Quieres que te promocionen en la experiencia del cliente. ¿Qué tecnologías necesitas dominar?

Data Analytics and Business Intelligence Tools: Understanding customer data and gaining insights is critical for improving the customer experience. Tableau, Google Analytics, or Microsoft Power BI to analyze customer behavior and preferences. Master tools like Adobe Experience Cloud or Salesforce to deliver experiences based on customer data and behavior.

There has been the rise of "CS specific" CRM tools more recently. They are purpose built to help CS teams be proactive and organized in their customer management approach. One big caveat is ensuring these systems are not siloed from other cross functional customer facing teams like Sales, which often interface with another CRM. This needs to be considered when choosing a system and also when rollling it out to ensure a proper holistic and 360 view of all customer data across your business.

Here's my advice: Dive deep into CRM platforms like Salesforce or HubSpot. They're the backbone of understanding customer interactions. Get comfy with analytics tools (Google Analytics, Tableau) to decipher customer behaviors and preferences. Embrace AI chatbots and personalization engines to automate and tailor experiences. Lastly, don't overlook the power of social listening tools to keep a pulse on customer sentiment. Mastering these technologies not only showcases your skills but also demonstrates your commitment to driving impactful customer experiences. Let's use tech to turn customers into champions!

Don't focus on specific technologies yet. First, understand the customer experience role you want - what are the main goals and duties of that position? Different customer experience roles like customer service, customer analytics, etc. have different responsibilities. Once you know the role, then identify and learn the technologies that best align with and enable you to perform the duties of that particular role effectively.

Mastering tools may be important, but in order to become promoted in Customer Experience softskills are more important, active listening, empathy and building rapport with the customer. Having the technologies is wonderful and I feel anyone can be trained to use them expertly, but honing in on what the customer is saying takes precedence.

Bots have evolved to become smarter and more autonomous AI agents, available 24/7 to solve customer issues. These virtual AI agents are a critical part of an AI-powered CX as they allow companies to handle more interactions while personalising each one and keeping up with periods of high demand. AI has revolutionised customer experience and we are seeing companies adopting Intelligent CX. I believe we will see 100% of interactions involving AI in some capacity, with 80% being resolved without a human. Implementing AI optimises operational costs, empowering teams to focus on high-value tasks. As AI augments human efforts, customer service transforms into a revenue-driving force.

By learning how to use all the different features of a CRM system, cx professionals can better manage the entire customer journey. CRMs give a complete view of each customer's information. They make handling customer issues easier. CRMs automate sales tasks to save time. They provide data analysis on customers to understand them better. CRMs also allow teams to share customer information easily. Using a CRM fully helps giving a consistently excellent experience by accessing customer data, working efficiently, getting insights, and ensuring all teams are aligned.

A tecnologia pode trazer um série de benefícios como: - Atendimento disponível a qualquer hora do dia, aumentando a disponibilidade de suporte; - Respostas automáticas que podem resolver problemas de forma rápida e clara; - Redução de custos, como automatização de tarefas operacionais; - Coleta de dados sobre as interações, fornecendo grandes insights e auxiliando no relacionamento da marca.

Chatbots são excelentes ferramentas que podem diminuir o tempo de atendimento e evitar que a mão de obra fique focada em clientes desinteressados. Aumentando assim foco do atendimento humano nos clientes realmente interagem.

As empresas precisam pensar com a cabeça do consumidor, o chat 24/7 é mínimo, pois o consumidor muitas vezes vai buscar suporte fora do horário útil. Testar o chat ao máximo, estressá-lo a fim de entregar diversas resoluções, olhar para redes sociais com mais carinho, clientes buscam contatos padrão de início e vão para redes sociais em última instância com situações emergenciais

Omnichannel platforms remove so much admin if set up and implemented correctly. They provide convenience and speed for your customers which is an absolute must in todays day and age. However, focus here is to ensure that you map these out correctly in the first instance. That you ensure that customers don't get blocked or frustrated by being sent in circles which can so frequently happen. Take the time in setting these up and most importantly, testing them as much as possible prior to setting live. Focus should also remain on ensuring they are kept up to date.

As plataformas omnichannel agregam valor, isso resulta em uma comunicação mais eficiente, uma compreensão mais profunda das necessidades dos clientes e, em última análise, uma experiência do cliente aprimorada e mais satisfatória.

If you're aiming for a promotion in customer experience, getting the hang of an omni-channel platform like Intercom could really give you an edge. It's all about keeping communication smooth across different channels like live chat, email, and social media. With Intercom, you can stay on top of customer interactions, make communication more efficient, and make sure every customer gets a personalized experience. It's a great way to show you've got what it takes to handle customer experiences across the board.

Absolutely, it's important to master technologies like Chatbots and AI. These tools are changing how businesses offer support. Chatbots can handle common questions quickly, leaving more time for agents to focus on complex issues. AI analyzes customer data for insights, predictions, and personalized service. Mastering these technologies shows your ability to use advanced tools and improve customer experiences, helping you move up in your career.

Plataformas extremamente necessárias a gestão de carteira de clientes, visando ações para retenção e ampliação dessas. Além de ajudar nas análises de dados.

