CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises.

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Your customer data becomes accessible in real-time by everyonefrom leaders to the frontlines.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement. Employee experience and workforce optimisation.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Aria Solutions

MARCH 22, 2017

Even though managing to those metrics resulted in running contact centers efficiently (and thus became the new norm to benchmark against), it also resulted in contact centers blindly managing to those metrics alone, without any analysis of how they are servicing and satisfying their customers’ expectations today.

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Konika Minolta Australia’s CEO, Dr. David Cooke, said this benchmarking and roadmap “created a sense in us for being far more collaborative.

Benchmark 88

Benchmark Customer centricity Big data Marketing 88

Talkdesk

DECEMBER 1, 2020

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. We ask organizations to begin with a self-assessment, scoring themselves across these nine areas.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. By continuously monitoring and improving the quality of customer interactions, call centers can improve their overall performance and achieve better results. This approach improves agent performance significantly.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 78

Surveys Benchmark Metrics Feedback 78

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Konika Minolta Australia’s CEO, Dr. David Cooke, said this benchmarking and roadmap “created a sense in us for being far more collaborative.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

Help Scout

JULY 13, 2021

QANTAS denies it happened, but anyone who has dealt with automated phone systems is prone to believe the customer. Speed up your service: Try being a customer for a day to experience your service from their side. Read Email Response Times: Benchmarks and Tips for Support for practical advice. Teach them to read analytically.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

Lumoa

JANUARY 3, 2023

It would be ideal if you already know your customers’ digital behaviors. For example, how often do they access a particular service (Google Analytics), or how much do they purchase (CRM), etc. Achieving change within an organization and driving customer centricity is already challenging, especially in larger organizations.

Best practices 147

Best practices Surveys Metrics Construction 147

NobelBiz

DECEMBER 19, 2023

The industry benchmark for supervisor escalation is 10% or less . By integrating CRM systems, intelligent routing algorithms, and automated ticketing systems, call centers ensure prompt and efficient handling of customer queries. Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process.

Call Center 105

Call Center Management Contact Center Wait times 105

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Hodusoft

MAY 2, 2021

In order to survive in today’s customer-centric business world, it has become essential for today’s businesses to provide a satisfactory experience to their customers. No matter what industry it is, the business must invest in making efforts to delight its customers. This further helps to ensure better customer service.

Transportation 72

Transportation call center software Call Center Interactive Voice Response 72

ProProfs Blog

MARCH 8, 2019

These factors collectively form the foundation on which your customer satisfaction scores are awarded. Humans are highly analytical and demanding species. Calculating Customer Satisfaction. There is no definite benchmark method to measure customer satisfaction scores. Create a Customer-Centric Culture .

Surveys 83

Surveys Benchmark Customer centricity Feedback 83

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences.

Management 89

Management Analytics Chief Customer Officer Metrics 89

ClearAction

NOVEMBER 26, 2017

Customer-centricity. Mobilizing behind the customer requires cross-functional alignment & collaboration. Analytics should not become anal -ytics. Better benchmarking. Marketing is the least benchmarked of all corporate functions. Marketing Operations uses benchmarking to perform critical gap analysis.

Marketing 70

Marketing Enterprise Benchmark Accountability 70

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Kia is a pioneer in the field of Customer Experience.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

JivoChat

JULY 19, 2023

It helps create relevant, engaging, personalized content that drives customer advocacy. Ideally, customer advocacy requires putting the needs and interests of customers at the forefront of every decision-making process. Spotting growth opportunities through competitive benchmarking Let’s get the basics in context here!

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Cincom

JANUARY 31, 2025

2- Data-Driven Strategies Data being a strategic asset in the digital age, successful organizations leverage big data analytics to understand customer behavior, predict market trends, and optimize operations. 4- Customer Experience Enhancement Customer-centricity is a critical pillar of digital transformation.

CRM 40

CRM Analytics Automotive Technology 40

CSM Magazine

MAY 9, 2023

As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.

Customer Service 52

Customer Service Customer centricity Feedback Analytics 52

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

NOVEMBER 15, 2024

These could include integrity, innovation, or customer-centricity. Web traffic analytics can show changes in engagement levels, while click-through rates on digital ads can reveal effectiveness in attracting customer interest. Benchmarking against industry leaders can provide insights into current trends.

Customer Service 52

Customer Service Feedback Marketing Surveys 52

Inbenta

MAY 7, 2021

By comparing your average to benchmark times in your industry, you know where you’re starting from. This plan should be customer-centric, and one thing to consider is your customers needs. What are your customers’ needs? It’s worth working out your average and seeing how you compare. If so, why? Flexibility.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

Comm100

MAY 13, 2019

Offering these functionalities is also a great way to boost your organization’s customer satisfaction scores. Your agents get a 360-degree view of the customer with information from your CRM, web analytics platform, previous interaction history and more at their fingertips thanks to chat.

CRM 71

CRM Finance Benchmark APIs 71

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Global Response

MAY 22, 2023

Some of the most valuable businesses today—think Apple, Amazon, Starbucks—have implemented a customer-centric business model that places the customer at the heart of all business decisions, product design, services and direction. And at the heart of such a model is customer feedback. Customer feedback.

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

CSM Practice

NOVEMBER 4, 2019

Mature SaaS companies are generally more concerned with the elements of scaling customer success. Their inquiries include the best approaches to: Operationalizing the customer journey. Defining the role of partners in the customer success organization. Acquiring analytics and data science skills for the CS team.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

CSM Magazine

MAY 12, 2021

Outstanding CX – successful organisations are fuelled by the customer experience (CX), where everyone works towards the same goal of delivering exceptional CX. Connected Enterprises introduce processes that are simple, customer-centric and designed to be implemented organisation-wide.

Enterprise 64

Enterprise Construction Finance Benchmark 64

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 Pace-setter companies understand that renewals vary in size and difficulty across the customer base and they utilize this to their advantage. Apart from early analytics, these are two other factors that make the process more effective: Renewals Operations Team.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

CSM Magazine

APRIL 25, 2023

Aim to create personalised agent dashboards that benchmark performance against specific KPIs in a highly visual way to encourage self-improvement and build confidence. Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’.

Coaching 52

Coaching Analytics Benchmark Contact Center 52

Horizon CX

OCTOBER 3, 2020

Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide. Becoming customer-centric requires an understanding of the mapping process which can have the most immediate effect.

Surveys 52

Surveys Government Benchmark Journey mapping 52