Forrester's Customer Insights

JULY 21, 2023

My favorite thing we uncovered in our research is a use case where brands use the shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.

Contact Center 26

Contact Center Brands Customer Service Customer Experience 26

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Internal Branding.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

Forrester's Customer Insights

OCTOBER 16, 2018

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Empowered customers now […].

Marketing 39

Marketing Contact Center Customer Journeys Sales 39

Qualtrics

DECEMBER 15, 2021

Legislation, such as the 21st Century Integrated Digital Experience Act (IDEA), has brought attention to customer experience management with additional mandates to speed digital experience improvements. What communication is coming from other organizations that impact a customer’s journey with yours?

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

SmartKarrot

JUNE 30, 2020

Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. Upon doing so, you are delivering personalized experiences that will spur their loyalty to your brand, which increases your revenues.

CEM 10

CEM Multi-Channel Advertising Analytics 10

Verint

JULY 31, 2017

The organization has more than 4,400 contact center agents who handle over 28 million phone calls per year. The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled.

Strategy 28

Strategy ROI Analytics Survey 28

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

DECEMBER 11, 2017

Second, know who your customers are and address their specific needs to improve your customer experience. Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations. Self-Serve Tools.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

BirdEye

NOVEMBER 20, 2020

We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center. Businesses often struggle with the tools to listen to customers everywhere. What is the VoC gap?

Contact Center 104

Contact Center NPS Case Study Comparison 104

Kustomer

MAY 19, 2021

Once agents gain access to this in-depth customer insight they can more effectively handle the unique influx of questions and services they are currently expected to provide. Companies can then work to provide a simplified experience as customers effortlessly switch between channels without ever having to repeat their inquiries.

Omni-Channel 72

Omni-Channel Self Service How To Engagement 72

NobelBiz

FEBRUARY 21, 2023

When making purchases, customers have varying preferences across various communication channels. Choose a more efficient means of communicating with and informing your customers using a cloud contact center solution – CCaaS. You can also gain significant customer insights and enhance business efficiency.

Call Center 52

Call Center Customer Engagement Technology Engagement 52

ClearAction

MARCH 20, 2020

My friend Carol Borghesi, former SVP of Customers First Culture at TELUS, always reminds people about overlooking so-called cash in the attic. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. This is pure VoC because it’s customer-initiated. ” Wow!

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

FEBRUARY 21, 2020

When we asked customers which aspect of banking most needed improvement, 15% identified finding a convenient branch location as the most problematic, while 9% selected using online self-service and resolving a customer service issue. Sharing customer insights is meaningless unless the company acts on them to improve its experiences.

Banking 36

Banking Industry Customer Experience Customer Journeys 36

Qualtrics

JUNE 1, 2021

Powered by the Qualtrics Experience Management (XM) Platform , Standard Chartered is using customer feedback to proactively deliver superior customer experiences across every channel - in the branch, through the contact center, and over digital platforms.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Verint

SEPTEMBER 29, 2017

One of the best ways our senior executives support our CX program is the way they make business decisions—through the lens of customer experience. They always ask the question: “Is this what our customers want?” For example, many contact centers cite average handle time or first-call resolution as measures of success.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Tricia Morris

AUGUST 21, 2015

According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making. Discard the latter. (3)

CRM 40

CRM Customer Focused Self Service Conference 40