CSM Magazine

MARCH 24, 2022

According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience. Adhere to changing expectations. About the Author.

Retail 119

Retail Self Service Customer Experience How To 119

Retently

JULY 28, 2023

Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO). 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.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Retently

OCTOBER 19, 2018

A generic response would be that the CCO position got its start the moment major companies began wondering whether or not they should have a supervisor responsible for the overall customer experience. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. However valuable the “higher tier” customers may be, most loyalty programs overlook casual leisure travelers, and less-frequent business travelers, who form a significant (if not the majority)[iii] customer base.

Hotels 40

Hotels Hospitality Loyalty Travel 40

CX Ahead

FEBRUARY 27, 2018

They understood there was a desire for consumers not to be house-bound to play games. Identifying this as a significant customer pain point, they filled the gap and went on to sell more than 100 million devices. This article was first published on CX Network.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

CSM Magazine

JANUARY 22, 2020

Teliax, a global leader in innovative voice connectivity and communications platforms, today announced its partnership with customer experience software provider QuandaGo to deliver a Contact Center-as-a-Service (CCaaS) platform to its worldwide customer base of carriers and service providers. About Teliax.

Self Service 52

Self Service Contact Center Chatbots Omni-Channel 52

CSM Magazine

OCTOBER 9, 2019

That’s an industry and government definition; to us they are part of our valued customer base. These varied services have one thing in common: they directly impact the consumer experience. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Airlines 45

Airlines Customer Satisfaction Hotels Retail 45