Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. appeared first on.

Banking 250

Banking Customer centricity Consulting Consulting 250

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Beyond Philosophy

SEPTEMBER 7, 2015

You will become a valuable resource to your customers when you post information about your products and your industry. Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. The key is to not be self-promoting.

Advertising 416

Advertising Engineering Consulting Consulting 416

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Beyond Philosophy

SEPTEMBER 13, 2016

Whether getting stakeholder information online or offline, or communicating online or offline as a result of an experience, this type of research identifies the impact of perceived value on stakeholder actions. You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience?

B2C 341

B2C B2B Wireless Customer centricity 341

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Management 273

Management Customer Experience Customer Service Coaching 273

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. When it comes to customer experience , the first thing to agree upon is just who exactly is the customer? Related articles: Customer Experience Strategy: Do This, Not That.

Customer Experience 116

Customer Experience Consulting Consulting Management 116

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. IA solutions have come a long way in the past few years. Learn more at www.dmgconsult.com.

Enterprise 96

Enterprise Analytics Contact Center Consulting 96

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

JANUARY 31, 2018

Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Callminer

APRIL 20, 2020

For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. ” – Derek Gallimore, The strong future of outsourcing: White Paper , OutsourceAccelerator. ” – Keith R.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Fonolo

AUGUST 29, 2018

Are you removing the roadblocks towards their empowerment to fix what your customers are saying is broken?”. Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. I like to think of customer experiences like rock songs.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Beyond Philosophy

SEPTEMBER 6, 2016

Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts. The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Live engagement sets customers at ease. Attention to Detail. Keep reading to see what is on the radar for 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM).

CRM 52

CRM Enterprise Consulting Consulting 52

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. It occurs in the personal emotional and subconscious distillation of that experience in creating memories forming the customer’s behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

DMG Consulting

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. When IA is applied consistently in contact centers, which are the primary buyers of these solutions, it improves the customer experience (CX) and agent engagement, and it reduces operating costs, which is the “trifecta” for these operating departments.

Enterprise 72

Enterprise Analytics Sales Marketing 72

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change?

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? TBPO: Any final thoughts?

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Enterprise Consulting Consulting 56

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Airlines 360

Airlines Marketing Enterprise Advertising 360

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. For example, are banking customers opening a certain type of account more often? The questions we’ll focus on today concern: Inactivity.

Banking 52

Banking Accountability CRM Consulting 52

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. They are affiliated with the Customer Success Association, a membership organization dedicated to providing information about the CS profession and helping CS professionals connect. CSM Practice. They host a CSM Practice community on Facebook.

Best practices 118

Best practices SaaS B2B Marketing 118

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper. Learn More!

outsourcing 51

outsourcing Consulting Consulting Management 51

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56