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Blog : Customer Experience

Tag: Customer Experience

7.20.22 Read Time: 2 Mins

Three Applications for Scaling Support with Chatbots

Leverage the power and potential of today’s chatbots to scale support delivery capability.

7.1.22 Read Time: 2 Mins

A Quick Fix to Improve Support Experiences and Customer Satisfaction

Five fixes to improve support experiences and improve customer satisfaction

4.19.22 Read Time: 2 Mins

Ten Steps to Quantify the Business Impact of Support

This article introduces 10 steps to take to quantify the business impact of support.

2.15.22 Read Time: 3 Mins

How Adoption and Success Services Drive Recurring Revenue

Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services …

2.6.22 Read Time: < 1

Customer Success Management

Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.

10.18.21 Read Time: 2 Mins

From Tasks To Outcomes – Transforming The Service Organization

The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are …

3.20.21 Read Time: < 1

Have your tried to contact your company for support?

With new data protection requirements and security threats it’s important that Support organizations understand their role in protecting their organizations from these risks. This article introduces how to protect customer …

3.19.21 Read Time: 3 Mins

CX Principles for Success

This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.

2.15.21 Read Time: 2 Mins

Best Practices and Metrics for Assisted Support Delivery

Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a …

1.20.21 Read Time: 2 Mins

Customer Experience vs. Customer Success – Similarities and Differences

Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.

10.2.20 Read Time: 3 Mins

Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …

9.7.20 Read Time: < 1

The Tangible Impact of CX and Customer Success

A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of …

7.19.20 Read Time: 3 Mins

The Business Impact of Support

This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.

2.24.20 Read Time: 3 Mins

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

2.19.20 Read Time: 2 Mins

Digital Customer Experiences (dCX)

Learn how to measure customer experiences delivered through digital channels.

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