Remove 2014 Remove Competitive Advantage Remove Report
article thumbnail

How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC)

Vonage

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. How to future-proof your contact center technology and find your competitive advantage. It’s not the product.

article thumbnail

What Every C-Suite Leader Needs to Know about Customer Experience

Experience Investigators by 360Connext

Customer Experience Creates a Competitive Advantage. The Adobe and Econsultancy 2021 Digital Trends Report ). The Adobe and Econsultancy 2021 Digital Trends Report ). Deloitte & Touche, Customer Centricity 2014 ). That means higher employee retention and reduced hiring costs. It’s a total win/win.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

article thumbnail

5 Reasons to Boost Self-Service Using AI in Today’s Property Market

CSM Magazine

It’s a trend that’s set to continue and offers huge opportunities for property agents and landlords to improve the customer experience and drive competitive advantage. Tenants use the AI to report maintenance and repair issues via the website or app. After reporting the fault, tenants receive an instant reply.

article thumbnail

Customer retention analytics: 5 strategies to reduce churn with data

Thematic

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). One way many companies are finding a competitive advantage is through customer retention analytics. Keen to know more?

article thumbnail

How to avoid common pitfalls in your DEI strategy

Qualtrics

That’s up from 21% in 2017 and 15% in 2014. Likewise, companies in the top quartile for ethnic diversity were 36% more likely to outperform on profitability – up from 33% in 2017 and 35% in 2014. In 2020’s Diversity Wins , for example, McKinsey discuss the progress of hundreds of companies they’ve been tracking since 2014.

article thumbnail

What’s Your Mobilization Strategy?

Alliance by IFS

Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. More than half of companies have already deployed mobile field service management solutions.