Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center eBook Report Tips 67

Seaton CX

DECEMBER 8, 2023

In 2022, the Technology Services Industry Association revealed that only 29% of customer success teams who created a customer journey map actually used it. Why are all these customer journey maps failing to show a return on investment? Customer Journey Mapping Success The customer journey map itself does not change anything.

Customer Journeys 59

Customer Journeys Return on Investment Customers Contact Center 59

NobelBiz

JULY 4, 2023

These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. Run a Pilot Test Before fully integrating the new technology into your call center operations, it’s wise to run a pilot test.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Think Customers

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Data 59

Data Apparel Automotive Tourism 59

inQuba

MAY 23, 2022

Research by the Aberdeen Group uncovered that customer win-back rates improved 14X, and revenue from referrals improved 3X following the implementation of an effective customer journey management framework 4. At inQuba we’ve seen a doubling of customer conversion and an improvement in customer experience within weeks!

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

delighted

NOVEMBER 30, 2021

In order to improve the customer journey and the touchpoints along the way, you need to know what your customers think about everything – including your business, your customer service, your policies, your employees, and your online shopping experience. [NPS] Improving touchpoint experiences with surveys.

Touchpoint 83

Touchpoint Customer Journeys Net Promoter Score Effort Score 83

ViiBE Blog

AUGUST 17, 2021

What’s more, nowadays more than 65% of companies compete solely on the basis of how well they manage customer experience itself. Different forms of customer service, whether remote or onsite, act as the best tools for gathering customer data that can then be stored and used for future practices.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

PeopleMetrics

MARCH 1, 2017

Yes, you will be improving the experience for customers who share their insights and experiences with you. But moving the overall scores will take a keen eye and a lot of analysis of customer insights. A point increase in the percentage of customers who are promoters? An increase in customer base?

Net Promoter Score 48

Net Promoter Score Customer Centricity Banking How To 48

CSM Magazine

DECEMBER 8, 2022

The survey also reinforced the fiscal benefits of customer retention and keeping existing customers happy. There’s room to expand the number of conversations across those four channels, with the average percentage of customers interacting with companies less than 16 percent.

Retail 52

Retail Customer Experience Self Service Loyalty Programs 52

ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. The best way to be nimble and lean — to grow — is to tightly align with customers. truly customer-centered ?

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Experience Matters

APRIL 7, 2015

Gaining from decades of leading the contact center and analytics market, NICE is well positioned to help organizations not only uncover hidden insights and trends from structured and unstructured data, but also to close the loop and drive the next best action that yield better business results and an improved customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

MARCH 29, 2020

The insights can be biased towards those who are most active in the forum instead of those who use the product the most. Contact centers, support & complaints. These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics.

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

JULY 20, 2023

Let’s start by understanding the four common types of customer churn in retail and discover effective solutions for each of them. By doing so, you can proactively work towards reducing churn and improving customer retention. Retailers can automate contact centers and warehouses, enabling quicker and more efficient service.

Retail 52

Retail Feedback How To Self Service 52

Thematic

NOVEMBER 13, 2018

In addition, with a well-implemented VOC program, you can better retain your customers – think higher customer loyalty scores, less churn, and a higher customer lifetime value, thanks to repeat purchases. VOC is also a good complement to other insights. 3 step process for implementing a VOC program.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101