Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self Service 60

Self Service Exercises Analysis Call Center 60

ChurnZero

FEBRUARY 1, 2019

“That success imperative in education is what makes me excited to enhance every step of the Ellucian customer experience, and partner with institutions across the globe to maximize the value of their technology investments.”. Chad is based in Atlanta and has called it home for almost 20 years.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

SmartKarrot

FEBRUARY 16, 2022

B2B organizations that offer e-commerce personalization record 30% more sales as compared to their competitors who don’t provide such an experience. How has social media provided a level-playing field to customer experience in the business world? How are businesses retaining customers using customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

BirdEye

FEBRUARY 23, 2024

External communication in an organization takes the form of: B2B communication: Formal interactions (proposals, presentations, press releases) with stakeholders like clients, investors, media, and government, aiming to build relationships and secure deals. Includes Internal communication, external communication, customer service, etc.

Communication 64

Communication Multi-Channel Culture Social Media 64

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

JANUARY 28, 2021

I joined in 2012. I first started as an intern and then as an analyst on our projects, then as a project manager on our projects and now I'm on the business development team - so I'm here to talk about everything we do. You know, you joined PeopleMetrics in what, 2012 you said? Kirk: 2012, yeah.

Feedback 62

Feedback Customer Experience ROI Industry 62

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page report developed by COPC Inc. A similar story also emerged for CSAT measurement. About the CXMB Series.

Survey 40

Survey Customer Experience Social Media Measurement 40

BirdEye

MARCH 10, 2022

Google+: Google+ was Google’s social media network that launched back in 2012. The post Google Business Profile, how to optimize & manage your profile appeared first on Birdeye Customer Experience Management. Your Google My Business profile is not related to the discontinued Google+ in any way.

Management 87

Management How To Guidelines Video 87

Bob Hayes

OCTOBER 23, 2015

I will be attending the event as their guest and will be sharing what I learn via social media. Consider the overestimation that Google Flu Trends made regarding flu rates in 2012. The event will, no doubt, help companies understand how to use analytics to get insight from their data.

Data 40

Data Social Media Analysis Analytics 40

Michel Falcon Experience

MARCH 12, 2019

And it was ‘Customer experience management’ And it made sense to me. ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture Employee Engagement Company Engagement 12