Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Bliss

Get more case studies, activities, and insights in the book. The post Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait appeared first on Customer Bliss. Can I please ask: what’s with all the old magazines in waiting rooms?

Personal Finance Case Study: LendingTree Grows Customer Engagement

Blueshift

The post Personal Finance Case Study: LendingTree Grows Customer Engagement appeared first on Blueshift. There’s a reason why personal finance is called just that — because, well, it’s personal.

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Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees

Customer Bliss

Case Study: SOL Decided to Let People Set Their Own Targets. That is not the case at SOL – because they have a system to embed trust, energy and joy in work. Want more case studies? Have you ever played service roulette?

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

In that specific call center, only five agents had been trained in the system in order to identify common use cases where the platform could be beneficial. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. Visual Support Call Center contact center customer support Tech Support Visual Support case studyIn anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr.

How to Boost Agent Productivity: A Swisslog Case Study

NICE inContact

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Case Studies Customer Experience Strategy Great Experiences Service Design Strategy adaptive enterprise business design case study culture hospitality matterport vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years.

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.

Hire People Who Will Make Your Company Unforgettable: A Case Study

Customer Bliss

Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving. The post Hire People Who Will Make Your Company Unforgettable: A Case Study appeared first on Customer Bliss.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

Case study: Implementing a scalable customer feedback model at Bizzabo

inSided

Case Study Close the loopA few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began.

Download lastminute.com Case Study

Optimove

The post Download lastminute.com Case Study appeared first on Optimove

How to Measure Incremental Impact of Direct Mail [CASE STUDY]

Hallmark Business Connections

In the case of this billion-dollar beauty company, they set out to measure three distinct populations when testing a new direct mail format: Those who received their traditional direct mail piece Those who received a Hallmark card Those who received nothing at all. Get the case study.

Case Study: How Genesis Improves Member Experience with NPS

AskNicely

Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again.

The Customer-Powered Enterprise Playbook

Harness the power of customers across every department of your business with this new playbook. It contains 7 strategic guides for various departments of your business, 9 inspiring case studies, and 7 tactical worksheets to get you started.

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Reviews Strategy case study culture hospitality matterport review vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention.

IVR Custom Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

The post IVR Custom Integration for a Multinational Communications Corporation: A Case Study appeared first on. Blue Ocean News Case Studies Contact Center Outsourcing Contact Center Technology Mike HaslerThe Client. This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge.

Case Study: How IVALO.COM Doubled Its Customer Retention Rate In 6 Months

Feedbackly

Insight case study CSAT customer experience customer retention cx emotional experience EVI ivalo NPS revenueIVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Feedbackly had a chance.

Case study: Gainsight’s community-driven product feedback loop

inSided

As so often is the case in B2B SaaS, your company's success hinges on how successful you can make your customers (and your customers’ customers) with your product. Case Study Close the loopIt’s the year 2018. Gainsight has decided to find a new community vendor.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

eLearning Case Study: Udacity Increases Engagement with Personalization

Blueshift

The post eLearning Case Study: Udacity Increases Engagement with Personalization appeared first on Blueshift.

Case study: How Pipefy reached a 95% self-service rate in less than a year

inSided

Case StudyIn June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience. Financial Drivers

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

The post Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience appeared first on StoryMiners. Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies.

A CX Centric case study Mandisa Makubalo

CX Centric

The nature of not-for-profit organisations operating in a competitive economy means there will always be major obstacles for these organisations to overcome.

Is Your Marketing Data Statistically Significant? Here’s How You Can Tell [CASE STUDY]

Hallmark Business Connections

In some cases, it’s not necessarily that the result isn’t true —it’s just that it may be “too close to call.”. In this case study , a company wanted to test Hallmark cards against its other direct mail formats to see if it would make an impact on marketing results.

Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video.

Case study: Thinkwise's clever move to community to facilitate customer engagement at scale

inSided

Case Study Close the loopA few years back, software company Thinkwise went from consultancy firm to license-based platform vendor. This is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience.

A micro-case study in CX: CoSchedule

Customer Bliss

Sometimes, though, a micro-case study in customer experience drops right into my lap. I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places. This past week I had a digital one come up: CoSchedule. What is CoSchedule? .

Download Rush Street Case Study

Optimove

The post Download Rush Street Case Study appeared first on Optimove

Futurestep Case Study

InMoment XI

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

Futurestep Case Study

InMoment XI

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

ijgolding

Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore? Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Download Sweaty Betty Case Study

Optimove

The post Download Sweaty Betty Case Study appeared first on Optimove