ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

RapportBoost

NOVEMBER 5, 2018

A 2018 Gartner study revealed 86 percent of CX executives ranked employee engagement as having an equal or greater impact than other factors for CX leaders. This streamlines agent training while enabling brands to build lasting customer relationships that maximize revenue, conversion, order size, retention and customer satisfaction gains.

Sales 40

Sales Contact Center Average Handle Time B2B 40

ChurnZero

JANUARY 25, 2024

Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions.

Education 52

Education Upselling SaaS Consulting 52

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. An Advanced Analytics Case Study. A case study involving one of our clients at CSM Practice revealed the true determinants of customer account expansion: 1. Risk; Identify risk early for churn, down-sell, and onboarding. Introduction.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49