2016, Customer Care, Management and ROI - Customer Experience Update

5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI

ROI Feedback Survey Financial

CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends

Trends Self Service Contact Center Omni-Channel

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

Omni-Channel

Omni-Channel Customer Service Trends Contact Center

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Manual Call Reviews? Theres a Better Way!

MORE WEBINARS

Advancing Service Together: The Event for Leaders in Customer Care, Service & Support

CSM Magazine

MARCH 16, 2016

Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. What is Field Service USA? Innovation. Progression.

Customer Care

Customer Care ROI Innovation Meeting

3 Key Trends That Are Transforming the Customer Service Industry

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service. About the Authors.

Trends

Trends Industry Customer Service Chatbots

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel

Omni-Channel Connections Contact Center Customer Experience

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Why Is It Important to Balance Cost, Quality and Customer Service? What Does This Latest Release Feature?

Innovation

Innovation Gamification Management Comparison

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center

Contact Center Net Promoter Score Connections ROI

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center

Contact Center Net Promoter Score Connections ROI

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business.

Case Study

Case Study Study Innovation Leadership

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. examples: talent management). Digital Marketing Transformation.

Omni-Channel

Omni-Channel Customer Experience Customer Service Innovation

What a Customer First Strategy Means Post Pandemic

C3Centricity

AUGUST 17, 2020

Contact us today for more information on adopting a customer-first strategy. With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients.

Strategy

Strategy Customer Centricity Social Media Analysis

How Your Business Can Quickly Adopt a Customer First Strategy

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients. Even worse, the customer care centre was seen as mere complaint handlers.

Strategy

Strategy Poor Customer Service Social Media Analysis

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience

Customer Experience Customer Service Social Media Consulting

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience

Customer Experience Customer Service Social Media Consulting

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

MAY 9, 2016

Instead of having silos trying to each engage with the customer, suites provide the opportunity for employees to collaborate when engaging with customers (especially when the organization change management issues are dealt with from a leadership point of view.)

Conference

Conference Report Social Media Case Study

Customer Experience Update

5 Radical Changes to VoC of the Future for ROI Maturity

CCaaS Trends: The Evolution of Cloud Contact Centres

Webinars

Trending Sources

5 Top Customer Service Articles For the Week of November 14, 2016

Webinars

Advancing Service Together: The Event for Leaders in Customer Care, Service & Support

3 Key Trends That Are Transforming the Customer Service Industry

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Innovations in Performance Management: Verint’s Workforce Optimization

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

What a Customer First Strategy Means Post Pandemic

How Your Business Can Quickly Adopt a Customer First Strategy

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

From The Field: Oracle CX Conference 2016 Report

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