When it comes to adopting new philosophies, practices, and technologies, businesses tend to give disproportionate focus on the sales process. While the sales process is a vital aspect of increasing revenues through initial conversion, around 60% of buyers say that they would switch to a new brand in a given industry after one bad customer service experience. This figure only begins to demonstrate the overwhelming importance of offering a personalized, efficient customer service system.

In the modern world of B2B, all organizations now have to be hyper-focused on service. And not just within the customer service teams, but right across the entire fabric of the organization. Good customer service across the board is an organization’s key to customer retention and expansion.

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric, for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no.

To help you, our readers, get to know the humans behind Netomi, we chatted with Rupal Nishar, our VP of Customer Success, about the company’s customer-first approach, and trends in the world of CX/CS today. Here’s what we uncovered in our Q&A with Rupal Nishar.

It’s no secret that people expect great customer service wherever they go. A survey found that 95% of customers say that customer service is key for brand loyalty. More than 60% of those same customers say that they have deserted a brand and switched over to a rival company because of poor customer service. However, any growing business is bound to face the difficulties of scaling their customer service operations, especially if they’re old-fashioned.

The customer service management process is a crucial part of maintaining customer relationships. It helps businesses keep track of customer interactions, identify and resolve customer issues, and ensure quality and consistency in the customer experience. By understanding the key points of contact in the customer service management process, businesses can ensure they are providing the best possible service to their customers while also improving their bottom line.

Some words are used so often that their meaning is blunted or outright transformed. One of these such words is “success,” and depending on the reader, can mean anything from “victory” to The Weather Girls’ album. As far as Customer Success teams are concerned, it leans towards the former (sorry fans of 1980s post-disco, your day will come).

Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise.

One thing about employee experience is very clear: Workers don’t want to go back to the days of long commutes and uncomfortable pants. Collectively, workers are calling BS on “the way it’s always been done” in favour of flexible work and healthier work-life boundaries. Instead of drawing a line in the sand, now is the time to bring your employees to the collaboration table and start problem-solving. In the future of work, employees are your most important stakeholders.

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Several of us from Netomi attended these two days of thought-provoking sessions about digital transformation in the financial services world, and, like sponges, absorbed the content, nodding our heads along the way.