Lumoa
MARCH 5, 2018
For a growing number of B2B companies, the pathway to growth will be through CEM. So did omnichannel communications and personalization. Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. Many B2C CX practices have become universal.
Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.
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Beyond Philosophy
MAY 14, 2015
Parature is a research and advisory firm specializing in communicating service-centric best practices. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Knowing this, it is critical that you plan your self-service options well.
ENGAGE.cx
JULY 9, 2015
The key to offering a holistic experience across all touch points is to develop the infrastructure that allows for knowledge sharing and smart communication. Are they really providing value to the customer? The result is a beautiful implementation of art and science – an empowered ecosystem – the ultimate customer experience.
ENGAGE.cx
JULY 9, 2015
The key to offering a holistic experience across all touch points is to develop the infrastructure that allows for knowledge sharing and smart communication. Are they really providing value to the customer? The result is a beautiful implementation of art and science – an empowered ecosystem – the ultimate customer experience.
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