Avaya

OCTOBER 25, 2017

Key service roles are more customer focused, and alternative channels improve engagement. Three years later, an impressive 99% of customers rate the bank’s video service as “excellent.”. Touch screens in branches provide both product information and the ability to directly manage accounts online.

Banking 58

Banking Innovation Brands Self Service 58

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Prevent customers from making negative associations with your brand by creating positive microinteractions. Are you ready to make 2015 even better?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Tricia Morris

JUNE 4, 2015

But for customers, only 28% participating in the same survey felt their issues with a brand were dealt with very effectively – 41% felt the brands were somewhat ineffective or very ineffective in dealing with their issue. Honesty and trustworthiness are also seen as key to the customer in brand perception.

Brands 40

Brands Customer Service Net Promoter Score Survey 40

Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) We are living in a post-sale, on demand, attention economy. ~ Ray” Wang.

CRM 40

CRM Customer Focused Self Service Conference 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Bell is a renowned keynote speaker and the author of several best-selling books.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40