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

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

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

Gravy Analytics

AUGUST 19, 2019

You can also segment devices by frequency of visit to better understand customer engagement with your brand. For more information, download our white paper, ‘ Seven Factors to Consider When Evaluating Visitations Data ‘ Visitations are captured and updated daily, so you’ll always have up-to-date data to work with.

Hotels 71

Hotels Travel ROI Consulting 71

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

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

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. Add value that’s relevant to them throughout the journey.

Sales 107

Sales Loyalty Communication Contact Center 107

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

Comm100

APRIL 6, 2020

Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean? This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

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. Health scores.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

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

One Millimeter Mindset

OCTOBER 8, 2018

Customers are skeptical enough about making the decision do business with organizations. Download my white paper on selling to skeptical decision makers. Find out how to anticipate customer skepticism, before they intimidate us. That is scary stuff, folks.

Engagement 74

Engagement Customer Experience Sales Customers 74

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? About the Author.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

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

Amity

OCTOBER 5, 2015

After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. 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.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

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 106

Customer Service Social Media Call Center Multi-Channel 106

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

ShepHyken

NOVEMBER 16, 2016

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

Marketing 48

Marketing Customer Experience Advertising Customer Service Training 48

Avaya

AUGUST 25, 2017

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.

Communication 64

Communication System Analysis Software 64

Avaya

JANUARY 24, 2018

If this post has made you wonder whether MiFID II regulations apply to your firm or what types of transactions need to be recorded and which do not, download the white paper MiFID II: What it Means For Your Organization?

Financial 46

Financial Government Banking Policies 46

ENGAGE.cx

OCTOBER 28, 2015

Instead of starting with an attribution model made up of ads, channels, and conversions, it is more effective to start with the customer in mind, and define the metrics that characterize a good customer. Once these attributes have been defined, a customer lifecycle attribution model can be created that drives these metrics.

Multi-Channel 40

Multi-Channel Ecommerce Groups Metrics 40

Avaya

AUGUST 25, 2017

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.

Communication 53

Communication System Analysis Software 53

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Avaya

JANUARY 26, 2018

For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization? To complete a thorough review of your current MiFID II processes, connect with Avaya.

Financial 51

Financial Contact Center Call Recording Communication 51

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

NobelBiz

FEBRUARY 13, 2024

Implementing NobelBiz’s sophisticated IVR systems means not just meeting but exceeding customer expectations for self-service. This technology ensures that your IVR system is not just a tool for routing calls, but a comprehensive solution for enhancing customer engagement and loyalty. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 103

Software Customer Engagement Engagement Social Media 103

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 162

Social Media Omni-Channel CRM B2B 162

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

Comm100

JANUARY 14, 2020

Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come. This post includes highlights from our Omnichannel white paper. Read the full story by downloading the free white paper below. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. This includes helping companies know and understand their clients and identifying the factors that drive customer engagement and satisfaction.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

Hero Digital

OCTOBER 5, 2019

As you think through the ideal path your target customer will take to purchase, there are some key questions you’ll want to ask: How are you generating awareness around your products? do your target customers look to for information? How many touchpoints—the places your target customers engage with you—are you reaching?

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

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 223

Customer Experience Omni-Channel Chatbots Social Media 223

Comm100

FEBRUARY 19, 2020

To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ It’s worth a read because when you VIP treatment is done right, once-angry customers can become your most vocal advocates.

Company 162

Company B2C Social Media e-support 162

Comm100

FEBRUARY 19, 2020

To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ It’s worth a read because when you VIP treatment is done right, once-angry customers can become your most vocal advocates.

Company 100

Company B2C Social Media e-support 100

SmartKarrot

APRIL 22, 2022

Dedicating resources that provide quick and engaging solutions will help you boost your customer retention. You can have inbound content such as informative blogs, e-books, white papers, etc. You may have to sit with your teams – customer engagement teams and the finance teams to come up with a gift idea.

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10