Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Customer care extends far beyond the traditional call center. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Verint

SEPTEMBER 29, 2017

It started as an initiative to take our CX efforts to the next level under guiding principles to communicate proactively with customers, understand their business needs and making it easy for them to do business with us. We knew we couldn’t achieve excellence in customer experience without support from the larger leadership team.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Natalie Petouhof

SEPTEMBER 12, 2018

Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. With that information, you can begin to strategically decide how to use AI to transform your customer service operations and KPIs, positively impact customer and agent experiences and directly affect your bottom-line.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89