CX Centric

APRIL 4, 2023

To access the full State of Customer Centricity report click here. The other major finding is that one in three organizations are made up of employees who are often blocked by poor processes or poor technology, or maybe even poor policies and little effort is made to fix this. Over 250 organisations worldwide took part in this project.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. Knowing certain products cause this hesitation, reassure customers both online and in-store about return policies. Customers need reassurance. Showcase how products can be used.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

C3Centricity

MAY 12, 2024

The company has a 365-day return policy and is known for going above and beyond for customers, such as when a customer service representative sent flowers to a customer who had lost her mother. According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences.

Loyalty 156

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 156

InMoment XI

MAY 4, 2022

Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. In this blog, we will delve specifically into the UK insurance industry. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Clarivate

OCTOBER 26, 2022

The world’s sustainability challenges provided the impetus for our new report, A study of energy in transition: the role of research and innovation in the world’s shift to sustainable energy sources. The challenge facing policy makers, scientists and engineers is to match ambition with tangible action. Becoming part of the solution.

Report 52

Report Government Innovation Analysis 52

C3Centricity

FEBRUARY 27, 2024

Employee Engagement : A Gallup poll revealed that organizations that frequently implement small, incremental changes report 25% higher employee engagement levels than those relying solely on large-scale transformations. Google’s “20% Time” policy is a famous example of fostering employee engagement through atomic changes.

Employee Engagement 226

Employee Engagement e-support Policies Retail 226

Comm100

AUGUST 21, 2023

Across schools in North America, a spotlight has rightfully been put on diversity, equity and inclusion (DEI) within admission practices and policies. According to FairTest’s website , there are currently 1,900 colleges in the US that offer test-optional or test-blind policies for students seeking to enroll in Fall 2024 or beyond.

Effort Score 130

Effort Score Policies Course Culture 130

Kustomer

JULY 1, 2020

It comes as no surprise that the vast majority of respondents reported a need to be more efficient. A total of 92% of organizations say more efficiency is needed, but 51% also reported that there is a greater need for efficiency than a year ago. Another top roadblock to delivering efficient support is unclear or unknown policies.

Report 52

Report Self Service Policies Tools 52

Clarivate

APRIL 25, 2024

Through patent analytics , organizations can approach SDGs in three distinct ways: Innovation mapping to SDGs using their own portfolio Benchmarking of SDG mapping against industry peers to gain insights into competitor activity Sustainability reporting to help create an informed strategy for R&D and IP investments that align with SDGs.

Innovation 59

Innovation Policies Case Study Study 59

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CSM Magazine

MAY 8, 2024

Alignment with Legal Requirements What about your customer service policies and practices? Are they still aligned and compliant (remember your report dues?) You can have policies where employees are encouraged to reach out to private law firms, like Vaughan & Vaughan , for their concerns, whether job-related injuries or not.

Customer Service 52

Customer Service Policies Guidelines Exercises 52

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! A significant group, falling under “other,” are agencies that defy neat categorization: And, in the report, we’ve compared insight against 2018 results to show you where the market is headed and how you can – and must – adapt. Who did we survey exactly?

Report 52

Report Analytics Entertainment Survey 52

Helen Dewdney

APRIL 6, 2019

ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. I hear frequent reports of how this practice is killing them. Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions.

Policies 40

Policies Social Media Fashion Retail 40

NetBase

DECEMBER 19, 2018

Our Social Media Reporting Series continues with a look at how to perform influencer analysis reporting – and why you must. There are a few different types of influencer reports you may use, depending on your needs at any given time. Influencer Identification Report. Influencer Monitoring Report.

Analysis 53

Analysis Report Social Media Analytics 53

Playvox

MARCH 7, 2024

Beyond celebrating National Women’s History Month, the commemoration of this date calls for a deeper assessment of how best practices and policies can be adopted to support women’s personal and professional growth. Bringing these reports, statistics, and trends to a corporate implementation is challenging for various industries.

Culture 87

Culture Policies Leadership Guidelines 87

AWS Machine Learning

MAY 9, 2024

People According to a Gartner report, 53% of business, functional, and technical teams rate their technical acumen on generative AI as “Intermediate” and 64% of senior leadership rate their skill as “Novice.” It helps manage and scale central policies and standards.

Government 106

Government Policies Guidelines Leadership 106

BlueOcean

OCTOBER 23, 2023

Detail roles and responsibilities, policies, and measurements. Reporting Your customer care program may accumulate more data than any other part of your organization. Provide an example of how you have used reporting to positively impact a client’s business. What reports form the foundation of your quarterly business reviews?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Comm100

OCTOBER 26, 2022

SLA policies. Customer service software like Comm100 Live Chat can help facilitate the tracking and reporting of agent responses through tools like Service Level Agreement (SLA) policies. SLA policies allow organizations to set standards for response and resolution times that can be monitored and communicated to customers.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

Kustomer

APRIL 26, 2020

Fifty-two percent of customer service professionals say the global pandemic is affecting their customer service organization a great deal, meaning massive changes in ticket volume, customer attitudes, or policies. An additional 27% report being impacted slightly less, experiencing significant changes due to COVID-19.

