ModSquad

DECEMBER 20, 2022

For VSCO, ensuring great experiences means delivering top notch support for their product, moderating all images and videos, and interacting with their community on social media and Discord. You can read about it in our VSCO case study. It’s surrounded by a vibrant and engaged community of 25 million creators. It’s pretty cool.

Case Study 98

Case Study Study Social Media Video 98

Interactions

JANUARY 26, 2023

Remarking on the prevalence of telephone use for customer care, CX strategist Peter Ryan said, “In the most recent study that we did, looking at the different channels that organizations are leveraging for their customer experience management, 100% of enterprises we spoke to are still using voice and are using it robustly.”

Interaction 62

Interaction Customer Service Contact Center Social Media 62

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions.

Healthcare 596

Healthcare Culture Travel ROI 596

Interactions

SEPTEMBER 8, 2023

Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). Interactions IVA works with your existing technology stack instead of forcing you into another ecosystem. However, not all AI virtual assistants are created equal.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 260

Hospitality Call Center Retail NPS 260

Vonage

MARCH 26, 2018

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? A recent study by NewVoiceMedia explored the impact of poor customer service on profits. Never underestimate the power of human interaction. Technology has altered customer service expectations forever.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Experience Matters

OCTOBER 21, 2016

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands.

Contact Center 120

Contact Center Interaction Study Brands 120

InMoment XI

SEPTEMBER 27, 2023

In the study, the average Net Promoter Score (NPS) for insurance organisations was a respectable +14, placing it in the middle among all verticals in the study. When we delve into the study’s top performers, NFU Mutual emerges as the leader, followed closely by LV=, Saga, and Bupa. However, there’s more to the story.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

CX Accelerator

FEBRUARY 3, 2018

Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment. DiSC for Improved Internal Communication Not only will DiSC improve customer communication, but also internal interactions.

Interaction 140

Interaction Customer Service Sports Communication 140

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

CSM Magazine

JULY 25, 2022

If so, studying online may be the perfect solution for you! So whether you’re just starting out or you’ve been studying online for a while, these tips will help you achieve your goals! So whether you’re just starting out or you’ve been studying online for a while, these tips will help you achieve your goals!

Study 59

Study Tips Course Management 59

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. The first part of your interaction should demonstrate you can see the problem they’re suffering.

Interaction 211

Interaction How To Self Service Customers 211

Customer Bliss

OCTOBER 30, 2018

As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. These companies focus on filling up their companies with people who care.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Kerry Bodine

AUGUST 5, 2015

When we investigated the current state of the smartwatch experience together with AnswerLab , we saw a massive disconnect between what study participants wanted from their wearable gadgets and the reality of how they used them. They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists.

Interaction 120

Interaction Study Retail Examples 120

Kayako

APRIL 14, 2016

Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video? Interactivity helps keep your viewers engaged.

Self Service 120

Self Service Video Interaction How To 120

CSM Magazine

APRIL 19, 2023

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK.

Study 52

Study Consulting CRM Groups 52

CSM Magazine

JANUARY 23, 2023

Despite a rise in the use of digital technology, the study showed that seven out of ten UK firms don’t look for alternative ways to communicate with their customers if they fail to hear back from them.

Interaction 52

Interaction Multi-Channel Study Connections 52

InMoment XI

OCTOBER 27, 2022

Before designing a research study, it is critical to understand the business’s objectives, current environment and situation, pain points, the stakeholders’ interests, and the use of information. Design a research study with the “end in mind” and look at the process from the end to the beginning. Step #2: Planning. Step #2: Planning.

Data 260

Data Marketing How To Study 260

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. This week, Interactions celebrates 15 years of leading the way in Conversational AI for customer experience.

Interaction 48

Interaction Customer Care Innovation Study 48

InMoment XI

FEBRUARY 9, 2024

Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. AI Enables Brands to Bridge This Gap Automotive brands can deploy chatbots to interact with automotive buyers throughout the purchase journey.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

C3Centricity

FEBRUARY 13, 2024

A study by Bain & Company revealed that companies embracing lean management and continuous improvement techniques saw a 20% increase in customer satisfaction and a 35% growth in financial performance. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

SaleMove

APRIL 30, 2021

In The Effortless Experience , the authors studied more than 125,000 customers and thousands of service representatives to see what makes customers loyal. As in-person interactions have become de-emphasized, customers still want personalized communications with financial institutions. Support Customers with a Connected Experience.

Interaction 52

Interaction Customer Service Financial Consulting 52

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Make Individual Contact.

System 493

System Chatbots Fashion Study 493

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

System 52

System Interaction Self Service Wait Times 52

Customer Bliss

FEBRUARY 23, 2017

Sometimes, though, a micro-case study in customer experience drops right into my lap. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places. This past week I had a digital one come up: CoSchedule.

Case Study 100

Case Study Study Social Media Conference 100

Beyond Philosophy

SEPTEMBER 8, 2022

They found that there were many moments where the organization interacted with the customer throughout the journey. – A case study appeared first on CX Consulting. Discovering this definition required talking to the team. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Case Study 97

Case Study ROI Study Customer Experience 97

Think Customers

SEPTEMBER 17, 2019

In fact, a study conducted by Forrester shows that employee engagement improves when employees are freed from repetitive and mundane tasks. What RPA can do is alleviate an employee’s workload of time-consuming and repetitive tasks and allow the employee to focus on higher quality customer interactions. What doesn’t motivate employees?

Interaction 69

Interaction Employee Engagement Contact Center Training 69

CX Centric

MAY 6, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Patient Experience simply defined is the all the range of interactions that the patient has with the health care system including from their health plans to their physical practices. Momchil Blaskov. The full book can be purchased here.

Case Study 52

Case Study Study Healthcare Hospitality 52

CSM Magazine

SEPTEMBER 28, 2021

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. The study dives into what consumers want in a brand’s online presence, revealing the ten most important pieces of information for consumers in the digital journey, which include: Menus.

Hospitality 52

Hospitality Study Consumers Social Media 52

QuestionPro Audience

JULY 21, 2022

A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. Forums, instant voting, consumer blogs and bulletin boards are some of the interactive elements that researchers will use to spark a conversation. Importance/uses of insight community.

Data 195

Data How To Advertising Study 195

QuestionPro Audience

JULY 28, 2022

It enables a more flexible and efficient capture of information, as respondents can now upload pictures and videos straight to the study in real-time, meaning they can be sure that they’re captured during natural interactions. You don’t have to be reminding them of using the means for research (mobile).

Study 195

Study Video Groups Analysis 195

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Marilyn then encouraged each of these prefects to use their interests to help children in the lower grades to learn by organizing regular and interactive activities. The full book can be purchased here.

Case Study 52

Case Study Study Leadership Advertising 52