Peter Lavers

NOVEMBER 16, 2017

eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). Pretty much everything described so far has been about what businesses “do” for and to our customers.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

C3Centricity

DECEMBER 1, 2020

The Age of the Customer and the Fourth Industrial Revolution. In one of their older Customer Experience reports Forrester claimed that we are now in the “ Age of the Customer “ This was music to my ears when I first read it, because as you know I’m a customer champion. Click To Tweet.

Marketing 102

Marketing Big data Customer centricity B2C 102

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. What do you think?

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Both solutions have a dramatic impact on the customer experience, improving support processes and lowering costs across the board.

Technology 153

Technology Analytics Enterprise Call Center 153

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

TechSee

JULY 20, 2022

In today’s economic climate, service leaders are pressured to reduce costs while meeting the increasing demand for improved customer service experiences. This is a paradigm shift for the AI industry, since customized computer vision AI models are typically costly and slow to deploy. cial intelligence and big data.

APIs 21

APIs Self service Enterprise Big data 21

AWS Machine Learning

FEBRUARY 18, 2025

About the Author Carlos Contreras is a Senior Big Data and Generative AI Architect, at Amazon Web Services. Carlos specializes in designing and developing scalable prototypes for customers, to solve their most complex business challenges, implementing RAG and Agentic solutions with Distributed Data Processing techniques.

APIs 72

APIs Engineering Metrics Big data 72

C3Centricity

AUGUST 6, 2024

In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. It is called “Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy.” As before, I provide supporting data and some inspiring case studies to get you going.

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 70

Customer centricity Big data Business Process Outsourcing outsourcing 70

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. The industry grew a measly 1.0%

Big data 87

Big data B2C Marketing Airlines 87

Cincom

JANUARY 31, 2025

The travel industry has embraced digital tools to revolutionize the customer journey, making planning faster, easier, and more efficient. Companies use advanced technologies like AI, machine learning, and big data to anticipate customer needs, optimize operations, and deliver customized experiences.

CRM 40

CRM Analytics Automotive Technology 40

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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? For more information about this research and how organizations can use it, see Measure Customer-Centricity.

Benchmark 88

Benchmark Customer centricity Big data Marketing 88

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck. To do so, you’ll need to know: Who your customers are.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

Outsource Consultants

FEBRUARY 16, 2018

According to a recent article by James Warner, going digital shifts the focus of companies from what they sell to who they sell their products to; their customers. To read more about this topic, please check out the following article: “How Customer-Centric Digital Transformation is Doing Wonders” by James Warner.

outsourcing 52

outsourcing Big data Customer centricity Contact Center 52

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. How to Manage your Tasks.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

CSM Magazine

MARCH 19, 2021

“We are thrilled to welcome ISS to the IRI family as we continue to invest in our industry-leading capabilities and expertise and build on our track record of successful loyalty collaboration programs,” said Andrew Appel, president and CEO of IRI. ” About the IRI Partner Ecosystem.

Big data 52

Big data B2B Analytics Customer centricity 52

Anexa BPO

SEPTEMBER 5, 2021

Data science, advanced analytics, AI-enabled technology….these What do they mean, how do they tie into a customer-centric world and exactly where can robust BPO (outsourcing) companies fit? What exactly is data science? At Anexa, we place “customer experience” at the forefront of all our customer-centric services.

outsourcing 52

outsourcing Customer centricity Finance Analytics 52

Amity

JUNE 14, 2016

In this article, Jeff Charles lists five ways to build a stronger relationship with your customers. Regardless of your industry, it doesn’t take a good product to keep a customer, it takes a relationship. Go beyond the basics by really building and maintaining relationships with your customers. in Series C Funding.

Real estate 56

Real estate SaaS Government Healthcare 56

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? For more information about this research and how organizations can use it, see Measure Customer-Centricity at ClearActionCX.com.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

Dialer 360

MAY 14, 2019

Customer-centric isn’t about offering the best customer service. Even though, the strategy is based on putting with the customer first. Their customer-centric strategy with results. This is also applying to find from the customer centricity towards call centers. These all engage to customers.

Customer centricity 24

Customer centricity Call Center First call resolution Big data 24

REVE Chat Blog

FEBRUARY 12, 2020

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . Make use of big data analytics. What obstacles might they face? .

Banking 76

Banking Customer Experience Chatbots Big data 76

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

Mindtouch

OCTOBER 14, 2016

Now, everyone in every role and industry can use AI to be their best. Salesforce, the CRM platform with clouds for every branch of the business world now has AI which for now will help to serve insights “in every role and industry.” But AI like Salesforce’s Einstein is beginning to help shape the way that businesses use Big Data.

CRM 48

CRM Big data Customer centricity Marketing 48

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

C Space

MARCH 12, 2020

She envisions a near future where the relationships companies form with customers play as vital a role in organizational operations and decision-making as big data and sales results. As you think about what’s coming next, ask yourself how well you know your customers, and what new norms do you want to create.

Construction 59

Construction Government Big data Sales 59

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. Always analyze customer satisfaction.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ijgolding

APRIL 29, 2016

From my days at John Lewis through to today helping well-known brands to align themselves with their customers. I have seen most fads come and go, customer databases, CRM, big data, one to one marketing, to name but a few. More on Customer Centricity at www.customercentricity.org. Over 25 years in total.

Consulting 54

Consulting Consulting Big data Customer centricity 54

NobelBiz

DECEMBER 19, 2023

These data can be organized and analyzed to help better understand what’s happening in the call center . The industry benchmark for supervisor escalation is 10% or less . Overcoming these challenges ensures a more efficient, responsive, and customer-centric contact center environment.

Call Center 105

Call Center Management Contact Center Wait times 105

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. This personalization increased customer retention by 18%.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CSM Magazine

JUNE 12, 2015

provides customer-centric strategic services to organizations planning and implementing CRM/Social CRM, Big Data Analysis/Insight, Branded Communities, Customer Experience Management, and Channel Optimization initiatives. Founded in 1985 and headquartered in Bethesda, MD, ISM Inc.

CRM 40

CRM Enterprise Big data Customer centricity 40

NobelBiz

FEBRUARY 22, 2023

The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. How to harness Data: The 3 V’s No organization wants Big Data to contaminate its transactional database.

Analytics 52

Analytics Call Center Big data Contact Center 52

aircall

DECEMBER 23, 2020

Technology has changed virtually every industry in one way or another. It’s given customers greater control. Big data has changed the dynamics of the B2B sales cycle. A customer-centric approach works best. B2B buyers are more connected to the industries they want to buy from.

B2B 62

B2B Sales Technology voip 62