Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Centercode

FEBRUARY 18, 2021

This rapid evolution shapes and is shaped by today’s customers. Instant gratification and customer expectations are at an all-time high. The digital era has made relying on the voice of the customer indispensable. Most companies have adopted Agile to both incorporate more customer insights and speed up development.

eBook 59

eBook Wireless Fashion Social Media 59

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Let’s dive into the first category of these customer journey analytics examples.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42