Think Customers

APRIL 5, 2016

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9

Airlines 40

Airlines Report Customers Customer Engagement 40

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. That approach yielded unimaginable yet remarkable anecdotes such as reps sending flowers if a customer fell ill, chatting with customers about their families (average handle time wasn’t a metric) and sending free replacement products if orders were reported defective.

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

PeopleMetrics

NOVEMBER 22, 2019

Employees see the positive and negative experiences reported by customers, and with so many bright posters lighting up the office, they are excited and informed! He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Looking for creative ways to talk about CX?

Communication 54

Communication CEM Touchpoint Software 54

Bizagi

AUGUST 18, 2020

McKinsey found that 77% of automation companies are reporting strong or very strong disruption to their demand as a result of the Coronavirus. Indeed FANUC, a robotics manufacturer in Japan, has been operating a lights-out factory since 2001. Consider this: Forbes reported in 2016 that just 33% of businesses were pursuing Industry 4.0

Comparison 64

Comparison Course Industry Technology 64

Kerry Bodine

OCTOBER 12, 2016

Over the past several years, designers and reporters have produced panic-stricken headlines like “The Rapidly Disappearing Business of Design,” “The Timely Death of the Imperious Global Design Agency,” and “Silicon Valley Killed the Design Agency.”. Service design agencies are here to stay. Here’s why: Money isn’t everything.

Consulting 120

Consulting Financial Conference Industry 120

Kerry Bodine

OCTOBER 12, 2016

Over the past several years, designers and reporters have produced panic-stricken headlines like “The Rapidly Disappearing Business of Design,” “The Timely Death of the Imperious Global Design Agency,” and “Silicon Valley Killed the Design Agency.”. Service design agencies are here to stay. Here’s why: Money isn’t everything.

Consulting 120

Consulting Financial Industry Touchpoint 120

GlowTouch

JUNE 22, 2021

It isn’t just about finding bugs and sending error reports. And all are trained to dig beneath the surface and solve software bugs, so you don’t get reports with the same issues again and again. At GlowTouch, Our Goal is to Provide Complete Peace of Mind that Your Software Will Deliver an Exceptional, Error-Free Customer Experience.

Software 52

Software Analysis System Policies 52

Innovative CX

FEBRUARY 13, 2020

Miller originally published in 2001. Initially these escalations would land on the CEO’s desk who in turn would send them to his direct reports seeking a rapid resolution. I enjoy re-reading business books of the past that I used to aid in my professional development at some point in my career.

Customer Experience 52

Customer Experience Guidelines Customer Service Representative Policies 52

Oracle

JANUARY 6, 2020

For example, Capgemini reports that one-click payments , which allow buyers to bypass the singular cart-facilitated collection point, are proving enticing to some online retailers, while spread payments , in which an automatic payment plan streamlines the checkout process, look promising to others.

Abandon Rate 46

Abandon Rate Automotive Retail Banking 46

PeopleMetrics

AUGUST 7, 2019

There are a plethora of publicly available studies and reports available for you to use to bolster your case. Here are two to get you started: Forrester has a must-read report called “Why CX? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Leadership 70

Leadership ROI CEM How To 70

Beyond Philosophy

JANUARY 27, 2022

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. For example, according to the Gartner Group, Reichheld wrote 55 percent of all CRM projects do not produce results.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

Magellan Solutions

FEBRUARY 2, 2022

2001 : The Contact Center Association of the Philippines (CCAP) was established during Mar Roxas’ term as the DTI Secretary. 2013 : In this year, around 900,000 Filipinos were reported working full-time in the industry. 2000 : The BPO industry contributed 0.075% to the country’s GDP. 2005 : The Philippine BPO industry contributed 2.4%

Call Center 75

Call Center Industry Contact Center Government 75

Customer Interactions

JULY 7, 2015

Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). Big data and its challenges are not a new phenomenon.

Data 28

Data Conference Report Customers 28

SurveySparrow

MARCH 10, 2020

You can integrate Pardot with Salesforce CRM , leverage email marketing, automate lead nurturing, receive real-time sales alerts, monitor prospect interaction on your site, measure the ROI supported by closed-loop reporting and get insightful ROI reports. Pardot definitely is quite helpful as a marketing automation platform.

Software 52

Software Marketing ROI Multi-Channel 52

Merkle

SEPTEMBER 3, 2018

Agile development has been rapidly growing in popularity in the data science world since its formal inception in 2001. This approach requires significant project governance including reporting, risk management, hand offs and documentation. Frenemy: A person with whom one is friendly despite a fundamental dislike or rivalry.

Data 40

Data Government NPS Resources 40

Kayako

AUGUST 18, 2016

This sometimes-overlooked or rushed step in the hiring process is crucial: A recent report conducted by the Talent Board found that job descriptions are the most important job-related content that candidates look for when researching a job. You can trace us back to 2001. Outlines the basic skills a candidate needs.

Customer Service 120

Customer Service Customers Customer Service Representative Culture 120

Gainsight

OCTOBER 19, 2018

While some may think of Terminator, HAL from Odyssey 2001, or Data on Star Trek, the products of data science have very realistic uses and are deeply embedded in our everyday lives. If you don’t work in or closely with the data science space, the term can sound like something out of a science fiction world.

