TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Taking steps to improve CX is proven to deliver results.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

BlueOcean

DECEMBER 10, 2019

In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published loads of content to share our insights and experiences in the world of customer care. Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Skybridge

NOVEMBER 12, 2020

Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology.

Customer Care 52

Customer Care Government Self service Education 52

ClientSuccess

JULY 23, 2019

It used to be that agents were hired based on their expertise in one particular customer service channel. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Social media has become a modern cultural mainstay.

Customer Service 40

Customer Service Self service Customer centricity Customer Care 40

CSM Magazine

AUGUST 22, 2019

As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale. The speaker line-up for 2019 is a list of who’s who in the European customer scene.

Multi-channel support 40

Multi-channel support Customer Service Multichannel Customer centricity 40

Skybridge

JUNE 3, 2020

If you’ve been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019…. “…but That’s according to Christine Rimer, vice president of customer experience and advocacy at Survey Monkey. but those reports may as well be turned into bird-cage liners now.”. She’s right.

B2B 52

B2B Customer centricity Surveys Best practices 52

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Management 94

Management Journey mapping Analytics Customer centricity 94

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. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

AUGUST 28, 2019

With customer satisfaction at the heart of all its missions, NGN has been shortlisted for the Best Customer Experience Strategy – CX and Beyond, Business Change or Transformation and Customer-Centric Culture – Transformation awards.

Customer Experience 8

Customer Experience Customer centricity B2B Customer Care 8

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges.

Contact Center 59

Contact Center Coaching Scripts Management 59

NobelBiz

JUNE 29, 2021

The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels. Techniques are emerging to better satisfy customer expectations before, during, and after the purchase/use, whether it’s before, during, or after the purchase/use.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

COPC

NOVEMBER 13, 2019

With the fast development of the internet, Shouqi Limousine & Chauffeur was built on the idea of brand quality and value, passing on the same excellent service to each and every customer. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

CX Journey

OCTOBER 30, 2018

Let's stop renaming things - customer experience is customer experience - and focus more on understanding and executing. Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast. What’s happening on the inside is felt on the outside by the customer.

Metrics 35

Metrics Customer Care Customer Experience Feedback 35

Comm100

FEBRUARY 16, 2018

Adopt a customer service solution that takes care of social messaging in the same console as your live chat, or at least ensure that your social media is in part owned by your customer service team to ensure quality customer care over messaging apps. So, what’s a customer-centric company to do?

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

SmartKarrot

DECEMBER 18, 2023

From its nascent stages as a customer delight team to the current era of specialized roles like Customer Advocates, the metamorphosis has been exponential. Organizations, now more than ever, are entrusting their customer care and growth responsibilities to dedicated customer success teams.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

SmartKarrot

DECEMBER 18, 2023

From its nascent stages as a customer delight team to the current era of specialized roles like Customer Advocates, the metamorphosis has been exponential. Organizations, now more than ever, are entrusting their customer care and growth responsibilities to dedicated customer success teams.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

ShepHyken

OCTOBER 21, 2019

(CustomerThink) In this article, I’ll discuss how the “customer success” movement has developed, what it means, and why I believe it should be a unifying mission to help companies get value from both CRM and CXM, or whatever term you want to use for being customer-centric. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Fonolo

JANUARY 22, 2020

Who Should Attend: CXOs, Heads of Customer Experience, senior UX managers and designers, contact center and customer experience managers. It’s packed full of CX innovators from a variety of industries, all exploring ways to delight their customers again and again; and make the customer experience a priority for businesses.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64