Report 52

Report Customer Service Healthcare Policies 52

Blake Morgan

FEBRUARY 28, 2023

Deloitte recently published a report called Buying into Better , highlighting the changing industry’s markets, models, and mechanics. Shifting economic policy. Changing national policies, international dynamics, monetary policies, and more greatly impact consumers.

Retail 111

Retail Industry Policies Consumers 111

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. Background.

Policies 45

Policies Self Service Social Media Retail 45

Magellan Solutions

APRIL 24, 2023

Some of these services include: Task Management Risk Assessment Establishing Policies Claims Management Auditing Insurance compliance minimizes violation risks and enhances the totality of business activities. It recognizes potential compliance threats, ensures regulatory compliance, and updates procedures and policies.

Insurance 97

Insurance Meeting Company Policies 97

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Privacy policies. Company policies that affect customers.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Qualtrics

APRIL 12, 2021

Download and read the full report here. Over half of respondents (53%) said a long-term remote work policy would make them consider staying at their organization longer, and 10% said they would probably quit their job if they were forced back into the office full-time. To read the Qualtrics XM Institute’s full report, visit: [link].

Report 52

Report Travel Healthcare Connections 52

CSM Magazine

MAY 14, 2024

Additionally, customer service training should also cover topics such as product knowledge, company policies and procedures, and how to handle difficult customers. Familiarity with Company Policies and Procedures : Knowing the organizational playbook allows for consistent and reliable customer interactions.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

Uniphore

OCTOBER 14, 2021

Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack. For more details, review our privacy policy. You can unsubscribe anytime.

Technology 182

Technology Chatbots Innovation Policies 182

Steve DiGioia

JANUARY 18, 2021

McDonald’s corporate policy was to serve it at a temperature that could cause serious burns in seconds. McDonald’s had received more than 700 previous reports of injury from its coffee, including reports of third-degree burns, and had paid settlements in some cases. The coffee was not just “hot,” but dangerously hot.

Customer Experience 298

Customer Experience Policies Customers Report 298

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. Background.

Policies 40

Policies Self Service Social Media Retail 40

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. Background.

Policies 40

Policies Self Service Social Media Retail 40

Magellan Solutions

AUGUST 1, 2022

For the first quarter of 2022, PEZA reported an investment total of PhP 8.14 IBPAP has been collaborating with the current and incoming governments to talk about the actions necessary for a uniform and extensive policy on hybrid work and to make it easier for new investors to do business. . Source: IBPAP. . Source: IBPAP. TALK TO US!

Report 40

Report Industry Government Healthcare 40

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. Insurance companies can improve their integration of policies and ensure that immediate actions are taken with a frictionless method. It can help in resolving recurring issues which can be easily reported and taken care of.

Insurance 59

Insurance Industry Self Service Customer Service 59

Circular Edge

MARCH 5, 2024

Due to Jurgensen IT policy, the CE team could not access E1 PD data, hence if PY data was not the latest, we had to work with Jurgensen IT team with screen sharing to understand functional process and analyze business data. Quick Facts Industry Construction Products E1 Custom report to read and load Concur Expenses data file.

Innovation 52

Innovation Policies Report Data 52

West Monroe

APRIL 28, 2024

From a policy, regulatory, and technology standpoint, utilities are also faced with the challenge of navigating a complex landscape of having to modernize the electric grid while simultaneously decarbonizing our economies. But policy challenges—including regulatory barriers and public perception—remain significant challenges.

Trends 52

Trends Policies Return on Investment Technology 52

CSM Magazine

JULY 24, 2023

Compliance and Reporting Requirements Complying with workers’ comp insurance regulations is crucial. Accurate record-keeping and timely reporting of workplace incidents, injuries, and illnesses are necessary. Small business owners must prioritize accurate record-keeping and reporting to avoid adverse outcomes.

Insurance 52

Insurance Policies Hospitality Financial 52

Clarivate

APRIL 14, 2024

In addition to the ‘internal’ criteria of excellence, timeliness and pervasiveness, these externalities were: exploitability – potential for nationally profitable industrial or commercial use; applicability – potential for social, environmental or policy use; and significance for education and training. In the third century B.C.E.,

Government 59

Government Policies Report Culture 59

Uniphore

JANUARY 21, 2022

AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. In fact, the KFF reports that 62 percent of members don’t understand their coverage options. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246