Confirmit

NOVEMBER 16, 2020

Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers. Situation : A top goal for 2018 is hiring key talent.

Communication 81

Communication Leadership Airlines Social Media 81

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Faulty CXM Trajectory.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. For example, Real-Time Speech Analytics can identify a problematic situation that requires manager intervention.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

CX Journey

DECEMBER 19, 2018

It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. Clearly, there are a lot of benefits to setting up and managing a customer advisory board - from listening to networking and relationship building.

Meeting 90

Meeting Metrics Trends Feedback 90

West Monroe

FEBRUARY 8, 2019

While much of the United States saw continued economic growth in 2018 (with historically low unemployment rates) and expect continued growth (albeit, at a slower pace), we are 10 years past the Great Recession and beyond the typical 7-year economic cycle. Trend #2: Determining how CX can help organizations recession-proof their business.

Trends 45

Trends Self Service Employee Experience Metrics 45

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Managers use these with employees as well; those discussions are often referred to as stay interviews.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

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

Thematic

MARCH 27, 2019

And according to a study by Rosetta Consulting , highly engaged customers are 5 times more likely to purchase from the same brand in future than the less engaged. Taps into the Customer Voice. Closing customer feedback loops helps you to listen to your customer’s voice and act accordingly.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? Companies are afraid to make big changes. 1] [link]. [2]

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Jason Baldree, (First) Chief Customer Officer, Alida.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

COPC

NOVEMBER 13, 2019

Du Duo, Senior Director of Shouqi Limousine & Chauffeur Customer Service Centre, oversees the management of customer experience, multiple channel services and the establishment of service systems. In April 2018, COPC Inc. By improving service quality, and enhancing capabilities and.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8