West Monroe

FEBRUARY 13, 2023

In this episode, Betsy Zeigler, CEO of the nonprofit innovation hub 1871, discusses how her organization works to unlock and accelerate innovation at organizations of all stages. As for our services, we focus on some primary points that help guide companies based on their level. Everything is designed digital.

Innovation 52

Innovation Company Groups Strategy 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Unified CXM integrates data sources, creating a holistic customer view and ensuring consistency.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

West Monroe

APRIL 19, 2023

The future of healthcare is digital. Telemedicine and online pharmacies continue to impact existing industries while legacy healthcare payers and providers are making strides to create digitally agile organizations. The data highlighted five key areas of opportunity for healthcare organizations.

Healthcare 52

Healthcare Insurance Report Data 52

West Monroe

SEPTEMBER 14, 2023

Six considerations for strengthening your SRM program While technology is a key enabler of supplier risk management today, effectiveness depends on having a more well-rounded approach. But responses also hinted at better news on the supply chain front—45% of executives surveyed cited the supply chain as a primary challenge.

Management 52

Management Effort Score Competitive Advantage Government 52

West Monroe

SEPTEMBER 14, 2023

Six considerations for strengthening your SRM program While technology is a key enabler of supplier risk management today, effectiveness depends on having a more well-rounded approach. But responses also hinted at better news on the supply chain front—45% of executives surveyed cited the supply chain as a primary challenge.

Management 52

Management Effort Score Competitive Advantage Government 52

SurveySensum

MARCH 28, 2024

With schedules that change more often than your favorite influencer’s outfit, squeezing in a job and extracurricular activities, managing your time becomes a complex puzzle. But, with the pressures of academic life bearing down, adopting effective strategies for student productivity isn’t just desirable, it’s essential.

Strategy 52

Strategy Study Roadmap Exercises 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Also, I was happy to see a lot of new authors coming out of Europe, talking about CX, EX, and Design with very interesting perspectives. The books are not in order of preference; all are very good.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Education Services Group

MARCH 27, 2023

Checking in on some of our predictions, I’ve recorded some data from reports across the industry to get a snapshot of how we’re faring both from an overarching perspective and from our customers’ points of view. PwC ) 88% of customers believe trust becomes more important in times of change.

Report 52

Report Customer Success ROI Trends 52

SurveyGizmo

SEPTEMBER 28, 2017

The balance of art and science in consumer experience data are clearly tilting to the science — with more systems than ever becoming collection points,” says Kroner. During each one of the following touch points, decisions can be derived from the experience to further tweak and refine it. Now, you have a purchase history.

Data 128

Data Omni-Channel Loyalty Programs System 128

Totango

MARCH 12, 2021

In the SaaS industry and in other industries borrowing its insights, the modern customer journey has been reconceived from a more customer-centric perspective. The traditional customer journey had previously been viewed from the perspective of the seller. Conversion: the prospect makes a purchase and becomes a customer.

Customer Journeys 65

Customer Journeys Net Promoter Score Effort Score Metrics 65

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. open-ended, multiple-choice, and scale questions), and balancing quantitative and qualitative data for a comprehensive view.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

West Monroe

SEPTEMBER 14, 2023

Six considerations for strengthening your SRM program While technology is a key enabler of supplier risk management today, effectiveness depends on having a more well-rounded approach. But responses also hinted at better news on the supply chain front—45% of executives surveyed cited the supply chain as a primary challenge.

Management 40

Management Effort Score Competitive Advantage Government 40

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. Delivering exceptional customer experiences to them has fast become a top priority for businesses and 2019 will be no different. We recommend three key approaches to get there: 1. Unified Customer Experience. Proactive Support.

Omni-Channel 63

Omni-Channel Engagement Multi-Channel Customer Engagement 63

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. With the right tech, your center can waltz through challenges and deliver stellar service.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SurveySensum

APRIL 1, 2024

It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience. It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience.

