IntouchInsight

APRIL 12, 2018

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.

How To 120

How To Trends Connections Consumers 120

Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

Contact Center 40

Contact Center Course Metrics Customer relationships 40

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. You can download the whitepaper here.

Culture 123

Culture Customer Experience Management Employee Engagement 123

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. Senior Management Paradigms and Expectations.

B2C 179

B2C B2B Customer Satisfaction Industry 179

Clarivate

DECEMBER 18, 2023

Rapid advancements in artificial intelligence will undoubtedly influence intellectual property law and practice , forcing IP practitioners and their technology partners to reevaluate certain assumptions in how IP is created, protected and managed. Likely, change will not come as a revolution but through a series of incremental steps.

Resources 59

Resources Case Study Innovation Report 59

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. If customer is willing to discuss the competition, the insight will be valuable in how you compare to the competition as well as the best of class vendor. The Customer Loyalty Wheel ™. They also will give you specific actions to improve.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

NICE inContact

JULY 26, 2019

With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make practical investments for proven results in your organization. Customers want proactive communications. Customer desire for personalization isn’t new.

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

datastax

JUNE 27, 2019

As IoT-enabled supply chains increase exponentially in the oncoming years, data management specialists are faced with a new challenge: handling IoT data at scale. The speed and velocity of data that will be generated with the adoption of 5G and the use of connected vehicles and devices means there will be dozens of new data points to manage.

Data 107

Data Management Competitive Advantage Connections 107

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

SaleMove

MAY 14, 2021

This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely. Customers have come to expect access to offerings online and for insurers to meet them within their digital journey. Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance Self Service Contact Center Call Center 52

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

inQuba

DECEMBER 5, 2018

How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time? How do you intervene in order to mend and recreate customer experiences. Get the White Paper. How do you do all this at scale?

Insurance 45

Insurance Financial Customer Journeys Management 45

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 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. Otherwise, it could cost you.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. One method used by retailers to address the challenge of how to reduce customer returns, is restocking fees. By being more thorough during the needs analysis phase, companies can offer customers products that meet their specifications.

How To 124

How To e-support Self Service Retail 124

Vonage

FEBRUARY 13, 2017

Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways. Even the most attentive customer service agents can drown in a sea of words. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Data governance.

Trends 105

Trends Data Management Government 105

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! However, only 11% of customers agreed that companies do a fantastic job with CX. Step 2, Manage.

Measurement 52

Measurement Management Customer Journeys B2B 52

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations.

Customer Expectations 100

Customer Expectations Communication Management How To 100

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 89

Customer Experience Consulting Financial Customers 89

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. . Stephanie Clarke. Mon, 09/28/2020 - 16:27.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Circular Edge

JULY 28, 2022

In the current state of the market, not all cloud providers can step up to the challenge of providing an integrated offering, and that forces companies to manage more platforms than they want.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Circular Edge

JULY 21, 2022

Download this white paper to learn how implementing a comprehensive system like NetSuite can increase efficiencies in your business operations. Corporate Email Address *.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Circular Edge

JULY 29, 2022

Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic.

Communication 48

Communication eBook Customers Technology 48

datastax

FEBRUARY 19, 2019

What does this mean for data management? Organizations have already been stepping up to adopt hybrid cloud solutions to achieve more mobility, scalability, and cost efficiency with their data management applications. The Impact of 5G On Data Management. Moving toward unified data management solutions. The Big Shift to 5G.

Data 79

Data Strategy Management Wireless 79

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Strategy Management 49

Daniel Group

OCTOBER 8, 2022

Too often, managers tend to “set and forget” their CX programs. We also know that very satisfied customers are likely to tell others. Did you know that: More than 50% of customers consider feedback from others and past relevant experiences before making purchases? 30-40% of customers make referrals?

Feedback 52

Feedback Measurement Sales Groups 52

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. Can we work on those ?”

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! Confirmit Action Management automates that process. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! Confirmit Action Management automates that process. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40