CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Can Tech Keep Customers Close While Colleagues Work Remotely? Enhancing Customer Experience.

Insurance 98

Insurance How To Chatbots Wait Times 98

West Monroe

NOVEMBER 28, 2022

Episode 6: What does it mean to put the customer first? Listen to " What Does It Mean to Put the Customer First?" Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. You've spent most of your career helping companies create customer experiences to grow their businesses.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks.

How To 143

How To ROI Study Customers 143

Second to None

MARCH 8, 2019

Additionally, research that examined the link between Glassdoor ratings and stock returns revealed that those with high employee satisfaction substantially outperformed the the general stock market by earning 1.35 2] Employee Burnout. In customer experience, we consistently look at consumer data to inform our decisions and initiatives.

Study 48

Study Financial Customer Centricity Employee Experience 48

Customer Bliss

JANUARY 24, 2017

One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we sometimes think. The Three Phases of the CCO Role.

Loyalty 100

Loyalty Leadership System Engagement 100

Forrester's Customer Insights

MARCH 17, 2020

This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations. Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant.

Strategy 37

Strategy Financial Customer Change Healthcare 37

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Research from the National Safety Council found organizations spend more than $15,000 annually on each employee experiencing mental distress, between healthcare services, days lost, and the costs of turnover.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Forrester's Customer Insights

MARCH 17, 2020

This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations. EHRs have decimated physician productivity, while patient satisfaction remains stagnant.

Strategy 26

Strategy Financial Customer Change Healthcare 26

Maru Group

APRIL 8, 2020

We exchanged a few funny anecdotes about working from home experiences – dogs barking in the background of conference calls and employees wearing professional tops with pajama pant bottoms on video conferences. Delivering a Positive Customer Journey Amidst a Pandemic.

Brands 52

Brands e-support Conference Measurement 52

Qualtrics

AUGUST 7, 2019

I’m an engineering manager on the Digital Experiences team at Qualtrics. I moved to Seattle in 2009, worked as an SDET on the SharePoint Developer team for another 3 years, and then transitioned to SDE role in the Microsoft SQL org. It meant more impact and more hands-on experience with scaling software.

Software 36

Software Management Healthcare Culture 36

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. When an organisation’s offerings are simple and easy to adopt or use, people are prepared to pay a premium for the simpler experiences. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Qualtrics

NOVEMBER 1, 2019

As tech continues to significantly change the landscape of healthcare, it’s more important than ever that companies understand and respond to the experience of patients. This morning my husband and I were discussing the newest disruption in healthcare: companies who send employees across the country to get medical treatment.

Healthcare 20

Healthcare Hospitality Consumers System 20

Qualtrics

NOVEMBER 11, 2019

When you add to those challenges the need to translate your working experience in the military to civilian equivalents, or not having interviewed for a job before, the difficulty can amplify for a person leaving the military. Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. CN: Practice!

Tips 30

Tips Leadership Consulting Connections 30

Talkdesk

MAY 23, 2019

What brought you to working on customer experience today? But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing. I don’t really have a career.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

Qualtrics

NOVEMBER 11, 2019

Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. I retired in 2009 and was an entrepreneur and author before coming to the mighty Qualtrics. NL: The responsibility to translate military experience into relevancy for a role is entirely on the veteran. I served active duty in the U.S.

Leadership 4

Leadership Management Tips Culture 4