PPV Customer Service Case Study: Cable Company Avoids a TKO


As the pre-fight preliminaries began at 6 pm, the call center started to receive angry calls from anxious customers who had paid for the broadcast but were unable to access the telecast. The PPV Customer Service agents checked the internal systems and found no technical issues.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

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 AnalyticsData-driven decision making. We all aspire to it.

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. 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.

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Here is what we want as customers: we want it when we want it, how we want it, and where we want it. 4 Case Studies of Customer Respect.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Customer Bliss

Is it designed for the company or the customer? ” Honor your customers’ dignity. Often design processes and the things we make customers do are built because of what we want to get from them and what we need to get done.

Improving Customer Access to Tech Support: A Case Study


Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront. Ready to take your customer service to the next level? Case Studies

Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS


With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong. Uncategorized customer success

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


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? I and my family have been ‘customers’ of FatFace for several years.

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. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power.

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.

Better Experience = Better Business | a Case Study: Vacasa


Businesses 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. Designing a business to serve customers is smart business.

A micro-case study in CX: CoSchedule

Customer Bliss

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. Amazing customer experience.

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


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. We measure “How would the customer rate the service experience?” The Client.

The Customer-Powered Enterprise Playbook

Better Experience = Better Business | a Case Study: Vacasa


Businesses 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. They generate greater value for customers and shareholders at the same time because they anticipate needs and all but eliminate waste. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe


I regularly use the word to describe individuals, or organisations who I personally believe are best placed to deliver the ‘best’ Customer Experiences. CASE STUDY 1 – Weleda. In this case, I was inspired by them. CASE STUDY 2 – Old Mutual Zimbabwe.

Case Study: Machine Learning vs. Natural Language Processing


We then use an algorithm that ranks existing contents to the intent, and the strongest match is returned to the customer in the chatbot’s response. The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta.

Case study: Tesco and a consumer champion

Helen Dewdney

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. Helen won the case and shared the experience on her blog which was later shared in national media. Interviewing the new Tesco Chief Customer Officer. Every little complaint helps!

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. Contact center leaders worry about agents giving away too much or serving customers inconsistently.

Let Your Purpose Unite Your Company: 2 Case Studies from Companies That Embody Their Values

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.

Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50%


This is an important statistic because when credit reports are run, chances are high that the lead will become a customer. The post Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50% appeared first on. Case Studies

United Airlines Computer Outage Is Customer Service Crisis Case Study


Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis.

Grade.us Case Study for Grene Vision Group 


And that unless a business is proactively asking their customers to leave reviews, reviews will often be negative as a result of unhappy customers finding a place to vent their frustrations. understood our needs and accommodated our custom survey,” said Amanda.

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. to Meet Any Custom.

Case Study: Journey Mapping Unleashes the Power of People

Heart of the Customer

They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. Customer Journey MapJourney maps are extremely valuable tools.

AIG Case Study


AIG is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer.

Optimove as a Secret Weapon: The Anonymous Case Study Hack


In this space, the most effective form of social proof is case studies. Regardless of the “why,” sharing case studies with prospective clients is an essential part of every sale process. And so – our anonymous case study was born.

Conducting Customer Feedback Research with a Single Tool [CASE STUDY]


Denver Food Group streamlines customer feedback research with SurveyGizmo. Lewis runs much of the communications with customers, and oversees the business’s proposals, research methodology, and project management. Since its inception, DFG has provided customer feedback to its clients on products, branding, menu board designs, and all sorts of potential new concepts. The company needed a robust tool that would evolve with the business’s growing customer base.

Moving at the Speed of Customer Experiences [CASE STUDY]


The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys. The survey feedback empowers businesses in systematically gathering, analyzing, and using the information to enhance customer satisfaction and address any service related issues.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires. But customers are not rational! Ignore this at Your Peril: How Customers Decide.

Case Studies in Smart Customer Engagement


It is becoming ever more clear that companies are interested in improving the customer experience. However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days. True engagement requires a dialogue between customer and company. Customers must trust that companies won’t misuse their data, and companies must provide true value in the exchange. Here are a few case studies: Start with the brand promise.

Cognita Case Study


To this end, Cognita commissioned a Global Customer Experience initiative to support organizational success through a deeper understanding of their customers: the pupils’ parents. Voice of the Customer Case Studies

Improve Your Customer Experience With Customer Journey Mapping (Case Study Included)

Michel Falcon Experience

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? The little interactions within the customer journey.

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers.

The Newest Customer Case Study: Autodesk


More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. To improve the digital CX experience for customers everywhere and draw on more than 400 customer volunteers in 52 countries to provide support through their expert product and practical knowledge.