CSM Magazine

OCTOBER 25, 2022

The firm has also reported improvements in staff sentiment/morale as a direct result of receiving motivating feedback and seeing improvements in customer satisfaction metrics. They’re a great example of a customer feedback process done right”. Set up in 2010 by Guy Letts, who previously worked at technology firm, The Sage Group plc.

Net Promoter Score 52

Net Promoter Score Insurance Feedback Software 52

Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots provide 24/7 customer support.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Forrester's Customer Insights

JANUARY 9, 2020

But certain changes are undeniable — after all, we entered 2010 at a time […]. During this time of thoughtful retrospection, it’s easy to exaggerate how dramatically the world has changed, thanks to cognitive bias.

Consumers 26

Consumers Innovation Customer Insights Data 26

Forrester's Customer Insights

JANUARY 21, 2016

Certainly some acquisitions in the enterprise marketing technology arena are now looking like foolish decisions. Teradata acquired Aprimo in late 2010 for $525 million, and then added smaller acquisitions of eCircle, Argyle Social, Ozone, Apoxxee, and FLXone - the last pick-up coming less than one month before the sell-off announcement.

Ecommerce 20

Ecommerce Software Technology Marketing 20

Qualtrics

MAY 12, 2021

One of the best examples of successful design thinking comes from the launch of Uber in 2010. And that was the starting point for Uber — rather than replicate the way taxis had always been done, they went outside-in and re-imagined the experience by applying creative thinking to the customer’s problems. The result?

Study 26

Study Policies Competitive Advantage Feedback 26

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. Customers simply expect better when soliciting support on mobile.

Trends 40

Trends Brands Customer Experience Survey 40

Experience Matters

NOVEMBER 6, 2014

In case you missed it, the VoC technology provider Allegiance was purchased by Maritz Holdings and then combined with Martiz Research (a part of the acquiring company) to form MaritzCX. MaritzCX can offer a strong technology platform and a strong services capability. Integrate with other applications like CRM and workforce management.

CRM 300

CRM Government Analytics Feedback 300

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? Changes are also brought about by new technology. However, neither customer relations nor customers allow improvisation. AI is not a future technology.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? Changes are also brought about by new technology. However, neither customer relations nor customers allow improvisation. AI is not a future technology.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Insights: Mobility.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40