CSM Magazine

OCTOBER 28, 2021

Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Speakers include: Srikant Narasimhan, VP Enterprise Customer Experience, CVS Health.

Customer Centricity 52

Customer Centricity Culture Ecommerce Government 52

CSM Magazine

MARCH 23, 2022

If not then you organization is failing in a critical piece of today’s customer experience puzzle, and it’s costing you your customers, your reputation and your revenue. Digital Harmony – As more customers demand digital experiences, don’t let these traditionally tricky channels hold you back.

Omni-Channel 52

Omni-Channel Strategy Financial Leadership 52

Alliance by IFS

APRIL 10, 2019

Join our webinar on April 18th to learn about key integration challenges faced by today’s service organizations and see how our FSM solution’s “Low-Code/No Code” Integration Toolkit can help your organization. By Michael Glaser, Director Technology Solutions, Astea North America. Process Flow.

Connections 91

Connections Data Multi-Channel User Experience 91

Alliance by IFS

FEBRUARY 21, 2019

Watch our on-demand webinar to see how Astea customer APT-SKIDATA meets the varying needs of today’s empowered customers. Today’s customers expect expect more from their service delivery. And not only that, they expect their service delivery to be personalized to their unique needs.

Meeting 80

Meeting Self Service Customer Centricity Customer Expectations 80

CSM Magazine

MAY 26, 2020

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency.

Customer Engagement 52

Customer Engagement Engagement First Call Resolution Innovation 52

InMoment XI

DECEMBER 27, 2021

How to “Slam” In-Person & Digital Customer Experience Assumptions. If you are assuming you know exactly what the customer expects out of their experience, you are not truly serving them. You can watch the full webinar with helpful tips and tricks here! . And it’s true!

Customer Experience 529

Customer Experience Exercises Customers Tips 529

InMoment XI

OCTOBER 28, 2021

But the customer doesn’t care about your org structure, and managing the customer experience requires a shared understanding of customer expectations, and clean communications and executional handoffs between functions. Want to learn more about how you can put in place foundational tools that facilitate CX transformation?

CRM 493

CRM Airlines Government ROI 493

CSM Magazine

JULY 9, 2020

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today!

Customer Service 52

Customer Service Omni-Channel Innovation Strategy 52

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If Register for this free webinar – Click Here! If you can’t join live, register now and you’ll be sent you the recordings later). (If

Self Service 52

Self Service Customer Service Trends Knowledge Base 52

CSM Magazine

JULY 2, 2020

With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency. Is greater emphasis on automation the key to meeting customers’ expectations? What innovations will make the difference?

Chatbots 52

Chatbots Omni-Channel Customer Care Interaction 52

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309

GetFeedback

NOVEMBER 25, 2019

If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. . Trends, competitors, and expectations change. .

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. Register for this free webinar and join us on 14th June at 3pm BST/4pm CEST. (7:00am Register for this free webinar – Click Here!

Customer Service 40

Customer Service Chatbots Customer Centricity Groups 40

NICE inContact

SEPTEMBER 10, 2019

Organisations must consider the unique needs of their business, customers, and employees when designing their self-service strategy. The last important thing to remember is that customers expect you to guide them to the channel that will give them the fastest possible resolution.

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150

QuestionPro Audience

SEPTEMBER 5, 2017

A better path begins with asking customers to tell you what their expectations are, and using expectations to measure, not customer satisfaction, but your performance in meeting or exceeding customer expectations.

Customer Satisfaction 326

Customer Satisfaction Survey Customer Retention Measurement 326

CSM Magazine

AUGUST 29, 2019

Join Incite’s must-attend webinar, “Barriers to Delivering the Ultimate Customer Experience” (Sept 4, 10AM EST) and make sure it’s the former. Hear from Google, Home Depot, Mastercard, and Microsoft on how they are optimizing their workforce and harnessing new technology to deliver the ultimate customer experience.

Strategy 40

Strategy Customer Centricity Innovation Customer Expectations 40

Feedbackly

APRIL 4, 2024

The Role of EVI in Understanding Your Customers According to research on customer emotions by Harvard Business Review , it is important to tailor your experience based on how the customer intends to feel. The key here is to look at the nature of your product/service and what the end customer expects to achieve from it.

Measurement 52

Measurement Brands Tips Feedback 52

InMoment XI

OCTOBER 24, 2023

They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. In today’s dynamic business environment, where customer expectations are ever-evolving, contact center analytics stands as a beacon, guiding businesses towards excellence.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

GetFeedback

JULY 22, 2019

The more advanced your VoC program is, the more you’ll be able to meet or exceed customer expectations. How to take action with your customer feedback. The guide also features the recording of a new webinar we launched with Forrester on how to build a simple and effective VoC program that impacts the bottom line. .

Infographics 170

Infographics How To ROI Feedback 170

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

NICE inContact

SEPTEMBER 30, 2019

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

RapportBoost

NOVEMBER 25, 2018

The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels. We’ll showcase real case studies of how leading brands are connecting with customers on their preferred channels,” said Medrano. “In The webinar will take place on Tuesday, Nov.

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

Solvvy

SEPTEMBER 7, 2022

How are brands stepping up and meeting these higher customer expectations? >>Watch the replay of the webinar here.<< R etain and delight customers over time. Here’s what brands should be doing to thrive in this new era of customer expectations: Consistently deliver on-brand experiences .

Self Service 106

Self Service Customers Brands Customer Expectations 106

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. Providing a seamless omni-channel service that makes sense for your customer base is essential. For more insights from the webinar, you can watch it on demand here.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

NICE inContact

AUGUST 1, 2019

Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). It is time to modernize your contact center. Where do you start and how do you manage the process?

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

Lumoa

JUNE 2, 2022

When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

ShepHyken

NOVEMBER 3, 2020

They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. Good enough” service is never good enough.

Customer Expectations 134

Customer Expectations Customer Centricity NPS Technology 134

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Confirmit

DECEMBER 8, 2020

Register to watch the webinar for your region. After such an “eventful” 2020, one can only assume 2021 will be rife with changes in customer expectations and needs. How will the events of 2020 impact customer expectations? Voice of the Customer Webinars. North America. Register now!

Customer Experience 52

Customer Experience Consulting Customer Expectations Customers 52

West Monroe

MAY 4, 2022

Technology leaders have known the importance of leveraging digital channels and enhancing the digital customer experience for some time. Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. Watch the webinar.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. Please join us for a webinar with ICMI: How Mature is Your CX? Ready to learn how your contact center team stacks up?

Customer Experience 120

Customer Experience Contact Center NPS Customer Expectations 120

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. Check out the full webinar, Transforming CS Into a Lead Gen Powerhouse. How do you determine what revenue metrics your CSMs prioritise?

Customer Success 52

Customer Success ROI Metrics Sales 52

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” Rapidly Increasing Customer Expectations.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Tricia Morris

OCTOBER 1, 2015

Brands and organizations are stepping up to the plate in engaging on more channels before, but a seamless customer experience where customers aren’t passed between agents and don’t have to repeat their information across channels and service interactions is what’s desired. Customer expectations are rising year over year.

Self Service 40

Self Service Customer Expectations Report Customer Service 40