CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Comm100

FEBRUARY 25, 2020

Here are four steps to dismantle silos so that you can ensure that your customers enjoy the best possible experience across whatever channel they choose to reach out to you on. Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics. We hope so!).

Social Media 130

Social Media Omni-Channel CRM B2B 130

Avaya

JANUARY 29, 2019

Does your customer experience keep your customers coming back for more and telling their friends about their positive experiences? With more than 5,000 customers across the world, Avaya IX Workforce Engagement has been helping organizations transform employee and customer engagement since 2010.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Vonage

JUNE 23, 2017

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). If it was good, it might prompt a customer to pick up the phone or email an inquiry.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Comm100

FEBRUARY 19, 2020

For example, a travel agency might reward customers by giving them VIP status once they’ve booked ten trips, regardless of the value of each individual trip. Assigning VIP status to your ‘frequent flyers’ encourages repeat spending and fosters continuous engagement with marketing content. Your Business Partners.

Company 162

Company B2C Social Media e-support 162

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Or, is the quality of the engagement forceful and overwhelming?

Engagement 74

Engagement Customer Experience Sales Customers 74

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. If you can automate outbound messages, why not convert and engage more? This post is the second of two that are based on our Omnichannel white paper. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Comm100

JANUARY 6, 2022

But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. What is digital customer experience excellence? . Digital omnichannel customer engagement – Omnichannel platforms put customer data at the agent’s fingertips so they can provide personalized and helpful support no matter the channel.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Comm100

FEBRUARY 19, 2020

For example, a travel agency might reward customers by giving them VIP status once they’ve booked ten trips, regardless of the value of each individual trip. Assigning VIP status to your ‘frequent flyers’ encourages repeat spending and fosters continuous engagement with marketing content. Free Download: Never Miss a VIP White Paper.

Company 100

Company B2C Social Media e-support 100

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Sales 107

Sales Loyalty Communication Contact Center 107

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Beyond the Arc

NOVEMBER 11, 2021

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Without it, how do you know if you’re [.].

Customer Journeys 59

Customer Journeys Customers Tools Customer Experience 59

Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Oracle

MARCH 10, 2021

B2B brands that ramp up their marketing on Instagram may benefit from more customer engagement and increased visibility. Tapping into a highly engaged audience potentially offers higher conversions and a shorter sales cycle.

B2B 111

B2B Company Marketing Social Media 111

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. You can also segment devices by frequency of visit to better understand customer engagement with your brand.

Hotels 71

Hotels Travel ROI Consulting 71

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

Vonage

DECEMBER 6, 2018

According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Now, more than ever, deploying an effective omni-channel strategy is critical to business success.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. appeared first on Parature.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction.

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

SaleMove

JULY 9, 2021

Digital Customer Service has enabled insurers to dramatically reduce online abandonment rates, accelerate sales processes, and improve agent quote-to-bind processes. Putting customers and agents at the center of P&C insurance sales processes is within reach.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. Customer loyalty thrives on asking for and offering feedback.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Alliance by IFS

OCTOBER 8, 2015

Astea International has released a new white paper, Mobilizing Field Service Management , that outlines the benefits of mobilizing field service, and tips for creating a mobilization strategy that can incorporate emerging technologies. For more information, you can download the white paper here.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

Inbenta

DECEMBER 21, 2023

Reduce Costs, Find Efficiencies, and Improve Customer Service with AI Automation AI is set to reshape how businesses communicate and engage with their customers. Beyond monitoring intelligent transactions, managing supply chains and other back-end activities, AI is opening the door to new efficiencies in customer engagement.

Self Service 52

Self Service Training Customer Engagement Communication 52

CSM Magazine

JANUARY 12, 2021

Do they centre around increasing customer engagement? Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Are your goals financial in nature, involving cost savings or revenue targets? Don’t rush this crucial stage.

Self Service 52

Self Service Average Handle Time Chatbots Automotive 52

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Magellan Solutions

SEPTEMBER 28, 2017

A clear vision, strategic planning, and proper execution are critical in ensuring your content marketing works according to its purpose: consistently valuable content that engages your customers to take action. It leads to more customer engagement. It guides businesses during their decision process.

B2B 60

B2B Strategy Marketing B2C 60

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 148

Social Media Examples Customer Service Tips 148

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

ShepHyken

NOVEMBER 16, 2016

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). If it was good, it might prompt a customer to pick up the phone or email an inquiry.

Marketing 48

Marketing Customer Experience Advertising Customer Service Training 48

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity : login stats, system usage.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. NobelBiz’s IVR technology is designed with both the customer and the business in mind.

Call Center 59

Call Center Self Service Software Contact Center 59

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 64

Communication System Analysis Software 64

Comm100

APRIL 8, 2016

.” Email might not be as shiny as Facebook, but as the social media site evolves to encourage more paid advertisements, a good old-fashioned newsletter may be just as (if not more) effective when it comes to customer engagement. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105