Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? The organization introduced text analytics and speech analytics to analyze more than 11,000 calls and customer comments from customer satisfaction surveys.

ROI 51

ROI Customer Engagement Engagement Banking 51

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. In fact, research by McKinsey across 44 industries found that those companies who focus on minimizing customer effort saw revenue growth of between 10-15% and a 20% increase in customer satisfaction.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Key Performance Indicators (KPIs) provide valuable insights.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Not only do they “wow” the selected premium customers—they also promote the Porsche brand. Opportunity abounds. Help your organization soar!

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

ChurnZero

APRIL 1, 2024

Team up with marketing: start using AI tools to identify which materials are getting the most traction, and make more of them to boost customer engagement in the onboarding process and beyond. Tools like Synthesia are ideal for creating AI-generated multimedia content at scale.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. Why is customer experience an important part of insurance companies? Any business or sector, be it large-scale or small-scale, depends highly on customer satisfaction and experience.

Insurance 59

Insurance Industry Self Service Customer Service 59

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Verint

FEBRUARY 23, 2017

Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Here are some of the highlights we heard during the read back presentations around customer engagement strategies:

Customer Engagement 28

Customer Engagement Engagement Conference Groups 28

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Verint

JULY 13, 2017

Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer engagement continues to drive competitive advantage and better overall experiences.

Customer Engagement 25

Customer Engagement Engagement Transportation Competitive Advantage 25

ShepHyken

SEPTEMBER 10, 2021

The following five-step plan will help you build a personalized customer experience: . Create a customer-focused vision statement. . Recognizing and closing service gaps is vital as it offers high-quality customer service and customer satisfaction. Provide an omnichannel service experience. .

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. —remain essentially the same.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ijgolding

APRIL 19, 2017

To be a customer centric business, it is AS important to ALSO focus on what the customer wants; and to measure performance through customer focused metrics (such as customer lifetime value; customer loyalty; customer engagement; customer satisfaction etc.).

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Happy or Not

FEBRUARY 26, 2024

In the competitive landscape of the restaurant industry, the secret sauce to long-term success that allows you to drive repeat business lies not just in the kitchen but in the hearts of your customers. Use these digital tools to connect with your customers personally and foster a sense of community around your restaurant.

Loyalty 36

Loyalty Industry Loyalty Programs Social Media 36

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Listening to the customer.

Customer Experience 71

Customer Experience Social Media Touchpoint Sales 71

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

SurveySparrow

DECEMBER 27, 2023

Prioritizing Customer Success: The framework focuses on ensuring that customers achieve their goals using the product. This approach not only enhances customer satisfaction but also builds loyalty. It ensures a unified approach to responding and adapting to customer needs. Product Enhancement Questions 6.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

Prioritizing Customer Success: The framework focuses on ensuring that customers achieve their goals using the product. This approach not only enhances customer satisfaction but also builds loyalty. It ensures a unified approach to responding and adapting to customer needs.

B2B 52

B2B Net Promoter Score Effort Score NPS 52

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

Totango

FEBRUARY 11, 2022

B2B companies that aren’t prioritizing customer experience are missing out on the competitive edge enjoyed by their B2C counterparts. Utilize the collaborative nature of the myriad of tools available to customer experience managers today to engage and empower customers.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? by Mohamed Latib, Ph.D. . (CX Follow on Twitter: @Hyken.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

Michelli Experience

DECEMBER 23, 2015

Since so many leaders see “customer experience” enhancement as critical to business success, it logically follows that customers must be delighted by all the extra effort companies are putting behind their high-priority customer-focused initiatives, right? Well, not exactly. Actually, not at all.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Customer Engagement Insurance Engagement 31

delighted

JANUARY 7, 2021

Write out the stages : Every time your customer engages with your brand, there is a goal-driven action behind it. Break down the customer journey in stages (or phases) based on the customer’s need throughout their journey. Mapping out personas and defining specific customer touchpoints can seem time-consuming.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Experience Investigators by 360Connext

FEBRUARY 9, 2015

What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. The right way to track customer metrics can vary from company to company.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110