CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. The company also implemented over 2,000 SIP channels to support ENGIE’s voice-heavy operations.

Groups 52

Groups Self Service Abandon Rate Case Study 52

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Forty-four percent of companies don’t know their customer turnover rate. Did you know that 1.8 This is almost as much as the combined valuation of Facebook and Google ($2.1

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With so much opportunity for savings, Comm100 has created a chatbot ROI calculator for you to discover how much your team could save. Devote agent time to higher-value inquiries.

Chatbots 206

Chatbots Customer Service ROI Case Study 206

Lithium

OCTOBER 19, 2022

No matter what industry you find your brand or company in, having a place for your customers to talk about your business, find support, or ask questions is necessary. SANE Australia case study | Khoros. In today’s digital ecosystem, it’s a requirement to have a community page.

ROI 52

ROI Gamification Self Service Case Study 52

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ECXO

MARCH 20, 2024

Natalie Petouhoff , a Global AI + Empathy Adviser. Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. eAAQApHd About Dr.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Survicate

SEPTEMBER 13, 2018

With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. His actions affect the entire company, including the development, customer success, and marketing teams. Survicate features used: Intercom Integration. Email surveys.

ROI 61

ROI Case Study Survey Feedback 61

BlueOcean

JANUARY 9, 2018

According to a Deloitte study , 33% of contact centers have taken the first steps and plan to invest in AI and robotics in the next two years. For companies in the multimedia and technology industries, 56% plan to implement contact center AI technology in the near future. Related Articles. The Evolution of Self-Serve Customer Service.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

ROI 40

ROI B2C Case Study B2B 40

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. Get the Guide.

How To 150

How To ROI Policies Analysis 150

CSM Magazine

APRIL 25, 2023

Case study: Consider a busy café that upgrades its coffee machines to a more advanced model. Case study: A printing company that upgrades to a newer, more precise printer can now produce higher-quality print materials with more vibrant colors and sharper images.

Customer Satisfaction 52

Customer Satisfaction Case Study Government Return on Investment 52

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). But what exactly is the return? This couldn’t be more inaccurate.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Natalie Petouhof

SEPTEMBER 1, 2016

From one mistake, a company’s reputation can be smeared all over the internet. 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. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Circular Edge

MAY 26, 2023

I joined CE’s Jonathan Cobb, Arun Chhatpar, and Nitin Lakhpat to explore Supply Chain Automation & Mobility in JDE using AtomIQ , which featured a customer case study from Atrion Medical. All of these products integrate near seamlessly with JDE, so there is little to no learning curve for users – delivering “instant ROI”!

Case Study 52

Case Study Innovation Study Entertainment 52

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders. Because of its ROI and value.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Clarabridge

JUNE 13, 2017

They added shifting to a consumer-oriented company to our corporate goals. Want a more detailed account of how Dorel Juvenile drove ROI with a simple shift? Check out the case study here ! The post Dorel Juvenile Drives ROI through Voice of the Customer appeared first on Clarabridge.

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Clarivate

JANUARY 29, 2019

Customer Case Studies: As you can see, half of the top 10 are case study webinars where our customers are discussing the progress, issues, and results that happened in their company when they worked with CustomersFirst Now on mapping their journeys and focusing on improving their CX. Top CX Themes.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS Operations are becoming more important and more common in companies with 20+ CSMs. CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS Operations are becoming more important and more common in companies with 20+ CSMs. CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

West Monroe

FEBRUARY 11, 2024

for more than 20 years, companies continue to be challenged on how to drive progress and—for some—on even how to get started. Thinking too broadly can lead to analysis paralysis; thinking too narrowly can make it difficult to demonstrate a level of ROI that warrants investment—especially in the current economic climate.

Industry 52

Industry Case Study Analysis Technology 52

TechSee

DECEMBER 9, 2020

Best of all, RPA robots don’t take extended lunch breaks or expect any company perks. Beyond efficiency and customer satisfaction, RPA also positively affects the company’s bottom line. One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Helpt

JANUARY 16, 2024

This article dives deep into these two models, comparing their strengths and weaknesses and showcasing real-world implications through the case study of EZ Tek and Helpt. Understanding External IT Support External IT support involves hiring an external company to handle technical support needs. Let’s dive in.

Comparison 52

Comparison Case Study Customer Satisfaction Culture 52

Totango

FEBRUARY 14, 2020

Marketing must make a great first impression to attract leads, while the CS team ensures that your company lives up to those initial expectations. The best way to create messaging to attract new customers is to capture your advocate customers’ reasons (think ROI) for staying with you and growing the relationship.

Customer Success 98

Customer Success Marketing Case Study Study 98

ChurnZero

OCTOBER 22, 2021

Today’s companies need to have exceptional reviews, references, and referrals if they want to compete and grow. Customers want to associate themselves with companies that lend them credibility and authority. You should also consider a customer’s demonstrated ROI (does the customer have proven results?),

Customer Success 96

Customer Success How To Case Study Customers 96

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. A review program. This is a problem for vendors.

Case Study 81

Case Study ROI B2B Study 81

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Every company does things a little different – their values, culture, how they approach feedback and reviews.

Customer Success 59

Customer Success Company Management Roadmap 59

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Gainsight

MARCH 15, 2024

Learn more about how to pair Education and Community efforts in our new case study, Front Empowers Customers Through Digital Self-Service for Success. Kate shares how Chow’s support transformed the dynamics between the financial arm of the company and the Community team.

Self Service 52

Self Service Sports Case Study Resources 52

Calabrio

APRIL 13, 2017

Companies implementing contact center analytics essentially are implementing a type of change management. And any kind of change management is a company-wide endeavor that needs executive-level support and a ton of planning to succeed. Whitepaper: The Benefits & ROI of Speech Analytics. Inadequate Planning.

Contact Center 113

Contact Center Analytics Case Study ROI 113

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. This report highlights how different companies across several industries leveraged Centercode to decrease time spent testing, increase engineering efficiency, and save millions of dollars in potential costs from undiscovered bugs. Increasing Efficiency. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

Thematic

APRIL 17, 2024

Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

NICE inContact

MAY 12, 2017

Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations.

Contact Center 120

Contact Center Connections Conference Case Study 120

BlueOcean

AUGUST 27, 2020

From the very beginning, strategic partnership consists of tight collaboration, cultural alignment, value beyond the day-to-day ROI, and mutual effort towards improvement and optimization. And they’ll have the stories, case studies, and referrals to underscore their commitment to this type of partnership.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Calabrio

APRIL 13, 2017

Companies implementing contact center analytics essentially are implementing a type of change management. And any kind of change management is a company-wide endeavor that needs executive-level support and a ton of planning to succeed. Whitepaper: The Benefits & ROI of Speech Analytics. Inadequate Planning.

Contact Center 100

Contact Center Analytics Case Study ROI 100