social Media Multi-Channel 85

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

TechSee

AUGUST 31, 2022

Invite users to submit photos and get agent or AI-powered AR guidance, so they can more easily and seamlessly jump from between text or voice and visual engagement. The right technology provider will eliminate any and all user friction, making the jump to visual engagement a seamless experience for your end-users. Launch & Rollout.

Engagement 109

Engagement Self Service Video Culture 109

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

DCX

NOVEMBER 26, 2024

Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Prospecting, opportunity progression, and customer engagement present exciting opportunities to utilize generative AI, using historical data, to drive efficiency and effectiveness.

Sales 121

Sales Multi-Channel Metrics Feedback 121

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

Roadmap 52

Roadmap Leadership Metrics Analytics 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

DCX

SEPTEMBER 29, 2024

Method to enhance their communication skills, leading to more effective customer experiences and stronger organizational leadership. 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.

e-support 86

e-support Customer Centricity Apparel Leadership 86

CustomerSuccessBox

SEPTEMBER 20, 2021

At Zendesk you’ll find one of the most interesting contents on customer success and customer engagement. The focus of the blog is on customer services but you’ll find content on customer engagement and customer success too. 5 leadership actions to build trust with those who serve customers.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

FEBRUARY 9, 2021

PTC placed CS Ops leadership in the hands of Emmanuel “Manny” Govignon (Vice President of Operations, Customer Success Management) and Scott Trimmer (Business Relationship Manager on the IT team). Governance meetings occur with unflinching consistency: Customer Success Leadership Team QBR: 1 per quarter.

Government 52

Government Roadmap Leadership Customer Success 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. Guerrilla Marketing via TikTok can change that.

Multi-Channel 52

Multi-Channel Leadership Guidelines Roadmap 52

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Waypoint Group

MARCH 20, 2019

USHistory.Org explains, “Thanks to the matchless leadership of Benjamin Franklin, the dire fear of fires expired in Philadelphia which became one of safest city’s [sic] in the world in terms of fire damage.” Your own internal leadership and cross-functional teams also want to know what causes customer churn.

Engagement 40

Engagement Customer Engagement How To Feedback 40

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers. Responding to both ends of the spectrum shows customers their feedback is truly valued. Leverage social media surveys.

NPS 52

NPS Net Promoter Score Strategy How To 52

Optimove

JULY 29, 2024

Planned a roadmap for implementing and scaling new use cases over time. Download Now Step #7 – Developed Reusable Capability Blocks : Created independent, modular capabilities for various customer engagement scenarios. Engaged leadership to sponsor platform evolution based on demonstrated success.

Marketing 52

Marketing Customer Experience Sports CRM 52

Amity

JANUARY 30, 2018

Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly. If you’re already into Customer Success, you know that it’s 50% easier to sell to existing customers compared to new prospects. Identify win-win situations.

Tips 69

Tips Customer Success Social Media Roadmap 69

DCX

OCTOBER 6, 2024

Click here to get instant access Welcome to this week's roundup of customer experience insights! This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. It highlights the possibility of excelling in leadership roles without direct reports.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

Click here to get instant access Welcome to this week's roundup of customer experience insights! This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. It highlights the possibility of excelling in leadership roles without direct reports.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

West Monroe

APRIL 28, 2024

Additionally, there’s sometimes a disconnect between the value proposition sold and what’s delivered to customers—exacerbating the problem. Churn is a common outcome when products don't meet customer expectations or fail to effectively address their needs.

Software 52

Software Customer Retention Roadmap Sales 52

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Leadership 52

BirdEye

JULY 15, 2024

An exclusive preview of the Birdeye roadmap: Get a sneak peek into the future developments and features of Birdeye, helping you plan and align your business strategies accordingly. Gain the knowledge to craft cutting-edge, AI-driven marketing strategies that will elevate your business to local market leadership. Secure your spot now!

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. This way, you can better understand how the product or service they own is impacting the customer experience.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52