CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail Report Banking Tips 52

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 150

Customer Experience Analytics Survey Report 150

Blake Morgan

FEBRUARY 1, 2023

Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out. Click here to read my deep-dive white paper on the top 5 CX trends for 2023. __ Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Trends 111

Trends Customer Experience Consumers Customers 111

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”. Why go “cloud” or stay with an on-premises system?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”. Why go “cloud” or stay with an on-premises system?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Clarivate

JANUARY 30, 2023

In a new white paper from Clarivate , Don’t let standards slip: How to prioritize your efforts when everything is essential, the European Telecommunications Standards Institute (ETSI) database showed that 36% of declared SEPs – 144,000 – were declared within the past two years.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. The same report reveals that 79% of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

TechSee

OCTOBER 19, 2021

A new comprehensive White Paper by The Blumberg Advisory Group called “ Product Returns Avoidance: Strategies for Reducing Product Returns in the Computer & Consumer Electronics Industry ” does a deep dive into the factors driving computer and consumer electronics returns. Truck Roll Rates, and.

How To 124

How To e-support Self Service Retail 124

Kayako

MAY 13, 2022

Gartner reports that 96% of customers experiencing high friction with a company are more likely to become disloyal, purchase less in the future, and spread negative information to discourage others from becoming customers. White papers. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

NICE inContact

OCTOBER 29, 2018

How much work does it take to build a decent report? What to consider beyond the basics of ACD, IVR and reporting. But how often does it go down? How long does it take to repair? How well does your system support omnichannel chat or email access? What direction are your key KPIs trending?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Here are just a few of the insights contained in our report: The most popular metrics for showing CX ROI.

ROI 52

ROI Report Customer Experience Return on Investment 52

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. The same report reveals that 79% of millennials. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 Ask us about our free shipping codes!”).

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Clarivate

FEBRUARY 28, 2024

This subject is discussed in a forthcoming white paper from Clarivate. This begs the question: What computational and analytical tools are available for mining and interpreting rare disease data, and how can companies bridge the gap between data generation and actionable insights?

Tools 59

Tools Healthcare Analysis Analytics 59

Vonage

MARCH 26, 2018

according to Accenture’s Digital Disconnect in Customer Engagement report. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. Otherwise, it could cost you. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Customer Experience Insight

DECEMBER 3, 2020

Nearly 60% of the businesses that had to close temporarily due to COVID-19 won’t open again, according to the Yelp Local Economic Impact Report. One way: When you help customers or give them an added value – such as a sample or white paper – ask if there are others in their organization who might like it, too.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Four out of ten respondents reported increased revenues, 38% said they achieved better financial performance than their competitors, and 37% said they improved sales cycles. Those are awesome numbers.

B2B 100

B2B Report Financial Customer Satisfaction 100

SaleMove

JULY 9, 2021

“To ensure growth and future-readiness, the most strategic insurers strive to be an Inventive Insurer — assuming a customer-centric approach, deploying intelligent processes, practicing business resilience and go-to-market agility, and embracing an open ecosystem.” – Capgemini 2021 trends report.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. Download the report for a deep dive on this topic: Investing in innovative IP legal strategies during challenging times.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

CSM Magazine

JULY 27, 2022

According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. The same report found that the feelings and expectations consumers associate with their preferred brands include trust, transparency, and good customer service.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Oracle

MARCH 22, 2021

B2B marketers don’t have it nearly as quick and easy, with longer average sales cycles marked by building trusted relationships over time and in an ever-growing digital sales environment, as outlined by this June 2020 Forrester report. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing eBook 85

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience.

Sales 99

Sales Loyalty Communication Contact Center 99

Gainsight

OCTOBER 25, 2021

One recent report found 84% of companies that focus on improving their customer experience reported an increase in revenue. Download our white paper and learn how the top SaaS organizations measure success for their product strategies. And that can lift cash flow as well. Feedback reveals user friction points.

Feedback 98

Feedback Roadmap Analysis User Experience 98

Talkdesk

DECEMBER 1, 2020

Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers. Basic analysis and reporting.

How To 243

How To Social Media Analysis Feedback 243

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Little reminders shared consistently with employees will help keep customer service front of mind. Plus, it makes everyone feel good to acknowledge team success. Customers love relevant information.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

Clarivate

OCTOBER 7, 2021

However, everyday inside a company there are interactions that are about serving each other with data, reports, insights and general help. For more tips and best practices for a more impactful voice of the customer program please download our white paper. Treating everyone as your customer.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

ShepHyken

JUNE 24, 2019

Dimelo) In this white paper, a number of our expert’s breakdown why changing your strategy to unify your communications across multiple channels can help you adapt to changing customer behavior. I’m honored to be quoted in this report. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Customer Service 113

Customer Service Poor Customer Service Tips Hotels 113

Clarivate

JULY 19, 2023

In a new white paper from Clarivate TM , Strategic portfolio analysis: A three-part guide to optimize your patent strategy , we provide comprehensive insights to help you approach patent portfolio analysis in three phases, considering the past, present and future positions of your company’s patents. Interested in learning more?

Analysis 52

Analysis Comparison Strategy Tools 52

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . According to Forrester reports, happy customers account for about a 3% bump in revenue potential in most industries. .

Strategy 40

Strategy e-support Feedback Technology 40

Totango

MARCH 8, 2022

The Totango online community includes our blog and other resources such as white papers, reports, on-demand webinars, and a learning hub to help you get the most out of our CS platform. You also can learn by doing by trying the Totango platform free to see for yourself how it works.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Confirmit

FEBRUARY 26, 2019

Despite the provision of dashboards, reports and alerts communicating the need for change, why do our programs struggle to continue to deliver true business results, particularly after the first flush of ‘‘low hanging fruit’’? Voice of the Customer White Papers.

Engagement 40

Engagement Groups Analytics Technology 40

Confirmit

AUGUST 16, 2017

Confirmit provides businesses and researchers a powerful, end-to-end solution supporting the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between. All Solutions White Papers.

Survey 40

Survey Data eBook Social Media 40

Confirmit

JANUARY 9, 2018

In this eBook you will learn how you can implement real-time, interactive data visualizations and reporting that provides your clients with high-quality research that drives business results. Market Research White Papers. Every day, 2.5 quintillion bytes of data are created.

Data 40

Data Marketing eBook Report 40