Customer Think

NOVEMBER 24, 2021

Customers are, as we all know, the foundation of a strong business. Building customer loyalty is (or should be) at the heart of everything a business does. Did you know that increasing your retention rates by just 5% can boost profits by 25%? Image Source But how does customer case management fit into all this? […].

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Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic.

Customer Experience 132

Customer Experience 132

Customer Think

AUGUST 4, 2023

What are the design considerations I should think about for my onboarding process? The post Design Considerations For Your Customer Onboarding Process appeared first on CX Journey™. Does the onus for customer onboarding only reside with your customer success team? Is it OK to automate customer onboarding? It depends.

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Onboarding Customer Success Customer Experience 98

Customer Think

NOVEMBER 8, 2022

No matter what you’re selling, the customer experience (CX) is a key brand differentiator. While we used to think of “brand” as a company’s logo or tagline, today it represents so much more. Your brand is the sum of every interaction an individual has with the business; it’s not just an ideal but a living, […].

Customer Experience 124

Customer Experience 124

Customer Think

DECEMBER 18, 2023

Customer service and customer experience (CX) are more than what happens after the sale. Then, there’s the experience during the sales process and what happens after the sale, which could include a […] It’s not just a department to call when there is a problem.

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Customer Experience Sales 69

Customer Think

JANUARY 3, 2024

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too.

Customer Experience 69

Customer Experience 69

Customer Think

SEPTEMBER 22, 2023

Although user experience (UX) and customer experience (CX) may appear similar, they actually refer to distinct facets of human interaction with brands. Continue reading to learn what sets […] Nevertheless, they share a common thread in the form of the term ‘experience,’ which unites them.

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Customer Experience Management 78

Customer Think

AUGUST 25, 2023

Employee off-boarding: What is it? What does it entail? What are design considerations of an employee off-boarding program? appeared first on CX Journey™. Why is it so important? This is the first part of a two-part series. The post Employee Off-Boarding: Are You Taking It Seriously?

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Customer Think

AUGUST 12, 2023

But what about customer off-boarding? What is it? What if it's not done or not done properly? appeared first on CX Journey™. In the last two weeks, I wrote about customer onboarding. Why is it important? Is it for B2B customers only? Answers to that and more. The post Do You Have a Customer Off-Boarding Program?

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Onboarding B2B Customer Experience 52

Customer Think

JULY 14, 2023

Readers of my articles will know by now that I love a good bit of research.This is for two reasons: One, I love discovering new insights into customer behaviour and what it takes to deliver great service and a stand-out customer experience (CX), and T.

Customer Experience 52

Customer Experience 52

Customer Think

SEPTEMBER 5, 2023

A customer’s overall interaction with a company or brand during their journey is what the customer experience (CX) is.

Customer Experience 80

Customer Experience 80

Customer Think

APRIL 11, 2023

While cost optimization is important, businesses must be careful when it comes to customer experience (CX), as it can have a significant impact on the lifetime value of customers. First, let’s level set on what “lifetime value of a […]

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Customer Experience Customer Value Profitability 59

Insightly

OCTOBER 20, 2023

This blog post will explore the current trends in CRM and what’s to come in 2024. Another way to think about AI is that instead of stepping through a series of commands with a computer, it takes natural language from your input and ‘understands’ what you want. What will AI look like in CRM? This is AI showing up.

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CRM Customer Experience Software Software 52

Insightly

OCTOBER 20, 2023

This blog post will explore the current trends in CRM and what’s to come in 2024. Another way to think about AI is that instead of stepping through a series of commands with a computer, it takes natural language from your input and ‘understands’ what you want. What will AI look like in CRM? This is AI showing up.

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CRM Customer Experience Software Software 52

Showpad

JULY 7, 2020

Welcome to the second post of this blog series for executives. . What happened is that the need to flatten the curve and for entire sales organizations to work completely remotely shed a spotlight on these challenges and their root causes. Did sales enablement success factors change during COVID-19? . Let’s explore this a bit. .

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Digital Transformation Stakeholders Sales CRM 137

Mike Kunkle

OCTOBER 8, 2023

I often say that having guidance on how to determine what’s right for you is much more valuable than being told what to do. Keep this in mind as you read this article, and adapt and adopt what makes sense for you in your current context. Nowhere is this truer than with the commercial organization.

Customer Experience 277

Customer Experience Decision-making Profitability Marketing 277

Customer Think

DECEMBER 12, 2021

These days every significant software vendor and some others, too, is positioning itself as a CX- and/or a platform player. By now, it is well known, what it means to be a platform player, and this is also not the main topic of this post.

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Software Software 75

Showpad

JULY 21, 2020

Welcome to the third post of this blog series for executives. In this edition, I’ll be discussing why you as an executive in a sales, marketing or CX leadership role play a mission-critical part when it comes to making sales enablement successful in your organization. . Only then can you achieve the desired enablement goals.

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Management Leadership CRM Sales 139

Customer Think

DECEMBER 14, 2021

But to what degree is customer support truly reinforcing a great customer experience (CX) within today’s businesses? When customer support strategies contribute to creating happy customers, magic happens for companies.

Customer Experience 78

Customer Experience 78

Zendesk

AUGUST 4, 2021

Why Cloud 100 startups are investing in CX. According to CX Trends, more than half of surveyed customers said they would switch to a competitor after just one bad customer service experience. Without dedicated roles, specialized tools, and strategic reporting, bad CX can put startups in a bad position among competitors.

