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Customer Experience

What's happening to customer experience in this post-pandemic world? - Ft. Nick Mehta, CEO Gainsight

This post-pandemic world is changing everything - and customer experience is no exception. Hear from Nick Mehta, CEO at Gainsight, as he talks to Puneet Mehta (CEO of Netomi) about the changes he's seen in CX and Customer Success since the start of the pandemic. Nick Mehta is CEO of Gainsight, the Customer Success company that helps businesses improve customer retention, accelerate expansion and capitalize on customer advocacy. He is the co-author of “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue,” the authoritative book on the field.

4 Examples Of Good Customer Service In Schools And What You Can Learn From Each One Of Them

Customer service is often associated with consumer-facing companies, like Amazon or your favorite e-commerce store. When mentioned in relation to schools, it’s often overlooked. However, good customer service in schools can help build stronger ties with existing students and parents, as well as earn a reputation as a preferred educational institution that lasts for years to come.

Digital Transformation & Customer Experience: What's the Connection?

The ways in which most businesses now operate and interact with customers is drastically different from what they were a few years ago. For example, customers can research their options, learn about other brands, and make purchases all from the comfort of their own homes. And though this has meant a lot of change and adjustment for businesses, many of those changes have been for the better. This is because digital transformation and customer experience influence each other.

5 Tips for Writing Perfect Tech Support Emails

‘What’s the big deal with technical support emails?’ you might ask. Aren’t they simple? In theory, they are, yet many customer support agents manage to make a significant mess. Though it’d be ideal to hand-craft every email you send, it can also be time-consuming and counterproductive. We know our share of agents in tech support, and some of the support conversations they’ve recounted have ranged from terrible to occasionally hilarious.

The Top 15 Customer Experience Experts You Need To Follow in 2022

In any profession, success comes to those who are constantly evolving, staying updated on current trends and learning best practices. We often look to leaders and industry experts to show us the way forward whenever there’s a roadblock, and if your work profile is dependent on keeping up with evolving customer trends and expectations, you need ongoing guidance.

7 ways to create a great customer experience strategy

Companies that excel at customer experience have been shown to drive revenues 4-8% higher than their competitors. This increase can be attributed to a variety of benefits that arise from improving CX. First, a great customer experience leads to higher loyalty rates. Second, 86% of buyers are willing to pay more for a great customer experience, according to research from PWC. Additionally, people who enjoy their customer care typically tell others about it.

Scaling with CX is more important than ever. Here's how to take advantage

As almost every industry enters the third year of grappling with the pandemic’s effects, companies are constantly in search of methods to support growth and demand. But often, growing rapidly comes at a cost. As does standing still. Companies that are spread thin, understaffed or under-resourced are at risk of not remaining competitive or providing customer experiences that are lacklustre.

We're placing some bets on the future of customer experience

Admittedly, it’s been a minute since I’ve dusted off my crystal ball – closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then. During the past few months, I’ve been thinking a lot about this quote from futurist Roy Amara: “We tend to overestimate the effect of technology in the short run and underestimate the effect in the long run.”

Radisson Customer Service & Digital Transformation Advice | Sr. Strategist, Alexandra Rodrigues

Alexandra da Silva Rodrigues leads the digital transformation journey for contact centers at the Radisson Hotel Group. Join Alexandra and Netomi to learn about how Radisson strikes the balance between emotional intelligence & artificial intelligence. The conversation also covers: Netomi helps companies deliver higher quality customer experiences at scale with AI.