Beyond Philosophy

APRIL 16, 2022

The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. A lot of companies get customer segmentation wrong.

Construction 66

Construction Consulting Consulting Surveys 66

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Radial’s consumer insights survey indicated that 39% of shoppers intend to start their holiday shopping in October and early November, while 30% say they will begin on Black Friday and Cyber Monday. . Morning Consult.

Consulting 133

Consulting Consulting Finance Surveys 133

ShepHyken

APRIL 20, 2020

Surveys in the Time of Pandemic by Jim Tincher. My Comment: In the midst of the COVID-19 pandemic, is it appropriate to survey our customers? This article features the opinion of seven customer service and experience experts (myself included) sharing the do’s and don’ts of surveys in these unsettling times.

Customer Service 127

Customer Service Consulting Consulting B2C 127

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Do it yourself, or engage with a customer experience consultant like us. They deserve it.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. Little did I know how prophetic Shep’s words would be for 2020. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. What a year 2020 has been! Michelli , Ph.D.,

Customer Experience 191

Customer Experience Consulting Consulting Technology 191

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

NOVEMBER 13, 2021

After the great toilet paper shortage of early 2020, we all know that the line between chaos and order is thinner than we ever suspected. 12:09 Ryan has Dr. Goldsmith explain why the toilet paper hoarding of 2020 is different than a marketing tactic, but inspired by the same psychology. Complete this short survey.

Consulting 195

Consulting Consulting Surveys Marketing 195

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Beyond Philosophy

FEBRUARY 20, 2021

Starting in March 2020, Pine watched as all the events he had booked canceled. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Joe Pine Interview) appeared first on CX Consulting. At first, the organizers canceled them.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

TechSee

MAY 7, 2019

2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Back to the store. TechSee polled more than 3,000 U.S.

Surveys 107

Surveys Entertainment Education Self service 107

CCNG

JUNE 1, 2022

workers describe their companies as being understaffed, and these workers are more likely to say they have recently considered quitting, according to a new (10/2021) CNBC workforce survey. in 11/2021 compared to 2% in 1/2020), and current trend analysis predicts a 25 year high in the coming months. Exactly half of U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

Beyond Philosophy

NOVEMBER 21, 2020

Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020. This episode of The Intuitive Customer hosts guest presenter Zhecho Dobrev, Principal Consultant for Beyond Philosophy, and our lead for digital transformation consultations. Complete this short survey.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Survey Them. Just CLICK HERE to schedule a free consultation.

Consulting 140

Consulting Consulting Surveys Feedback 140

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. consumers in November, 2020 and asked them what type of service they receive most often. There is some hope.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jeanne Bliss, CCO Pioneer, Keynote Speaker, Author and Consultant: “Build your “RESPECT DELIVERY MACHINE!” That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 3 March 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Outsource Consultants

JUNE 15, 2021

Saint Louis Park, MN, June 15, 2021 – Outsource Consultants is honored to announce that we have been selected as one of the Minneapolis/St. Knowing that anxiety was at an all-time high in 2020, Outsource Consultants was dedicated to creating a work environment that provided stability and enjoyment.

Consulting 67

Consulting Consulting outsourcing Call Center 67

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48

PeopleMetrics

JULY 20, 2020

And make the survey as short as possible - 3 minutes maximum! This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. Customer feedback should NOT be anonymous. Treat your people right.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forbes Insights, 2020) Two-thirds of customers could not recall when a brand exceeded expectations. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

MAY 4, 2021

When the pandemic hit back in March 2020, customer service operations went into crisis mode. Another survey corroborated these findings, with just under half (45%) of U.S. increased from 2% to 37% in 2020 , and two out of three U.S Why Customer Service is adopting the Gig Model. Business Continuity in Times of Crisis.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. 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. Over one-in-five saw their budget actually decrease year over year.

Management 94

Management Journey mapping Analytics Customer centricity 94

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Satrix Solutions

FEBRUARY 12, 2020

So, with 2020 around the corner, many business leaders and customer success practitioners are considering how to raise their game in the New Year. As a customer experience consulting firm, we regularly talk with stakeholders who thirst for a greater impact from their CX programs. Ensure you have “real” buy-in.

B2B 78

B2B Feedback Consulting Consulting 78

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. Wall Street Journal.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Nicereply

MAY 14, 2020

For instance, rather than having customer service reps decide whether to refund a customer’s purchase, or whether to approve a mortgage for a certain applicant, AI will make those decisions automatically without the need to consult humans, leading to quicker response times. Capture and implement customer feedback.

Transportation 92

Transportation Sales Feedback Marketing 92