CSM Magazine

JANUARY 9, 2019

However, even one dropped connection or poorly performing application per shift can translate into almost $20,000 in annual support and productivity loss costs per mobile worker, according to research commissioner SOTI. Leading causes of failures were said to be: Network/connectivity issues, 49.3 Software issues: Application, 40.6

Technology 40

Technology Return on Investment Wireless Competitive Advantage 40

Centercode

FEBRUARY 18, 2021

The connected nature of tech has both flooded us with information, shortened our attention spans , and made us far less patient. One in three has issues proving the ROI of their customer testing program, while one in four is not getting the stakeholder buy-in necessary to secure resources and support to make their programs better.

eBook 59

eBook Wireless Fashion Social Media 59

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. More devices connected to the electric grid—and more data being collected—significantly increases exposure to cybersecurity threats. That said, these challenges and trends provide opportunities for utilities to build a more connected and resilient energy ecosystem.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. I think the lines are blurring between the business phone and your personal phone to become just one channel, and it’s a very easy way to connect. So what is the connection between an agent and a customer? It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. I think the lines are blurring between the business phone and your personal phone to become just one channel, and it’s a very easy way to connect. So what is the connection between an agent and a customer? It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Alliance by IFS

JANUARY 30, 2017

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. Because there is a clear return on investment (ROI) both in efficiency and cost savings, as well as in customer relations.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Pointillist

JANUARY 19, 2022

This approach fails to capture each customer’s unique context and hinders your ability to: Measure overall experiences Connect customer behavior to CX metrics and business outcomes Prioritize high-impact opportunities for improvement. Connections Between Metrics and Outcomes are Fuzzy at Best. You know the feeling.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

ShepHyken

JUNE 2, 2017

The larger an organization becomes, the harder it is to stay connected. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. We’ve effectively become the victims of our own success.

Examples 75

Examples Self Service Wireless Call Center 75

Answer Dash

APRIL 17, 2020

Note however that you should prioritize outcomes such as “make the customer feel heard” rather than behaviors like “chat to every customer” – authentic customer connections are more likely to flourish if staff are given some personal input into how they’re achieved. The time it takes to see results varies by industry.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Kate serves Application Development & Delivery Professionals.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Kate serves Application Development & Delivery Professionals.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Natalie Petouhof

SEPTEMBER 19, 2016

60% connect to the Internet wirelessly when they are away from work or home. They are different than The Boomer Generation in that social networks & technology are their L IVES ! Here’s some stats: 75% created a profile on a social networking site. 55% visit those sites once/day. 88% text each other.

Wireless 40

Wireless Social Media Contact Center Study 40

Bold360

DECEMBER 1, 2016

Your operators are the living, breathing voice of your business and they need to feel like they can connect with a customer in order to deliver to them a positive experience. that dealt with computer data connections and networks and is the foundation for the flexibility of the Regpack system. Oren Greenberg. kurve_digital.

Software 40

Software Customer Experience Company CRM 40

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? First of all, connect unites. What is the Roi of this? Starting this year they have connected their APP and integrated blockchain technology to their supply chain. Creating loyalty?

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60