CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

SEPTEMBER 11, 2024

Integrating AI into contact center operations enables tailored responses and recommendations, increasing customer satisfaction and loyalty. McKinsey reports suggest that personalized customer experiences can lead to a 10-15% revenue increase. Harvard Business Review reports a 25% increase in customer retention rates.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. 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. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. CCNG does just that. 6 Must-Read Customer Experience Trends in 2019.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

DECEMBER 4, 2024

This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions. Additionally, QA auditors can quickly pinpoint specific problem areas for each agent, providing targeted coaching to improve their sales techniques.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195