Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 52

Trends Self Service Effort Score Social Media 52

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business. Future Outlook.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

CX Journey

APRIL 7, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). He authored the globally-leading text book Services Marketing: People, Technology, Strategy (World Scientific, 8th edition, 2016, co-authored with Christopher Lovelock). Your Service College.

Culture 80

Culture How To Net Promoter Score Airlines 80

Horizon CX

JANUARY 6, 2020

Thinking that this was not necessarily my final career choice, I then took the initiative to write and submit an internal white-paper to my management team describing how I would approach collecting and managing the voice-of-the-customer differently than it was being done.

Airlines 100

Airlines Course Management Survey 100

Kitewheel

SEPTEMBER 16, 2019

CX leaders have NPS score data, Marketers have campaign attributions and interactions, Sales has to consider if their emails are being opened, and technology teams are being asked to link it all together. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

SurveySparrow

MARCH 26, 2021

If your product is still in its initial stages, here are some questions that you can ask: Do you have the necessary technologies to build your product? If not, then should you start developing technology to build the product from scratch? On a scale of 1-10, how important is the problem that you are addressing for your target market?

Strategy 52

Strategy Marketing Advertising Airlines 52

InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI).

ROI 260

ROI Customer Retention Infographics eBook 260

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. RICOH Canada has adopted technology to create efficiencies within the organization.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. If this is the case, then great – I recently wrote a white paper on how to engender engagement in employee populations.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Amity

FEBRUARY 10, 2017

At Oracle Marketing Cloud we’ve undergone an effort to integrate various technologies into a single platform that enables our customers to accelerate and optimize the way they find and nurture prospects in a more personalized, targeted, and automated way. What type of metrics do you watch closely?

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48