Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize also allows you to define the time periods over which trends are calculated depending on their unique business context, with options for every 30 minutes, 1 hour, 3 hours, or 1 day, based on the most recent interactions data from users. The time is based on timestamp data in your interactions dataset.

Trends 85

Trends Interaction Groups Training 85

Team Support

JANUARY 20, 2021

Most customer support interactions today are reactive, but proactive support is on the rise. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

Storyminers

JULY 6, 2020

He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. She has served clients as an independent consulting partner since 2004. is a former techie turned people skills guru who turns interaction obstacles into business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. She has served clients as an independent consulting partner since 2004. is a former techie turned people skills guru who turns interaction obstacles into business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Workout - Ideas Blog

DECEMBER 22, 2020

Brands that let people down, on the other hand, evoked anger and frustration among an average of 61% their customers (versus 15% in 2019). Gratitude was evoked, on average, by 32% of respondents (up from 5% in 2019). God, luck, fate) has intentionally acted to improve the beneficiary’s well-being” (Fredrickson, 2004, p.

NPS 52

NPS Financial Survey Effort Score 52

CSM Magazine

DECEMBER 12, 2019

According to Verizon’s 2019 Payment Security Report , (PSR) there has been a negative trend globally for companies reporting full compliance with PCI DSS. implementing an Interactive Voice Response (IVR) Payments system is an option that is often used by large contact centers. in 2012 to a high of 55.4%

Contact Center 52

Contact Center Call Center Call Recording Report 52