OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Personalized Customer Experience.

outsourcing 71

outsourcing Customer Support Engineering Self service 71

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. 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

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. Without it, no matter how customer-centric your marketing is, the service you provide will not deliver on your promise, undermining the relationship.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. Customers 2020 Report.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

SharpenCX

DECEMBER 10, 2019

You have to define your call center performance goals and desired customer outcomes, first. Companies labeled by McKinsey & Co as customer-centric rally around customer outcomes above all else. And every customer experience outcome is measured, shared, and tied to individual performance assessments along the way.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

CSM Magazine

OCTOBER 21, 2024

million Filipinos and generated approximately $26 billion in revenue in 2020 alone, according to Everest Group. This massive growth can be attributed to a combination of factors: the country’s English proficiency, cultural alignment with Western markets and a workforce known for its strong communication skills and customer-centric approach.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer retention 62

Customer retention B2B Enterprise Customer centricity 62

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Getting the metrics right.

Finance 52

Finance Customer centricity Feedback Metrics 52

Education Services Group

FEBRUARY 5, 2021

ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Learn more at esgsuccess.com.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. Lack of alignment on important metrics. For a truly customer-centric organisation these may include: Market and category shares. Customer profiles. Business acumen.

Marketing 110

Marketing Metrics Customer centricity Best practices 110

Satrix Solutions

JANUARY 24, 2022

For these B2B businesses to continue securing loyalty with existing, but also winning over new customers, alike, CX has grown from a “nice to have” to invaluable in its importance as a key differentiator. Develop a robust CX program that business leaders can stand behind and build a customer-centric culture within the organization.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

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

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020.

Customer Service 112

Customer Service Self service Best practices Consulting 112

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

bold360 Blog

DECEMBER 16, 2019

And in the fast-moving world of customer experience (CX), you can expect some meaningful changes and evolutions. To peer into what’s coming in 2020, we recently sat down with Nate Brown, co-founder of CX Accelerator, for Episode 9 of CXNext Live. Along with this shift, the types of metrics companies are looking at will change too.

Customer centricity 40

Customer centricity Contact Center Metrics Analytics 40

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Enghouse Interactive

JANUARY 27, 2021

With technology adoption increasing across all industries, more companies are leveraging video-based capabilities to become more customer-centric, increase their overall responsiveness, and by extension, become more successful. Over the last two years (2020 vs 2019) it’s no surprise that 15.8% Video is the new Face-to-Face.

Contact Center 94

Contact Center Technology Customer centricity Analytics 94

Jon Arnold

OCTOBER 16, 2020

Telephony was still largely analog and call recording capabilities were limited, so there wasn’t much in the way of metrics. As technology advanced, and other channels came along, customer service extended beyond telephony, and the call center became the contact center.

Big data 98

Big data Contact Center Analytics Metrics 98

Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Measuring how happy your customers are with your service and how likely they are to return is a great predictor of overall business success. Use success metrics to: Gauge the success of new initiatives.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Getting your product directly to the customer is an important way to start focusing on the customer experience. This has increased since 2020 and it is easy to understand why.

Customer centricity 52

Customer centricity B2C Feedback Surveys 52

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 4: Place self-service at the core of a Customer Engagement Hub.

Self service 95

Self service Enterprise Multichannel Customer effort 95

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. Let’s think in customer touchpoints instead.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

JivoChat

DECEMBER 5, 2019

If you want to leverage online customer service to boost lead generation, drive sales, and retain more customers, pick one of the alternatives in our list with the best live chat software to use in 2020. Freshchat is also one of the best live chat software in 2020.

Chatbots 52

Chatbots CRM Enterprise Customer centricity 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

Russel Lolacher

JUNE 29, 2021

Timely customer service – With a customer-centric mindset, we regularly respond to the public to answer questions, correct misinformation, listen to feedback and note rising issues (all shared with relevant business areas). In 2020, we received xxxx messages we needed to monitor and respond to.

Education 98

Education Government Metrics Customer Care 98

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

Advertising 98

Advertising Feedback Metrics Surveys 98

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Give every man thy ear, but few thy voice, William Shakespeare Good customer service starts with listening. More about William Shakespeare ] 6.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Eptica

MAY 13, 2020

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. Published on: May 13, 2020. It is quality rather than quantity that matters, Seneca Focus on satisfying your customers, rather than metrics based on the volumes of interactions completed.

Customer Service 79

Customer Service Benchmark Best practices Banking 79

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Published on: February 05, 2020. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Lumoa

AUGUST 3, 2021

How can you improve the customer experience if it’s not clear what customers are frustrated with? One way to actively combat inconsistency in your customer journeys is to create a journey map. Journey maps help maintain a customer-centric mindset by listing out all the places a customer will interact with your business.

Journey mapping 97

Journey mapping Customer Experience Metrics Customer centricity 97

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 88

Customer Experience Telecommunications Metrics Feedback 88

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Banking 40

Banking SaaS Entertainment Customer advocacy 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

CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. The concept of a customer-centric culture is often talked about when discussing the customer experience.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59