GetFeedback

JANUARY 31, 2020

Start with your brand ambassadors—the most enthusiastic Promoters in your NPS score reports. Be sure you prioritize action plans around critical VoC feedback and execute quickly. Leverage mobile feedback channels for an improved mCommerce experience.

Strategy 230

Strategy Customer Experience NPS Culture 230

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. The report includes a self-assessment and data to benchmark your VoC program. Despite a slight drop in staffing numbers and executive involvement, companies’ VoC efforts continue to deliver successful results. Download report for $195.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Circular Edge

FEBRUARY 27, 2024

Learning Orchestration involves tasks like calling UBEs, sending notifications, and executing queries. The custom PO update report runs dynamically with the orchestration or standalone. Lessons Learned Learning the use of Orchestration – Calling UBEs, Sending Notifications , Executing queries.

Advertising 40

Advertising Report Resources Communication 40

NICE inContact

NOVEMBER 20, 2017

Some customers (in particular Millennials and GenZ) actually prefer self-service over speaking with an agent, in particular when their request involves finding information or executing simple tasks such as resetting a password. And don’t forget: review your IVR reporting so you can understand what works well, and improve what does not.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Experience Matters

MARCH 1, 2016

We just published a Temkin Group report, Mobile Experience Review: Purchasing an eGift Card. The report uses our SLICE-B experience review methodology to evaluate mobile experiences. Here’s the executive summary: As more […].

Report 120

Report Groups Interaction Brands 120

West Monroe

JANUARY 15, 2024

Rissa Redden is joined by West Monroe's experts, Kim Seals and Rick Sabatino, to unravel the findings of the 'Digital Disconnect' report. Read our report, The Digital Disconnect: Linking Vision to Real-World Execution. Featuring Kim Seals Kim is a Senior Partner in Org & People at West Monroe. There are three main culprits.

Data 52

Data Technology Report Customer Centricity 52

Optimove

AUGUST 12, 2021

This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. Yes, the previous report was published in a pre-Coronavirus world, and yes, a lot has changed since. For a complimentary copy of the report, click here.

Management 82

Management CRM Telecommunications Report 82

Circular Edge

MAY 17, 2023

Unlocking Data Visualization and Reporting Capabilities: JD Edwards serves as the backbone of many organizations, handling critical business processes across finance, manufacturing, distribution, and more. Mobile Access and Collaboration: In today’s mobile-centric world, it is crucial to have access to data and insights on the go.

Data 52

Data Competitive Advantage Analytics Report 52

CloudCherry

FEBRUARY 20, 2019

From browsing on mobile when shopping in-store, to following brands on Instagram for product updates – your customers are spending more time with you in non-traditional ways. In the last few years, a “mobile-strategy” has consisted of having a mobile-optimized survey, and a responsive website. Decreasing churn? Conclusion.

Strategy 273

Strategy CEM Analysis Self Service 273

SurveySparrow

APRIL 19, 2024

Share them via multiple channels and visualize the data on an executive dashboard. Analytics and Reporting: Connect the dots with real-time reporting cross-tabulation. You can also get the reports delivered straight to your inbox. Mobile Form Builder: Convert all your offline documents into fillable forms.

Tools 52

Tools Analytics Data e-support 52

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. And for good reason. compared to only 1.8% for hospitals with low patient ratings.

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

GetFeedback

SEPTEMBER 7, 2018

Once you’ve set goals, the next step is to create your plan for execution. Next, you need a solid execution plan. An execution plan will ensure you have thought of everything when it comes to putting your plan into action. Step 2: Get executive buy-in. When presenting your case to the executive board, show them the data.

Net Promoter Score 150

Net Promoter Score Survey CRM Feedback 150

Circular Edge

FEBRUARY 26, 2024

In the future, ensuring the right mix of business and project team members will streamline execution. Business Requirements Implement Apparel Management solution for Order to Cash, Procure to Pay, Accounting and Reporting/analytics needs with KMS(Manufacturing) software integrations and various other third-party application integrations.

Apparel 40

Apparel Management Advertising Fashion 40

Optimove

JUNE 16, 2022

Recently, marketing leaders have been struggling with this challenge as the value of mobile advertising has cratered. A Mobile Target. Last month, Forbes revealed that since Apple’s privacy changes on April 21′, the average mobile advertiser’s return on investment has been cut by 38%. A Holistic Solution.

ROI 52

ROI Strategy Marketing Fashion 52

SurveySparrow

MARCH 12, 2024

Analytics and Reporting Tools: Analytical features help you understand trends, user satisfaction levels, and areas of your site that may need improvement. Omni-channel Distribution : Share surveys via web, mobile, social media, and email. Real-Time Analytics : Get insights with actionable data and real-time reports.