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Software Software Decision-making Investors 98

Customer Think

NOVEMBER 2, 2021

There is no doubt that customer experience (CX) is a key brand differentiator, and will continue to be a driving force for company success in 2022 and beyond. What workforce trends do brand leaders need to plan for and take action to retain employees and increase customer loyalty?

Customer Experience 75

Customer Experience 75

Freshworks

APRIL 2, 2021

The Freshworks partnership with BrewDog is a successful example of what CX should look like in 2021. We recently interviewed Emma DeSena, Head of CX at BrewDog, for an inside look at how her team has continued to provide top-level customer service through this period of uncertainty. Why Great CX Is So Important for BrewDog.

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Shareholders B2C Remote Working Customer Experience 52

Customer Think

OCTOBER 1, 2023

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [.]

Customer Experience 40

Customer Experience 40

Red Star Kim

FEBRUARY 1, 2024

The panel discussion that followed commented on: huge pockets of difference in sentiment, lots of unknowns across the board, the need for martech to be used beyond the MBD team, the need for everyone to skill up and the need for a cross-functional approach to AI during the ideation and experimentation phases.

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Marketing Leadership Profitability Digitalization 130

Zendesk

AUGUST 16, 2023

What are ChatGPT and Google Bard? What are ChatGPT and Google Bard? ChatGPT and Google Bard are the two generative AI products that are getting the most buzz, and businesses want to know which one is best for their needs. We tested ChatGPT vs. Bard in key performance areas to help businesses decide exactly that.

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Internet Artificial Intelligence Decision-making Customer Experience 52

Zendesk

MARCH 2, 2023

Key takeaway: Meeting your shoppers where they are is all about expanding your ecommerce business with new channels and digital-first retail CX. The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. Here are the top five trends expected to impact the retail industry this year.

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Retail eCommerce Digitalization Logistics 52

Zendesk

APRIL 5, 2022

What is customer enablement? Since the start of the COVID-19 pandemic, customer service has increasingly become a significant business differentiator, according to our CX Trends Report. Our CX Trends Report revealed that more than a third of U.S. So, it’s essential to ensure consumers are satisfied with their experience.

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B2C Customer Experience Software Software 52

ACT

JULY 14, 2022

It’s called customer experience (CX). In this article, we’ll review what customer experience is. What Is Customer Experience? . “[the management of customer perception is, out of what brands should be doing, among the most important things. Additionally, they make up 99.9% of all the firms in the US. .

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Customer Experience Marketing CRM Digitalization 52

PandaDoc

APRIL 24, 2023

What is a sales enablement strategy? So, “What does sales enablement do, anyway?” What are the elements of a sales enablement strategy? Sort through them and begin building an effective sales playbook that makes it easier for sales reps to find what they need. You’ve come to the right place!

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Sales e-Learning Onboarding Software 52

Zendesk

MAY 26, 2021

But not everyone agrees on what it is or how to do it well. What started as a global health crisis became the accelerant in our transition to a truly digital-first world. What is good customer service? What are the 3 elements of customer service? What are the most important qualities of customer service?

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Interpersonal Skills Customer Experience Media e-Learning 105

Red Star Kim

JANUARY 16, 2023

Client Experience (CX) and thought leadership remain top business development priorities. I wonder whether belief in the resilience of the professional services sector is justified. The top three constraints were rated as follows: 57% Poor economic outlook. 43% Lack of skills and talent. 43% Fee pressures. 36% Margin erosion.

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Marketing Co-Creation Government Artificial Intelligence 130

SmartKarrot

FEBRUARY 1, 2022

Several CX experts have themselves struggled in this endeavor. According to a Pega Systems study , a mere 35% of businesses have a C-level sponsor for CX, and in 36% of companies, director level or below executive leads them. So, what is the best way to convince the core leadership to invest in customer experience?

Customer Experience 21

Customer Experience Leadership Decision-making Customer Success 21

Red Star Kim

APRIL 24, 2023

Telephone calls are intrusive – you don’t know where the person is or what they are doing when you call. Telephone behaviour – both for prospective and existing clients – is an important part of the client experience (variously called CEM, CX and UX ). This can be of equal importance for consumer (e.g. M&A transactions).

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Emotional Intelligence Financial Services Decision-making Cybersecurity 26

Apptivo

JANUARY 2, 2023

This necessitates firms to incorporate several channels into their CX strategy, such as live chat, email, knowledge base, social media, and so on. One must have the answers to these queries before developing the CX strategy. Provide great customer service experiences with Apptivo Help desk software. Minimize Response Time.

Customer Experience 52

Customer Experience Software Software Prioritization 52

Strategic Account Management Association

SEPTEMBER 11, 2020

The basics: What CXM actually is. Account teams often wonder, “What’s in it for me?” I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate. It is absolutely essential to success today. This is where CXM shines.

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CXM Account Management Customer Experience Management 520

SmartKarrot

DECEMBER 16, 2021

The customer experience (CX) has always been a priority for companies. But surprisingly, most businesses have had a (very) late-start to actioning CX strategies. Pay attention to the CX engines. Over 80% of business leaders agree that CX offers a competitive edge — this remains unchanged across 2015 to 2020. Yet, only 26.2%

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Customer Experience Prioritization Stakeholders Customer Success 11

SmartKarrot

APRIL 13, 2022

In this blog, we will see how CX and UX are related and their difference. What is Customer Experience or CX? Customer experience or CX is the total of all relationships and experiences a person has with the company, the product, touchpoints, employees, interactions, content, and more. What is User Experience or UX?

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Customer Experience Decision-making Customer Success B2B 10