IntouchInsight

APRIL 12, 2018

Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.

How To 120

How To Trends Connections Consumers 120

InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. Net Promoter Score® (NPS) is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business. Open-Text How can we improve your experience with the company?

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 488

Analytics Customer Insights Data Social Media 488

NICE inContact

NOVEMBER 2, 2021

Companies need to align every aspect of the business on the customer experience. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world. In today's experience economy, businesses can't leave CX to chance.

Customer Experience 209

Customer Experience Contact Center Customers Measurement 209

InMoment XI

OCTOBER 11, 2021

So here’s a five step framework to lead you towards success: Design for Success Listen to Employees Understand the Data Transform the Company Realize Better Employee Experiences. Every six to twelve months, we recommend looking at the drivers of engagement, retention, and churn to see the change within your company.

Employee Experience 493

Employee Experience Feedback ROI Culture 493

InMoment XI

SEPTEMBER 30, 2021

Another useful tactic is to be straightforward in the invitation, telling customers exactly how their feedback will help them improve the company. To learn more, read this white paper that takes a deep dive into the strategies and methods you can utilize to perfect your email survey invitations. .

Survey 493

Survey Tips Course Strategy 493

InMoment XI

OCTOBER 12, 2022

Primary research is useful for testing new communications and services that your company wants to put out there, while secondary research looks at the dynamics and sizing of the marketplace around you. Click here to read our full-length white paper on why your brand needs both VoC and market research.

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

InMoment XI

FEBRUARY 8, 2022

Additionally, you’ll bring everyone together towards a consistent company mission. Customer experience improvement should be a company-wide investment because it can make a company-wide impact. Must-Have #3: Ongoing Inspiration for Teammates Across the Company. Must-Have #2: CX Program’s Rules and Regulations.

Government 324

Government Customer Experience Customers Meeting 324

InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Social Media 200

Social Media Survey Feedback Customers 200

InMoment XI

FEBRUARY 10, 2022

Companies are investing heavily in artificial intelligence (AI) to save money and time—especially those in industries who have to constantly deal with regulatory compliance documents. It’s likely that your specific industry and country encounters problems other companies outside of your field or location don’t.

Financial 260

Financial Technology Examples Analytics 260

InMoment XI

SEPTEMBER 29, 2022

Don’t just take our word for it, research shows that companies who adopt data-driven marketing are six times more likely to be profitable year-over-year. For more information about how retail banks can leverage customer data effectively, checkout this white paper on how to stand out in your industry!

Banking 493

Banking Retail Data Omni-Channel 493

CustomerGauge

APRIL 4, 2017

In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]. The post Cross-Company CX: Closing the Loop at Every Level appeared first on CustomerGauge.

Company 79

Company How To NPS Customers 79

InMoment XI

JUNE 15, 2022

However, we have seen a trend toward companies requesting even shorter customer experience surveys, often due to the impression that shorter surveys increase response rates. Find out in this white paper by expert Dave Ensing! Is there empirical evidence to back up this perception?

Survey 260

Survey Consulting Feedback Course 260

NICE inContact

JULY 26, 2019

While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today.

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

Clarivate

DECEMBER 18, 2023

Innovators to watch  recognizes 36 companies that are on the path to becoming a Top 100 Global Innovator. In this white paper, three IP legal experts examine how IP law firms and in-house legal teams can drive successful outcomes by investing in transformation now—and avoid playing defense later.

Resources 59

Resources Case Study Innovation Report 59

Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. 73% of consumers expect companies to understand their unique needs and expectations, and 62% think companies should anticipate their needs. Are you feeling the strain of a strange new year? You’re not alone.

Trends 111

Trends Customer Experience Consumers Customers 111

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance.

Social Media 28

Social Media Customer Experience Interaction System 28

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. This could be having someone on site, providing results from an independent lab, or showing a list of positive testimonials from well- known companies. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. These companies have waiting lists for products and sometimes have long waiting lines for a new product. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

B2C 179

B2C B2B Customer Satisfaction Industry 179

InMoment XI

OCTOBER 7, 2021

While most companies want to focus on continuous improvement, there does come a time when improvement efforts are unnecessary and perhaps counterproductive. If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper! 10% of 50 is 5.) 10% of 20 is 2.).

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Customer Bliss

FEBRUARY 21, 2019

This is a major responsibility with a company that has 13 million customers and about 3,000 employees. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. Be sure you can bring quality work to the company.

Telecommunications 120

Telecommunications Company Culture NPS 120

Truthlab

SEPTEMBER 19, 2017

The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab. The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab.

B2B 63

B2B Company Customer Experience Management Customer relationships 63

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed. It’s a video.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

Customer Bliss

FEBRUARY 21, 2019

This is a major responsibility with a company that has 13 million customers and about 3,000 employees. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. Be sure you can bring quality work to the company.

Telecommunications 111

Telecommunications Company Culture NPS 111

Talkdesk

MAY 28, 2020

Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof.

Comparison 79

Comparison Contact Center Connections Communication 79

Clarivate

JANUARY 30, 2023

Furthermore, standards-centric industries are constantly expanding and as a result many companies’ IP and R&D departments are spending more and more time and money dealing with SEPs. Whether your company is a SEP owner or implements technologies using SEPs, you need to be aware of the current technological and legal landscape around SEPs.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. Help Customers Find Their Own Answers.

Self Service 275

Self Service Knowledge Base e-support Policies 275

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.

Culture 123

Culture Customer Experience Management Employee Engagement 123

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. Companies have attempted to reduce returns by taking a more thorough approach to understanding customer requirements during the sales process. of total U.S. retail sales – in 2020. Enhanced Selling Skills. Training Videos.

How To 124

How To e-support Self Service Retail 124

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

West Monroe

APRIL 19, 2022

In 2008, someone (or a group of someones) published a white paper under the pseudonym Satoshi Nakamoto. At the time, this white paper didn’t exactly set the world ablaze. Use case: Collaborate with customers to achieve mutual goals.

Company 52

Company Healthcare Innovation Industry 52

CSM Magazine

MARCH 10, 2020

When deciding on a CRM application—or for just about any software application—many companies consider “service” to be synonymous with “ease of use” . Technology is not the hardest thing to change within a company—it is the human beings who need to shift behavior in navigating new prospects, tools and customers.

CRM 52

CRM Culture Company eBook 52

Customer Bliss

MAY 7, 2015

Attitudes and actions embody what is behind beloved companies. At Amy’s, applicants receive a white paper bag that must be brought back within a week and must turned into a creation that tells Amy’s about who they are. They take what informs their personal decisions with them into business.

Customer Experience 100

Customer Experience Customers Company Engagement 100

Storyminers

JANUARY 26, 2015

Companies were the early adopters. From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

InMoment XI

APRIL 26, 2022

Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. . Online Surveys.

Survey 260

Survey Customer Experience Fashion Groups 260

UJET

NOVEMBER 16, 2020

It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The pandemic has been tragic, but there is nothing inevitable about its impact on companies.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138