Brands 52

Brands Case Study Social Media Feedback 52

West Monroe

APRIL 27, 2022

In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels. The expansion and upsell motion also become critical to maximize the lifetime value of the customer. Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building.

Software 52

Software e-support Multi-Channel Industry 52

West Monroe

APRIL 27, 2022

In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels. The expansion and upsell motion also become critical to maximize the lifetime value of the customer. Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building.

Software 52

Software e-support Multi-Channel Industry 52

West Monroe

JANUARY 24, 2022

And our analysis and experience suggest that becoming a digital organization will be the linchpin for realizing improvements in operational KPIs, financial performance, and ultimately exit multiples. PE deal teams should be aiming to underwrite technology and think digitally within their deals. Introduction.

Analytics 52

Analytics Technology Analysis Trends 52

West Monroe

MARCH 8, 2022

Now, with cloud platforms, organizations can use big data to analyze operations, spot trends, and provide insight to the shop floor to improve productivity or address other goals. Manufacturing executives have been overwhelmed with messaging around information and operational technology (IT/OT) convergence.

Data 52

Data Roadmap Leadership Technology 52

BirdEye

FEBRUARY 29, 2024

The study reveals key insights into the dynamics of customer feedback: Online reviews grew by 5% over 2023. In a field where selecting a trustworthy guide can make or break a deal, and the power of reviews becomes undeniable. Google reviews soared by 15%, capturing 79% of all online reviews.

Examples 59

Examples Trends Financial Communication 59

CloudCherry

JANUARY 21, 2020

The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization. VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. Today, there is good news and bad news about VoC.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ReviewTrackers

JULY 12, 2019

They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience. Automotive sector becomes more customer-centered. This makes automotive shopping typically more daunting.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Gainsight

JANUARY 11, 2021

He says that one of the benefits of having a Customer Success organization is that it helps grow existing customers’ maturity, encouraging them to use more of Boomi’s products and increasing ARR. As the company was growing, we started to have customers, but there was no ownership or perspective of that customer lifetime. I love that.

Customer Success 52

Customer Success Customer Experience NPS Sales 52

ReviewTrackers

JULY 12, 2019

They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience. Automotive sector becomes more customer-centered. This makes automotive shopping typically more daunting.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

SurveySensum

FEBRUARY 20, 2024

Look for patterns, trends, and recurring themes in the feedback to identify common expectations and pain points. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. How does it make you feel? Valued & happy, right? So, are you ready?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Look for patterns, trends, and recurring themes in the feedback to identify common expectations and pain points. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. How does it make you feel? Valued & happy, right? So, are you ready?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

West Monroe

JANUARY 23, 2022

Historically, each point of the triangle has had a vital role to play in achieving favorable outcomes—for patients and other stakeholders—but they have typically operated under somewhat different sets of goals and incentives. But where is the industry headed from here? The answer is nuanced, of course. The industry at a glance.

Healthcare 52

Healthcare Multi-Channel Consumers Trends 52

West Monroe

JANUARY 24, 2022

High-tech and software (HT&S) companies continued to enjoy enviable growth rates and sky-high valuations in 2021 thanks to strong demand for products that supported digital engagement during the global pandemic and record-breaking levels of M&A activity. Overarching trends have widespread influence.

Software 40

Software Trends Self Service B2B 40

West Monroe

FEBRUARY 23, 2022

In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model. From our perspective, there are three primary drivers behind the movement toward a factory of the future. Your operating model: Moving from traditional to digital. All Rights Reserved.

Leadership 52

Leadership Culture Training Technology 52

Esteban Kolsky

MARCH 13, 2018

We had 12 questions that were not answered, in addition to the 3 I was able to answer during the webinar. These efficiency improvements deliver value to the organization and the client that can get something they likely couldn’t before or took too long. (lengthy post warning: over 4,000 words). I wasn’t even close. Man, was I off.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147