Been in Customer Service for a short while, but after having learnt efficient tools like Power BI, Google Analytics, Tableau, MySQL, I can with confidence say that these tools serve as a great medium in analysing, visualising and presenting the consumer behaviour. A great deal of metrics like CM satisfaction, sales conversion, retention, loyalty, likes and patterns can be attained via these tools. As for example, all the personalised ads we see in our day-to-day lives while browsing social media after having searched for an item/product in particular are a result of the efficiency of these tools.

Absolutely a must have and without this customer experience cannot be analysed. Understanding and using tools like Google Analytics, Tableau, and Power BI is important for improving customer experiences and making decisions based on data. These tools help businesses see how well their websites are doing, how effective their marketing is, and what customers like, leading to better customer satisfaction and business growth.

Integrações dessas plataformas, sobretudo BI, ajudam nas tomadas de decisões assertivas, como por exemplo campanhas de atração de novos clientes, ou pesquisas de climas para vendas de produtos…

CRM systems and feedback tools are essential for gathering customer feedback, but the true potential lies in data analysis. Through data analysis, we can unearth regional trends and identify specific areas needing improvement, whether they relate to people, processes, or other factors. By understanding these nuances, we can tailor solutions to address customer concerns effectively increasing CSAT and fostering customer loyalty. By tracking the effectiveness of our initiatives over time, we can iterate and adapt our strategies to meet evolving customer needs. This iterative process ensures that our efforts are aligned with customer expectations, driving sustained business success through the delivery of exceptional customer experiences.

Visual Language is dependable and adaptable. Be it literarily a representation of still life, object or scene. Otherwise unfathomable concept only seen in our visual cortex to make since. Bringing a simple representation of the context and narrative is key.

In today's business landscape, feedback and survey tools are indispensable for understanding and enhancing customer experiences. Platforms such as SurveyMonkey, Google Forms, and Zendesk offer businesses versatile means to gather valuable insights. These tools empower companies to create customized surveys, collect ratings, reviews, and suggestions, and address customer concerns promptly. By leveraging these technologies effectively, organizations not only gain a deeper understanding of customer expectations and sentiments but also demonstrate their commitment to delivering exceptional service.

Ferramentas que contribuem no processo de implantação de melhorias contínuas a partir das opiniões dos clientes, são efetivas inclusive na formulação de novos produtos e/ou serviços x

Mastering feedback and survey tools is one thing, but key here is the questions you ask, and the answer options you provide. If you get these two aspects wrong, any data you obtain becomes somewhat invalid.

Feedback is really important for everyone to grow in there career whether is right or wrong given and taken feedback is very important

This one right here! Customer preferences change rapidly these days. And anyone who wants to excel in their field needs to make upskilling a priority. Your company offer a learning platform? Use it! If they don’t, you can still skill build and it doesn’t have to cost a lot. Listen to business podcasts, take courses on LinkedIn, go to your local library, take a course on EdX, find a mentor. The world in which you could get your college degree and be set for the rest of your life are gone. Learning = earning. And shows initiative and drive!

Customer service leaders often overlook three key technologies: Voice of Customer (VoC) Technologies: These tools gather feedback from sources like social media and customer support, offering insights for improvement. Knowledge Management Systems: Despite their importance, these systems are often disregarded. They organize and share information within teams, ensuring quick access to accurate answers. Personalization Engines: These engines use data to customize experiences, fostering deeper customer engagement and loyalty, yet many businesses miss out on their potential.

If the input is good the out will be great! Learn to set processes right starting i.e. training and quality which is the key to great CX. Set your back-end processes right. Your front end customer experience is a reflection of backend quality.

Learning plays an major role in life , never stop learning,learning will help you to grow in life and develop yourself in life

While CRMs and AI are great tools that can truly make for a smoother experience, and overdependence on any tool or technology can actually be detrimental to the customer experience! At the end of the day, personal, human interactions are what will take customer experience to the next level.

Always be humble and polite never be over confident always be positive, be genuine and kind to everyone always keep an positive approach

When it comes to customer experience, staying curious about new tech is key. Empathy is crucial too; understanding customers builds strong connections. Teamwork matters for a seamless journey. Feedback is gold - it guides growth. Let's keep learning, caring, collaborating, and listening for top-notch customer experience!

Here's my advice: Dive deep into CRM platforms like Salesforce or HubSpot. They're the backbone of understanding customer interactions. Get comfy with analytics tools (Google Analytics, Tableau) to decipher customer behaviors and preferences. Embrace AI chatbots and personalization engines to automate and tailor experiences. Lastly, don't overlook the power of social listening tools to keep a pulse on customer sentiment. Mastering these technologies not only showcases your skills but also demonstrates your commitment to driving impactful customer experiences. Let's use tech to turn customers into champions!

In order to get promoted within Customer Success, I actually don't agree that you'll do this by mastering all of the tools. You should be trained on these as part of an onboarding. But, if we're focusing here on tools, and what to really understand in order to get promoted, it would be your mapped out customer journey. This will allow you to stand heads above others in being able to understand HOW your customer FEELS as they move through all of the above systems. Some of the digital tools used actually lengthen and block the CX, you'll see this in a customer journey map. By knowing this, allows you to understand the value (or not) of the other tools.