Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. He actively engages with customers. Reward great customer service. Put the customer first” is more than a buzzphrase.

Culture 120

Culture Banking How To Customer Service 120

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Beyond Philosophy

NOVEMBER 16, 2016

Customers voiced their displeasure on their Facebook page and all over social media. When a company focuses on what is good for them rather than what is good for the customer, they are engaged in inside-out thinking. In other words, they are putting the company’s needs above the customers’.

Social Media 60

Social Media Rewards Programs Consulting Customers 60

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. Next week we’ll kick off the fun […].

Customer Journeys 84

Customer Journeys Customer Focused Conference Resources 84

Verint

SEPTEMBER 5, 2017

Some examples of how leading CX departments have evolved include: Increasing the number of channels used to engage with customers. Elevating customer experience efforts from the department level to the enterprise level by broadly sharing customer intelligence across their organization.

Analytics 61

Analytics Customer Experience Engagement Feedback 61

Verint

JUNE 7, 2017

From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

Conference 32

Conference Engagement Customers Interaction 32

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

JANUARY 25, 2018

Omnichannel interactions and the emergence of digital mobile as a preferred consumer engagement channel have added complexity and risk to CX initiatives and corresponding business value. However, even market leaders need to stay vigilantly attuned to changing consumer preferences or they risk a quick descent from leader to laggard.

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

Verint

OCTOBER 4, 2017

Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it. This award is for a technology vendor that best exemplifies innovation in applications and technologies that support customer engagement for any purpose.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

SmartKarrot

FEBRUARY 25, 2022

Who can be called a Chief Customer Officer and what roles does he/she perform? A chief customer officer is one who oversees the organization’s relationship with customers and engages in efforts to increase and elevate customer experiences in their journey. The CMOs must not be threatened by the CCO.

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Diane Gordon, Senior Vice President of Customer Success, Validity.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

MAY 19, 2017

No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.

Policies 38

Policies Strategy Company Customer Focused 38

Verint

JANUARY 3, 2018

Verint’s Raj Sivasubramanian shares what he learned from a recent conversation with his young daughter and the customer experience takeaways that can be applied to organizations around the world. When was the last time you examined why your CX program does what it does?

Customer Experience 32

Customer Experience Customer Focused Employee Engagement NPS 32

Verint

AUGUST 22, 2017

Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards? Very frustrating! What’s even more frustrating? Finding your lost wallet in your coat pocket right after canceling your cards.

Banking 31

Banking Analytics Contact Center Customers 31

Gainsight

SEPTEMBER 21, 2020

Depending on how big some of our tier one customers are, this is not a one day or one-week engagement,” Sanders explained. As they scaled, they wanted to provide more standardization across the community by maintaining a regular cadence between the customer, the delivery team, and the CS manager and team. Voice of the Customer.

System 52

System Government Customer Centricity Metrics 52

ClearAction

MAY 31, 2015

Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth. Key: Keep customer experience vibrantly at top-of-mind for everyone company-wide. Coordinate Managers of Customer Experience. Customer Experience Governance: Do This, Not That.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ProProfs Chat

NOVEMBER 26, 2021

Voice of the customer survey tool such as Qualaroo enables you to instantly track negative feedback and work upon the issues to elevate customer satisfaction. This is a great way to spot problems early and refrain customers from writing negative reviews. Helps in getting to know the customer.

Examples 52

Examples Survey Net Promoter Score Social Media 52

ClearAction

JANUARY 14, 2015

A quick comparison of data in the new B2B report with Forrester's 2013 State of Customer Experience survey (which is predominantly based on B2C firms), shows the figures are roughly the same for the top obstacles to CXM success: Lack of clear customer experience strategy. Adobe: Customer Experience Undercover Boss.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Verint

AUGUST 21, 2017

Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. Actions speak louder than words, as we have all heard.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60