Tue.Mar 26, 2024

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Unleashing the Full Potential of Customer Success: A CSMs’ Perspective

Gainsight

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Katy Filley, Senior Customer Success Manager (CSM) at FloQast , is a great example of this new breed of Customer Success pro. She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals.

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[Experience Action Podcast] CX Pulse Check – March 2024

Experience Investigators by 360Connext

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

Banking 178
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Empowering Insights: Custom Reporting Periods for Enhanced Analytics

IntouchInsight

We're excited to announce a significant enhancement to our reporting capabilities based on valuable customer feedback. Over the past few months, our team has been hard at work delivering a highly-requested feature: the ability for organizations to create and utilize custom reporting periods.

Report 156
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Build a receipt and invoice processing pipeline with Amazon Textract

AWS Machine Learning

In today’s business landscape, organizations are constantly seeking ways to optimize their financial processes, enhance efficiency, and drive cost savings. One area that holds significant potential for improvement is accounts payable. On a high level, the accounts payable process includes receiving and scanning invoices, extraction of the relevant data from scanned invoices, validation, approval, and archival.

Analytics 124
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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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How to Develop Good Rapport in Customer Service

CSM Magazine

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.

More Trending

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We Work Hard to Make It Look Easy

ShepHyken

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of

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What is LinkedIn Messaging for Pages, and Why Should You Enable It Immediately?

Brandwatch CX

LinkedIn Page Messaging allows direct contact with your audience. Discover the benefits and best practices for leveraging this feature.

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Navigating 7 Qualtrics Alternatives: Find Your Survey Companion in 2024

Retently

In search of Qualtrics alternatives? Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. Expect straightforward comparisons and key insights to help you make an informed choice. Key Takeaways: The right tool is the one that aligns seamlessly with your objectives.

Survey 78
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An Actual Complete List Of SOC Metrics (And Your Path To DIY) 

Forrester's Customer Insights

I take a lot of inquiry questions from Forrester’s security and risk clients about security operations (SecOps). A common question I get is, “What core metrics does SecOps need to track?

Metrics 65
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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Optimove Connect 2024: Highlights in Pictures

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. As the industry continues to evolve, events like Connect play a crucial role in equipping marketers with the knowledge and tools needed to navigate and thrive Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry specia

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Maximize Return on Experience (ROE)

Customer Enthusiast

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE).

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Welcome To The Future Of Marketing Technology

Forrester's Customer Insights

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

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Product Update - Exporting data, auditing Answers and more

Thematic

Our product team have been super busy shipping new features and updates! We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Read on to get the details, along with a how to video and links to the new knowledge base articles.

Data 62
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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Mastering Instagram Highlights viewers: Your complete 2024 guide 

BirdEye

Businesses, creators, and influencers often use Instagram Stories to engage with their audience and spotlight their key messages. The catch? These stories vanish after just 24 hours. Enter Instagram Highlights, a popular feature enabling Instagram accounts to preserve their marketing content well beyond the standard day-long window. By keeping a close eye on your Instagram Highlights’ views and gleaning insights from this data, you can maximize the potential of this tool.

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Deepening Client Connections: Relationship Management Mastery for Account Managers

Kapta Customer Success

Client relationship management is an essential skill for account managers. Deepen client connections by setting mutually beneficial expectations.

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Can AI Improve Your Loyalty Program?

Forrester's Customer Insights

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

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11 Best Survey Tools to Gather Feedback 2024

SurveySensum

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! And if that’s true then how can you stop it from happening? Well, the answer lies in gathering, analyzing, and taking action on customer feedback. By actively gathering and listening to the voices of your customers, you can gain a deeper understanding of your target audience, enhance product or service offerings

Tools 52
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Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

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Glassdoor’s Mishandling Of Customer Data Has Users Heading For The Exits

Forrester's Customer Insights

Glassdoor sparked public ire after it covertly added users’ real names, jobs, and job titles to their previously anonymous profiles. While Glassdoor tried to reassure users that the move isn’t a big deal and that their reviews will remain anonymous, users are understandably unsettled by the company unmasking their identities.

Data 52
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It's Time to Dismantle "Us vs Them" for Researchers and Designers

dscout People Nerds

Designers are running quality research and advocating for research. It’s long overdue for us to fully recognize and support their work.

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PackerLand User Group April 2024

Circular Edge

Join CE at PackerLand Users Group Thursday, April 18 | Oshkosh WI JD Edwards users are invited to join us for the April 2024 PLUG meeting in Oshkosh, Wisconsin for a day of networking, educational sessions and more. Featured CE Breakout Session: Be a Superhero of Your Organization In today’s rapidly changing business landscape, staying ahead means not just keeping pace, but being at the forefront of innovation.

Groups 52
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SaaS Developers Guide to a Positive Customer Experience

CSM Magazine

For developers embedded in the technical details of software creation, it’s easy to overlook the end user’s perspective. But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

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Case Study: Key Insights on Wait Times and Customer Service

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

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Top 10 Best BPO for SMEs in Customer Service

Magellan Solutions

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom? That’s when the best BPO companies come to the rescue!

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What Is a White-Label Fintech Solution and How Can It Help You?

CSM Magazine

In any industry where competition between organizations try to be on top, there’s no shortage of people trying to have the upper hand, and the fintech space is no different. While things such as creating a better user experience and cutting transaction costs are valid ways of going about it, it is great to consider using white-label fintech platform software solutions.

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Customer Experience Automation – Benefits and Best Practices

NobelBiz

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points.

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How Contact Centers Shape And Enhance Your Brand Identity

CSM Magazine

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. Let’s explore how contact centers shape brand identity and why they’re essential for nurturing positive customer relationships. 1.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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11 Best Online Survey Tools to Gather Feedback 2024

SurveySensum

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! And if that’s true then how can you stop it from happening? Well, the answer lies in gathering, analyzing, and taking action on customer feedback. By actively gathering and listening to the voices of your customers, you can gain a deeper understanding of your target audience, enhance product or service offerings

Tools 52
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Cisco Live EMEA 2024: Yes, AI Was Everywhere, And So Was A Surprising Amount of Innovation

Forrester's Customer Insights

If you want to attend Cisco Live, you have three options: 1) Amsterdam in February; 2) Las Vegas in June; or 3) Melbourne in December.

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Learning from your failures POV Customer Success

SmartKarrot

As someone deeply entrenched in the realm of customer success , I’ve encountered numerous instances where failure seemed imminent. Yet, these moments of crisis became opportunities for transformation and growth. Embracing chaos, actively listening, and fostering alignment among stakeholders have been pivotal in turning the tide. But how do we navigate these turbulent waters and emerge stronger?