ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Blueship Call Center

DECEMBER 19, 2024

Streamlining customer interactions alone is insufficient- they also allow businesses to shift their focus on core operations while ensuring high-quality customer experiences. Beyond cost-cutting: Strategic value Although one of the main advantages of outsourcing is cost reduction, there are many other advantages as well.

outsourcing 74

outsourcing Call Center Healthcare Education 74

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes.

Strategic Value 32

Strategic Value Customer Service Customer Experience Contact Center 32

Contact Center Geek

SEPTEMBER 30, 2021

Brad Cleveland is a legend in the customer service and customer experience space. Not merely a thought leader, but an action leader, who has helped shape how customer service and customer experience leaders think, practice, and evolve to do incredible work in the spirit of humanity and business.

Customer Experience 62

Customer Experience Journey mapping Strategic Value Customer centricity 62

Brad Cleveland Blog

OCTOBER 20, 2023

There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic value. Only … Continue reading → The post Boosting Your Contact Center’s Strategic Value appeared first on Brad Cleveland.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Experience 26

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

CSM Magazine

APRIL 24, 2025

. “It’s fantastic to continue my journey with Netigate as we enter such a transformative phase in the experience management industry,” says Geissler. Benedict’s leadership will be very valuable as we continue to enhance our platform and help more organisations transform experience data into business success.”

SaaS 52

SaaS Management Enterprise Strategic Value 52

Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes.

Strategic Value 26

Strategic Value Customer Service Customer Experience Contact Center 26

Calabrio

MARCH 25, 2025

To find out, Calabrio surveyed hundreds of CX leaders from the around the globe for State of the Contact Center 2025 report. These leaders insights shed light on the biggest contact center and customer experience trends, developments which are rapidly reshaping the industry as we know it.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

The Petrova Experience

NOVEMBER 19, 2024

With the holiday season fast approaching, it is a smart time to seek lessons from retail customer experience leaders and laggards. At the root of those lessons is the importance of honoring customer promises and creating a holistic experience across your business (whether retail or any other sector). billion revenue.

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40

ChurnZero

AUGUST 5, 2022

After performing this analysis, you’ll have the leverage you need to talk with your CFO and leadership about the resources it takes to deliver the desired customer experience. Build a CSM coverage ratio for every customer segment. By now you know, there’s no standard number of customers per CSM.

Management 98

Management Benchmark Strategic Value Metrics 98

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

Calabrio

APRIL 23, 2025

When we recently asked global CX leaders what they expected AI to deliver in their contact centers, their answers were clear: 83% said AI would enable 24/7, omnichannel customer support. 79% said AI would transform the contact center from a cost center to a strategic value driver.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Strikedeck

MARCH 2, 2021

Vincent Manlapaz, in an interview with Elaine Cobb talks about the challenges the organization faces, the strategic value of CS, and some ideas to rise above this challenge (pandemic).

Strategic Value 59

Strategic Value Customer advocacy SaaS Customer Experience 59

Brad Cleveland Blog

DECEMBER 7, 2011

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

DECEMBER 7, 2011

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Strategic Value 49

Strategic Value Marketing Technology Customer Experience 49

Monet Software

MARCH 26, 2020

In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs. For the past 10+ years, Verint has helped leading brands and SMBs successfully move to the cloud to achieve flexibility, efficiency, and strategic value.

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Agents can self-review the coaching and immediately put into practice tactics for continuous improvement to create better customer outcomes. From there, use cases have evolved and rapidly expanded.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Prepare For The Future of Customer Experience.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

CSM Magazine

OCTOBER 7, 2021

“Our channel strategy recognises that the CCaaS market opportunity is growing rapidly, and the channel is best placed to deliver the needed expertise to help their contact center and enterprise clients attain and maintain the highest levels of customer experience,” said Kacey Kemmerer. About Empirix.

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Natalie Petouhof

JULY 14, 2015

It’s a process that has involved a large group of global, industry experts from the retail, manufacturing and online sectors, as well as other strategic, value chain partners. Constellation Research, Covering Marketing, Sales and Customer Service to Provide Great Customer Experiences. What do you think?

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

Natalie Petouhof

NOVEMBER 10, 2016

” Adobe feels the acquisition of TubeMogul, will give customers a ‘one-stop shop’ for video advertising, providing even more strategic value for the use of the Adobe Marketing Cloud. Covering Customer-facing Applications to Create Great Customer Experiences.

Advertising 40

Advertising Strategic Value Marketing Analytics 40

RapportBoost

NOVEMBER 5, 2018

In addition to showcasing its chat sales boosting platform at Booth #318 , the company will also celebrate the inclusion of Heidi Rote, Director of North American Sales Center for valued client Jenny Craig, on ICMI’s 2018 “Movers & Shakers” list.

Sales 40

Sales Contact Center Average Handle Time B2B 40

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

COPC

SEPTEMBER 9, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

industry standards 40

industry standards Self service Strategic Value Finance 40

Education Services Group

JULY 7, 2020

Now, every Customer Success organization should make friends with revenue, whether or not your services have been directly monetized. Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

COPC

SEPTEMBER 3, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

industry standards 40

industry standards Enterprise Technology Self service 40