Bold360
APRIL 13, 2020
Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. Flip the coin over, and we see that employee experience is also suffering.
Bold360
MARCH 26, 2020
The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different. Companies using self-service have 6X greater annual improvement in lifetime customer value, seeing much higher customer satisfaction and retention rates.
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Bold360
APRIL 15, 2021
FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.
Bold360
MAY 26, 2020
The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.
SurveySensum
JULY 14, 2020
She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Analyst at ICMI, and Call Center Leader at Deloitte.
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