ShepHyken

FEBRUARY 18, 2024

In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing. My Comment: Our friends in Africa have written an excellent article about technology and CX. It’s actually a summary of a special report, which you’ll have to download.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Beyond Philosophy

JANUARY 27, 2022

In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.” Well, the ACSI just reported that 70 percent of businesses that may or may not have focused on CX did not produce an increase in customer satisfaction scores.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

SurveySparrow

DECEMBER 4, 2020

There was a time when conducting surveys was a time-consuming process, but thankfully, that is not the case anymore, thanks to technology. Medallia vs SurveyMonkey: Medallia: Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.”

Comparison 52

Comparison Survey Net Promoter Score Tools 52

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. Post Taj, I moved to the telecom industry and worked with Lucent Technologies but by then, I had found my calling. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SmartKarrot

JANUARY 18, 2022

A report from Bain & Company predicted that “Indian SaaS companies will reach $30 billion in revenue by the year 2025”. The report also highlighted that the spending in space went up to 170% in 2020. The SaaS company arranges and promotes a variety of e-sports leagues for gamers. Like what you are reading?

Company 11

Company e-support Customer Journeys CRM 11