Customer Change Customer Engagement Customer Journeys Interaction 
Lumoa
AUGUST 23, 2021
New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Another trend to emerge throughout the increasing digital interactions has been the use of video.
Comm100
APRIL 27, 2020
With this routing rule in place, companies can train agents to be experts in handling interactions coming from a specific customer touch-point. With omnichannel, the agent in this example, Jennifer, can still see the customer’s entire history of communication with the company. Customer journey.
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Totango
FEBRUARY 22, 2021
Amid the constant changes from the COVID-19 pandemic last year, our customers changed the game in their own industries, adapting to the unknown with resilience and innovation by transforming their customer interactions at unprecedented speed. Are you ready to start changing your customer success game?
Answer Dash
NOVEMBER 21, 2018
Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.
Kitewheel
AUGUST 14, 2020
A customer satisfaction score measures a customer’s overall satisfaction with a company. To calculate your score, all you need to do is send out a survey to a customer after they buy a product or interact with your brand. The average score of the surveys you send out is your customer satisfaction score.
Eptica
JANUARY 15, 2016
Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. However, in many cases insurers still struggle to bridge silos between different departments, who are all responsible for individual parts of the customer journey. Share this page on: Tweet.
ClientSuccess
OCTOBER 12, 2020
There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. Do any of the following situations sound familiar?
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