Bob Hayes

DECEMBER 17, 2017

These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Customer Analytics Best Practices: Free White Paper – Competing on analytics today means integrating data silos, applying machine learning capabilities and leveraging data experts/scientists in your formal customer programs.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

North Highland

MAY 28, 2019

I’d summarize the conference themes in 3 quick bullets: CX leaders continue to focus on driving customer-centric alignment across functions within complex organizations, securing funding and resources to make meaningful CX related change.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

West Monroe

MAY 5, 2017

Another topic that we discussed was around M&A and how to navigate through the challenges associated with bringing organizations together, both from a technology and operations standpoint. Being a Customer Experience guy, my perspective on this was largely from that of the customer.

Banking 40

Banking Conference CRM Financial 40

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

InMoment XI

NOVEMBER 2, 2021

Organizations should never underestimate the power of service recovery— 70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent.

ROI 260

ROI Customer Retention Infographics eBook 260

Qualtrics

MARCH 2, 2021

Customer service shouldn’t be a department, it should be the entire company.” The most successful customer-centric companies operate a customer-first culture. It’s not just the job of customer support agents to understand and respond to the customer, but everyone in the company whether they’re customer-facing or not.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. Customer support operations. Then we did the second webinar. More than likely, close but not quite. Bits and pieces?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.

Brands 60

Brands Customer Centricity CRM Consumers 60

Uplight

NOVEMBER 27, 2017

The rapidly changing energy ecosystem has now made “customer centricity” the must-have core competency. The Focus on the Customer” has dominated industry thought leader agendas for a while, but the proof lies in the investment patterns of energy providers. channel mix to engage customers). One trend is digital.

Self Service 40

Self Service Customer Centricity Trends Call Center 40

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Optimove

MARCH 14, 2019

We do this through our weekly blogs, our vast academy, our downloadables, white papers, webinars, and of course, PostFunnel. The agile brands that change their approach to meet the needs of the ever-evolving customer, caters to gens Y and Z,– those are the companies who will come on top.

CRM 40

CRM Leadership Travel Advertising 40

Qualtrics

JULY 2, 2020

Rather than looking for that next channel or acquiring a new technology, be more purposeful. This is the definition of being customer-centric. So how we harness the use of technology and data to orchestrate and automate, uh, the, the primarily the digital customer journey. This sounds obvious but it happens a lot.

B2B 26

B2B Omni-Channel Brands Sales 26

Amity

FEBRUARY 10, 2017

At Oracle Marketing Cloud we’ve undergone an effort to integrate various technologies into a single platform that enables our customers to accelerate and optimize the way they find and nurture prospects in a more personalized, targeted, and automated way.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. Will journey mapping a train ride make any sense when we get Star Trek transporter technology? Oh, perhaps for some.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

SmartKarrot

JANUARY 7, 2022

Customer intelligence will help understand more about the customer and their data. It includes data from all aspects of the customer-. Touchpoints from the customer journey Time instances Customer data technology. Different ways customer intelligence can help your business.

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Amity

JUNE 24, 2016

However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a Customer Success program?

Customer Success 71

Customer Success Infographics ROI Customer Centricity 71

Amity

NOVEMBER 13, 2014

However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a customer success program? In the end, it will be a win/win for all.

Customer Success 48

Customer Success Competitive Advantage Infographics Case Study 48