Customer Success 100

Customer Success Data Strategy Analysis 100

NetBase

DECEMBER 4, 2019

After turning down Google, Excite and @Home Network merged – and subsequently went bankrupt together in 2001. Hard to tell, as we’re left with lots of speculation and some after-the-fact reporting. At that point in time, Excite was focused on and distracted by broadband, and merging with a provider of it – the @Home Network.

Data 52

Data Analytics Social Media Trends 52

Helen Dewdney

NOVEMBER 6, 2020

One of the first reported boycotts in England goes back to 1971. Supporters of the campaign established the Tap Water Awards which were given to Edinburgh Festival Fringe performers between 2001 and 2006, in a campaign of opposition to the high profile Perrier Awards (Perrier is owned by Nestle). Is it to raise awareness of an issue?

Sports 75

Sports Poor Customer Service Consumers Social Media 75

PeopleMetrics

JULY 31, 2018

Then market researchers create a report that quantities these comments—such as 43% of people mentioned Wi-Fi as a problem, 16% mentioned the spa as an issue, and so on. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Click here to download the book.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Beyond Philosophy

MAY 17, 2016

Murphy is identified as abrasive, abrupt, and insensitive, just a few of the unflattering characterizations of her interviewing and reporting style on the program. When they get to d escriptions of Murphy, however, the perceptions turn to sharply negative. The reality is that all levels of management should share in this.

Groups 74

Groups Analysis Consulting Sales 74

Magellan Solutions

MAY 21, 2019

A multinational BPO and a US-based company, meanwhile, started to open their Philippine branches in 2001 and 2003, respectively. Three years later, the Special Economic Zone Act was passed by the Congress which paved the way to the creation of the Philippine Economic Zone Authority. It has generated jobs and increased the country’s GDP.

Industry 45

Industry Call Center Culture Analytics 45

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies). Save time writing reports.

Marketing 37

Marketing Survey Analysis Social Media 37

Wired and Dangerous

MAY 5, 2021

As reported, NHS Digital have added a Shielded Patient Flag (previously also known as a Vulnerability flag) to the NHS Summary Care Record (SCR) of patients who are on the shielded patient list. However, it will imply to perform monitoring and reporting activities included in the SGA, according to its Annex 1 Description of the Action.

Government 91

Government Financial Sales System 91

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Power and LMC Automotive.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. Lee Willis reports, “The chatbot is doing its job, the reduction in the volume of live chats was instantaneous. It’s a very positive working relationship.”.

Self Service 105

Self Service Chatbots Effort Score Hospitality 105

Kustomer

FEBRUARY 29, 2024

Reporting and analytics Like most customer service software, Gorgias includes an in-built reporting and analytics feature. In Gorgias, the majority of reporting occurs under the Statistics category. Heavily data-driven organizations may find Gorgias’ reporting insufficient.

e-support 52

e-support Feedback Multi-Channel Self Service 52

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Ready to close the loop? Contact PeopleMetrics: About the Author.

ROI 83

ROI CEM Software Feedback 83

Help Scout

JUNE 24, 2021

Many help desk tools have similar feature sets; things like a shared inbox and reporting tend to be pretty standard. Kayako originally set out in 2001 to make a more usable help desk. It’s help desk software that includes most standard features like a shared inbox and reporting capabilities.

Tools 84

Tools Self Service Knowledge Base How To 84

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

CEM 70

CEM Marketing Voice of Customer Video 70

ClearAction

MARCH 20, 2020

may be much more fun for customers to answer than typical rating questions that are in essence like a teacher issuing a report card — blah! During the many years I was voice-of-the-customer manager I struggled to combine the supplier report cards we received from our customers such as IBM, Motorola, Texas Instruments.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. This was one of our first looks at the reporting that we had in the application. Sean McDade: Alright, I'll kick it off.

Feedback 62

Feedback Customer Experience ROI Industry 62

PeopleMetrics

MAY 28, 2020

And remember that quantitatively reporting root cause tags and actions provides another level of insight. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up RCA today! Contact PeopleMetrics: About the Author.

Analysis 87

Analysis CEM ROI e-support 87

Kustomer

APRIL 16, 2020

It was probably just around the.com, so 2000, 2001. And then as you start triaging through those, then it’s like what are the next level of… let’s actually sit down with the agents or the reporting, and look at what are people reaching out to us about. Gabe Larsen: (02:10). What was this 1970, 1960?

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

CSM Magazine

APRIL 28, 2022

As a business owner, you are responsible for reporting and sending PAYG tax to the Australian Taxation Office (ATO). Lodging annual reports with the ATO; Payroll tax is imposed by each of the states and territories and will differ depending on where your business is located. Workplace Health and Safety Obligations.

Training 52

Training Government Report Measurement 52

PeopleMetrics

AUGUST 7, 2018

In fact, NPS is regularly reported in some quarterly results, and it has become the de facto standard for how well companies are doing with their customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is why this lesson is so early in the book.

NPS 70

NPS Net Promoter Score CEM Metrics 70

SurveySparrow

DECEMBER 4, 2020

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.” Thanks to its advanced reporting feature and analytics feature, you will be able to take business decisions that will affect your company positively.

Comparison 52

Comparison Survey Net Promoter Score Tools 52