Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen , FCR’s Director of Client Analytics.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. AI comes to Customer Experience - bad or good? Lavas (@lavas) 29 November 2017.

Healthcare 102

Healthcare Customer centricity Engineering Analytics 102

ShepHyken

NOVEMBER 4, 2022

BPOs not only help you win customers, but they are a proven method of generating revenue as well. In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Let us look at six ways in which BPOs can increase customer experience for your business. .

Customer Experience 167

Customer Experience Scripts Self service outsourcing 167

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Put the customer at the center of every decision. Billion in 2016 USD 13.18

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Before we jump into anything else, let us first explore the definition of customer service standards.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. By Donna Fluss. Introduction.

Analytics 48

Analytics Consulting Consulting Surveys 48

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Clarabridge

MAY 2, 2017

Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond. American Family Insurance Unpacks the Importance of a Customer-Centric Culture.

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40

HGS

MAY 22, 2018

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report.

Healthcare 100

Healthcare B2C Government Analytics 100

aircall

FEBRUARY 13, 2017

This leads me to the next point, a modern sales process must be both milestone-centric and customer-centric. A study conducted by Hubspot Research shows that there’s a wide gap between what prospects and customers want to learn about during the first call and what sales people actually talk about. That’s huge!

Sales 83

Sales Customer centricity Coaching CRM 83

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. How can this be fixed? Share this page on: Tweet.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)

Analytics 51

Analytics Journey mapping Multichannel Government 51

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 54

Contact Center Customer centricity Interactive Voice Response Analytics 54

ProProfs Blog

JULY 30, 2021

Also, its customer centric strategies include prime membership, that offers special privileges for loyal customers like quick delivery, low pricing, and so on. There are many tools like Google Analytics and Visitor Analytics that give you a comprehensive analysis of your website traffic. Image Source: Amazon. (c)

Surveys 167

Surveys Marketing Feedback Analytics 167

ClientSuccess

FEBRUARY 3, 2020

JD has led the charge on several industry award-winning products including Adobe Analytics, Mobile and Video, and delivered InMoment’s Discover as New Product of the Year by the American Business Awards in May 2017, also the winner of an International Gold Stevie® Award by the 2017 International Business Awards ?.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ClientSuccess

FEBRUARY 3, 2020

JD has led the charge on several industry award-winning products including Adobe Analytics, Mobile and Video, and delivered InMoment’s Discover as New Product of the Year by the American Business Awards in May 2017, also the winner of an International Gold Stevie® Award by the 2017 International Business Awards ?.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 48

Contact Center Customer centricity Interactive Voice Response Analytics 48

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 48

Contact Center Customer centricity Interactive Voice Response Analytics 48

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? You might also be interested in these posts: How text analytics delivers customer experience value.

Best practices 65

Best practices Metrics Analytics Customer centricity 65

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Big data 87

Big data B2C Marketing Airlines 87

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52