Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media e-support Chatbots 63

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes.

Study 48

Study Financial Customer Centricity Employee Experience 48

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. This piece was originally published by Huffington Post on January 4, 2018. Ease of use will be the driving factor.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 48

ROI Effort Score Study Financial 48

COPC

SEPTEMBER 9, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. By the middle of 2018, the average daily volume of self-service was 4.84 million from over 300 million users.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

COPC

SEPTEMBER 3, 2019

In 2018, our forecasting accuracy had reached 96%. The biggest challenge has been Ant Financial’s vision of our Customer Service Department achieving innovation with the assistance of new technology and improving its capability with the transformation of digitization via bold exploration. million from over 300 million users.

Financial 40

Financial Self Service System Customer Satisfaction 40