Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. More than two-thirds of the interactions are still voice. Voice is a very personal way to interact with somebody.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. More than two-thirds of the interactions are still voice. Voice is a very personal way to interact with somebody.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. For a time, banks hoped that third-party CLO providers would help banks achieve their loyalty goals.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Faced by this looming ‘perfect storm’ of change, the sheltered existence, that many leading loyalty programs have enjoyed for three decades, is coming to an end. An uncertain future.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Nonetheless, the legacy loyalty points bank kept them from innovating more quickly.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Storyminers

AUGUST 21, 2018

About 73 percent of traditionalists and 67 percent of baby boomers prefer to interact in a store, while the younger generation takes the opposite approach, with 66 percent of Generation X and 64 percent of millennials preferring to interact online. Take Out Print Ads. Create an in-Store App. Does your store have an app?

Customer Experience 124

Customer Experience Social Media Infographics Advertising 124