CX Global Media

DECEMBER 4, 2018

In 2018, for the first time in US history, the number of unfilled positions in the United States economy was greater than the number of unemployed individuals seeking employment. And it has very high strategic value to the customer experience and to your organizational performance. Outside Forces on Contact Centers.

Contact Center 240

Contact Center Coaching Strategic Value Call Center 240

HGS

JUNE 28, 2018

Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

RapportBoost

NOVEMBER 5, 2018

. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. About RapportBoost.

Sales 40

Sales Contact Center Average Handle Time B2B 40

ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

COPC

SEPTEMBER 9, 2019

By the middle of 2018, the average daily volume of self-service was 4.84 Internally, next-generation customer service positions the customer service centre as a strategic value creation tool. million from over 300 million users.

industry standards 40

industry standards Self service Strategic Value Finance 40

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Value; Prove quantitative and strategic value delivered. So why obsess over data and strive for maturity?

Analytics 52

Analytics Customer centricity Metrics Accountability 52