ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up.

Study 48

Study Net Promoter Score Culture Social Media 48

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

OCTOBER 22, 2021

“The first thing our Ops teams look at in the morning is our order experience survey. Working with commonFont and implementing the Segment-Qualtrics integration was one of the best decisions I made standing up our CX program.

Data 26

Data Customer Experience Touchpoint Feedback 26

Verint

JULY 31, 2017

The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Speech Analytics and Text Analytics are leveraged in an integrated way with Enterprise Feedback Management (EFM) to gather customer insight, identify process improvement opportunities and gauge customer sentiment.

Strategy 28

Strategy ROI Analytics Survey 28

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). Gaining customer insights from digital touchpoints (3.94/5).

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. For example, something like a sign-up involves customer care, design and marketing, and sales.

Customer Journeys 259

Customer Journeys Customer Experience Touchpoint Customers 259

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Think Customers

OCTOBER 11, 2021

It’s a customer loyalty and satisfaction metric, ranging from -100 to 100, that measures how likely customers are to recommend a product or service to others. NPS has become a standard in measuring customer experience management programs and is key to identifying current sentiment and future behavior.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM Case Study e-support Study 40

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

Help Scout

JUNE 22, 2021

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience.

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Verint

SEPTEMBER 29, 2017

I also make a point to share customer satisfaction stories that are relevant to the executive’s responsibilities. Data is important, but individual stories have a real impact, too.

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