NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. I put quotations around debate because it seemed to me that the overwhelming answer to the question by all the participants was YES.

Contact Center 120

Contact Center Connections Conference Case Study 120

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Social Media 40

Social Media Self Service Engagement ROI 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming. Mobile Customer Service-Upcoming. **.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. Tease Them With Your Product Roadmap.

How To 81

How To Roadmap Case Study Tips 81

NetBase

SEPTEMBER 26, 2019

Customer care savings. And in the report, we have case studies spanning a variety of verticals that demonstrate meaningful metrics and ROI in action, including: The cruise industry. Brand health protection value. Accurate influencer identification savings. Crisis avoidance. Generating potential lifetime value.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). By that I mean immediately, right on the front line—where service teams are actively engaging customers.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Voice of the Customer.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Proving the Business Case. Before signing up with Stella Connect, Craig needed to develop a business case internally.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Proving the Business Case. Before signing up with Stella Connect, Craig needed to develop a business case internally.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Natalie Petouhof

SEPTEMBER 1, 2016

Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Think ROI of Social #custserv can’t be calculated? Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Here’s the report: [link] ). *.

ROI 40

ROI Report How To Management 40

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. What’s your take on Social Customer Care?

Customer Service 40

Customer Service Social Media Airlines Hotels 40

Beyond Philosophy

MARCH 20, 2017

In the book, the authors explain that the single most important factor to determining your business success, is your ability to tune into and deliver what your customers value. What do your Customers care about? This means you should demonstrate the ROI of your solution using real customer testimonials or case studies.

Customer Centricity 138

Customer Centricity Case Study Sales ROI 138

CSM Magazine

JULY 27, 2015

These three C-Level telco speakers are: Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines. Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia. Operator Case Study – Building A Customer First Culture.

CEM 40

CEM Case Study e-support Study 40

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Natalie Petouhof

AUGUST 17, 2015

As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities. MY POV: This seems like a very good move for Verint, as having a community offering is key to customer care.

Self Service 40

Self Service Customer Experience ROI Omni-Channel 40

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. CUSTOMER ROI CASE STUDY: VIVINT SOLAR . Increasing productivity by being able to use a simple user interface.

System 40

System Communication Tools ROI 40

Natalie Petouhof

MAY 9, 2016

The conference was also graced by a number of customers who are on the journey with Oracle to provide not only better UX for their employees to use the software but also to develop the best in class suites to better service their customers. Look forward to an up coming case study on a brand called Elaine Turner.

Conference 40

Conference Report Social Media Case Study 40

Bold360

DECEMBER 1, 2016

“The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. Very few companies actually extend the pipe to include critical customer care steps such as “CHECK-IN” or “ISSUE RESOLUTION”.

Software 40

Software Customer Experience Company CRM 40