TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Serenova

DECEMBER 4, 2019

The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. At the same time, it can alert a supervisor about an upset customer. For example, screen pops can recommend when to ask for a sale or escalate to a supervisor.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #4: Create self-service content ASAP. And self-service content shouldn’t be static.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Mindtouch

AUGUST 21, 2019

A knowledge base is a self-serve repository of organized information that users can access through browse and search functions. Well-executed, a knowledge base can empower customer self-service and minimize inbound calls, thus promoting customer success. It’s available 24 hours a day, seven days a week.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

JANUARY 13, 2023

Additionally, many CS teams will face their own budget restrictions and thus will focus their efforts on scaling their CS reach and impact through technology, automation, online resources, and enabling customer self-service. Tech-touch experience will become crucial for landing a Customer Success role.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Agents know how to access the knowledge base. They’re exasperated and frustrated.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. Thus, while the customers are trying to self-serve, the experience they typically run into ends up being high-friction, low-value. Connect with Customers Start to Finish.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience 97

Customer Experience B2B Management B2C 97

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. Cloud contact centers flex to meet customer demand. They instantly support work from home, self-service, agile scheduling, and distance learning. Hyper Personalization Drives Better Customer Experience.

Chief Customer Officer 52

Chief Customer Officer Cloud contact contact center solutions Contact Center 52

ClearAction

MAY 29, 2016

Over the past decade or two, the Internet and numerous technologies have been a blessing to companies and customers alike in making it easier and faster to get tailored information and assistance. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Altivon

JANUARY 16, 2018

Tersigni has more than 30 years of experience in telecommunications and contact center technologies and is Chief Customer Officer at Altivon. Customer experience has become a strategic differentiator that is core to long-term success. Citizens are customers. Self-service reigns supreme. Start there.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan Steinman, Chief Customer Officer at Gainsight.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Agents know how to access the knowledge base. They’re exasperated and frustrated.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Agents know how to access the knowledge base. They’re exasperated and frustrated.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Altivon

JUNE 7, 2020

In my role as Chief Customer Officer, I get to speak with CIOs and other executives across a wide sweep of companies. There will be more interest in AI-enabled technologies and self-service applications. For many of these customers we are setting up brand new cloud deployments to handle additional demand.

Contact Center 52

Contact Center Chief Customer Officer Contact center software Morale 52

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

Customer Experience 51

Customer Experience Chief Customer Officer Government Chatbots 51

Eptica

NOVEMBER 8, 2017

To achieve this put in place a single, centralized, comprehensive knowledge base that underpins self-service, chatbots and your agents. And make it easy to use, easy to update and self-learning so it automatically delivers the most relevant answers to customer queries. And no one has the power to execute change.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Looking to Give Your Customers an Unbeatable Experience? Look no further than AnswerDash!

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Netomi

JUNE 18, 2023

In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing. In fact, 22% of Fortune 100 companies and 10% of Fortune 500 companies now have chief customer officers 9.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Advertising 52

ChurnZero

FEBRUARY 23, 2023

It means providing them with the resources to be adequately staffed, well-trained, following streamlined processes and procedures and using the best tools to deliver on the promises your company made to customers. That task falls to your Customer Success team. Good customer support is good marketing too.

Management 52

Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

It means providing them with the resources to be adequately staffed, well-trained, following streamlined processes and procedures and using the best tools to deliver on the promises your company made to customers. That task falls to your Customer Success team. Good customer support is good marketing too.

Management 52

Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JUNE 17, 2022

It’s something like customer commitment to your solution, so things like spending time in your application, exploring the full capabilities. It’s customer engagement with your team. Then also, the most important one is the impact your solution has on the customer’s business outcomes. Bree: This is a holistic view.

Metrics 98

Metrics SaaS Surveys Self service 98

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Customer and company channel preferences don’t often align – however, AI makes that possible. And customers appreciate the self-service nature of Chatbots.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Kayako

DECEMBER 3, 2015

Here are some examples that you’ll probably recognize: “Proactive customer service will help us cut down on failed transactions – decreasing churn and improving revenue.” ” “Building better relationships with customers will improve customer loyalty – helping to compound user growth numbers.”

Customer Service 57

Customer Service Chief Customer Officer Transportation Feedback 57

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. Customer Service workers should not take offense of this or be threatened by this.

Customer centricity 52

Customer centricity Real estate Chief Customer Officer Feedback 52

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

ChurnZero

JUNE 17, 2022

It’s something like customer commitment to your solution, so things like spending time in your application, exploring the full capabilities. It’s customer engagement with your team. Then also, the most important one is the impact your solution has on the customer’s business outcomes. Bree: This is a holistic view.

Metrics 52

Metrics SaaS Surveys Self service 52

Vistio

MAY 28, 2022

And to me, that is really all about helping customers resolve their issues quickly and easily. In a lot of our organizations, that really means self-service or empowering our customers to accomplish tasks in the technology on their own so that they don’t even have to contact us. That’s another really good one.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Nicereply

FEBRUARY 25, 2020

Fewer than 30% of companies offer self-service, live chat, social messaging, in-app messaging, bots or peer-to-peer communities. Only a third of companies offer self-service or have an active customer community forum, and less than a third of companies offer chat, in-app messaging, or bots.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Well, were they ever engaged?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98