Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. If they stop using it, depending on what the metric is that it’s based on, it’s more volatile. Salesforce started it and they went public in 2004. How does your company stack up to its peers in this regard?

Benchmark 98

Benchmark SaaS B2B B2C 98

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

AWS Machine Learning

DECEMBER 13, 2024

Founded in 2004 in Boise, Idaho, Clearwater has grown into a global software-as-a-service (SaaS) powerhouse, providing automated investment data reconciliation and reporting for over $7.3 RAG benchmark Compare the fine-tuned models performance against a RAG system using a pre-trained model.

Analytics 96

Analytics Management Accountability Engineering 96

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. She has served clients as an independent consulting partner since 2004.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98