... one of the most common KPIs globally but fails to provide actionable insight for customer service. This research recaps its shortcomings in assessing customer service experience, what metrics are more helpful for customer service and support leaders, and how to use NPS if it must be measured. Overview ...
Analyst(s): Deborah Alvord
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... Existing customers are expected to generate over half of 2025’s revenue growth for a majority of large tech providers, yet confidence in the execution of customer marketing programs is low. Product marketing leaders must prioritize top-performing customer marketing programs to exceed growth goals. Data ...
... Salesforce offers a myriad of tools for customer engagement, but using them to enhance the customer experience is a complex, multidisciplinary task. This document will help application technical professionals implement customer engagement centers with Salesforce Service Cloud. Overview Problem Statement ...
... As customers turn to third-party generative AI tools to resolve service queries, customer service and support leaders can expect a decline in first-party service volumes and a reset of customers’ service expectations. This research provides guidance on how to respond to this evolving trend. Overview ...
Analyst(s): Emily Potosky | Daniel O'Sullivan | Christopher Sladdin
... client? Many customers go straight to an agent for service, undermining the value of self-service investments. To increase adoption, customer service and support leaders can deploy a differentiated self-service strategy that accounts for the unique motivations and mindsets of different customer cohorts. ...
Analyst(s): Keith McIntosh | John Quaglietta | Eric Keller
... Shared services leaders miss critical insights about customer financial health by relying only on typical sources of customer data. Learn how TwelveMint* leverages customer site visits to identify early signs of potential financial distress to proactively adjust its credit and collections strategy. ...
... Digital business models, improved AI maturity and connected customer service ecosystems are changing how organizations engage with customers and manage customer service teams. This Magic Quadrant evaluates 14 vendors of customer service and support applications to help you make the right choice. Market ...
Analyst(s): Simon Harrison | Brian Manusama | Nadine LeBlanc
... individual personas Leverage customer segment insights and VoC data to define the customer personas that will inform development, customer experience (CX) design and GTM strategy. The first persona to create for B2B technology product planning describes the ideal customer — meaning, the target B2B company ...
... chat applications are an increasingly important engagement channel to help customers and improve their experience. Application leaders should consider six important steps to select the right live chat application for customer engagement. Key Challenges Introduction Analysis Identify All the Use Cases ...
Analyst(s): Brian Manusama | Guneet Bharaj | Nadine LeBlanc