How to Audit Customer Experience Programs
As a seasoned expert in the field, I've seen firsthand how vital these Voice of Customer (VoC) programs are for any business aspiring to grow and maintain a strong customer base. Auditing these...
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Valuable customer experience and employee engagement content.
Global Implementation Of CX Programs
Lynn Hunsaker, the Chief Customer Officer at ClearAction Continuum, is on a journey of growth and strategic foresight. Beginning her career in 1992, she took on the role of the voice of the customer...
What is the Future of Customer Experience
During our first season of CX Chats, we conducted in-depth interviews with 16 leading industry experts to explore their insights on the future of customer experience. Here are the enlightening...
Perspectives From A CX Leader Turned CEO
Lee Roquet's journey from CX leader to CEO of Finch offers valuable insights for those navigating the complex world of customer experience. By simplifying the CX journey into key moments that matter,...
Leveraging CX Insights to Drive Marketing Strategy
I have been lucky to present a talk about utilizing customer experience data to drive marketing effectiveness. One of these presentations was recently recorded by the American Marketing Association...
Insights from Tyler Technologies' Director of Client Success
We sat down with Courtney Smith, the Director of Client Success at Tyler Technologies, a Fortune 500 Gov Tech company. In this candid conversation, we unravel Courtney's professional journey,...
What Is Net Revenue Retention (NRR)
Net Revenue Retention (NRR), or Net Dollar Retention, is a key metric businesses use, particularly subscription-based models like software-as-a-service (SaaS) companies, to measure the revenue...
Leading Customer Success Teams Through A merger
Gina Patel, VP of Customer Success at SensorTower, reflects on her decade-long journey from a senior CS manager to Vice President. Sharing lessons from her first 100 days in leadership, Gina...
15 Year Anniversary
Fifteen years ago – in the midst of the “Great Recession” of 2008 – Satrix Solutions was born. I filled out a few forms, formulated a company name (a portmanteau that combines the words...
Customer Retention and Growth
Laurie Barlev of Barlev Success insights provide a roadmap for both seasoned professionals and newcomers in the field of customer success, shedding light on the challenges, strategies, and the...