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

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Just 30 percent of customers agree.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

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

Avaya

OCTOBER 4, 2016

Having a customer-centric culture during Customer Service Week (October 3-7) and beyond requires a persistent focus on providing a consistently strong contact center. To accomplish this day in and day out, choosing a partner with the same focus on proactive customer service goes a long way.

Customer Service 45

Customer Service Banking Engineering Customer centricity 45

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. Gone are the days when companies could offer only phone and email options for customer service and technical support. All Channels – All the Time.

Customer Service 0

Customer Service Self service Advertising Airlines 0

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. The Shift to Remote Work. Why Expansion Selling Matters Now.

SaaS 71

SaaS Upselling Accountability Sales 71