Tools 52

Tools Feedback Analysis Analytics 52

GetFeedback

DECEMBER 27, 2018

Marketing executives at 500+ employee companies? We’ve also simplified the distribution list process, by providing the ability to send your survey directly to a Salesforce Report (if you’re using GetFeedback for Salesforce ). Email gives you the ability to decide how targeted or broad you want to be in your distribution efforts.

Survey 199

Survey How To Social Media Feedback 199

Customer Bliss

AUGUST 31, 2016

Make sure your customer experience is mobile friendly. Did you know that 52% of B2B customers are less likely to engage with a company if their experience isn’t mobile friendly? 52% of B2B customers are unlikely to engage with experiences that aren’t mobile friendly Click To Tweet.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

Uniphore

DECEMBER 27, 2021

Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent. Conversational AI may be the answer.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Connecting SDGs to everything we do.

Government 98

Government Exercises Innovation Report 98

West Monroe

JANUARY 21, 2024

Their findings set the stage to successfully execute damage assessment strategies and adeptly repair across the impact zone when the time comes. The extent to which a utility knows the condition and health of its infrastructure is critical in laying the foundation for restoration efforts in the aftermath of a disaster event.

Government 52

Government Resources Analysis Tools 52

BlueOcean

JANUARY 6, 2020

According to a Microsoft report , customers around the world use three to five different customer service channels on average. So, at the end of the day, executing on a loyalty-building omnichannel customer service depends upon thoughtful strategy, elegant technological solutions, rigorous process, and sophisticated agent training.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. Employees are told to focus on it, believe in it, and execute on it. The leaders I speak to express this same feeling. ” with very little else.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance. Top 5 HR Reporting and Analytics Tools 01.

Analytics 52

Analytics Report Data Strategy 52

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sometimes, the agent can report poor connectivity, low internet bandwidth, etc. With 15+ parameters of network & device management reports, the managers can get an in-depth insight into the issues causing low productivity.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. Download report for $195.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

TechSee

NOVEMBER 27, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. The pressure is also on to compete with a growing share of digitally-native companies and mobile-first, always-on technology that are commonplace and re-defining expectations in many other industries.

Insurance 106

Insurance Financial Touchpoint Contact Center 106

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Download report for $195. Download report for $195.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

JUNE 16, 2020

I used my mobile app to try to update. I had purchased via the mobile app originally, and the only payment option was Paypal. Then I had interacted exclusively via the mobile app with the brand. Look for patterns in what customers report. This is where cross-functional teams and executive support are vital.

Effort Score 214

Effort Score How To Touchpoint Contact Center 214

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173

Report Customer Experience Leadership Study 173

Lithium

JANUARY 26, 2022

Kiosks are the new waiters; mobile apps the new foyer; messaging conversations the newest form of checkout. Instagram, TikTok, and other social media channels doubled down on their commerce offerings and a bright but uncertain future is unfolding for marketing executives to capitalize on.

Report 52

Report Brands Strategy Social Media 52

Optimove

AUGUST 31, 2023

While progress is being made, only 17% claim full execution of zero-party data strategies and 22% for first-party data. In essence, this report reveals that consumers do experience Marketing Fatigue. By capitalizing on the insights within first and zero-party data, marketers can craft experiences that consumers genuinely appreciate.

Data 52

Data Marketing Multi-Channel B2C 52

Thematic

APRIL 3, 2024

Ideally, the Voice of the Customer should reflect the intended Brand Customer Experience 💡 Example SMART Goal: "Grow the number of repeat purchases of first-time mobile purchasers by 10% within the next quarter. Effort: Evaluate the resources required (time, money, cross-team collaboration) to execute changes. ” 5.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

COPC

APRIL 1, 2024

These include AI-driven voice bots, chatbots, mobile apps, kiosks, and web tools. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. COPC partners with prominent global brands, guiding them in crafting and executing their CX strategies.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

TechSee

MAY 19, 2021

By streamlining the execution of once complex, labor-intensive, and time-consuming procedures such as basic troubleshooting, billing, data entry, workforce management, and order fulfillment, RPA frees call center staff for higher value-add work. According to Google , 27% of the online global population is using voice search on mobile.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

SurveySparrow

MARCH 2, 2024

Intuitive Interface CX Module Templates CSAT, NPS Mobile First Surveys Insert Images & Videos Conditional Logic Analytics Limited Payment Gateway PCI, HIPAA, GDPR, and WCAG 2.1 Detailed analytics: It offers in-depth reporting and data analysis capabilities. Pricing Starts at $29/month Starts at $50/month Off we go, then!

Comparison 52

Comparison Analytics NPS Abandon Rate 52