TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Beyond Philosophy

JANUARY 24, 2018

Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. How real is the belief that driving employee engagement within an organization leverages customer satisfaction which, in turn, helps produce high performance for the enterprise, i.e. core tenets of the Service-Profit Chain?

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

AWS Machine Learning

DECEMBER 4, 2024

For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). The data that can be queried includes product-specific reviews from users, online compared to offline feedback gathered through surveys, and recent industry and economic news.

APIs 107

APIs Sales Surveys Analytics 107

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I also always get a survey after the flight, which is far too many of them. Peppers agrees that this data isn’t ideal for measuring Customer Experience performance but says that VOC surveys are essential to discover areas of opportunity in the experience.

Metrics 312

Metrics Finance Surveys Consulting 312

TechSee

DECEMBER 28, 2020

“You’ve reached Service Enterprises. COVID-19 forced many enterprises to establish remote support teams staffed jointly by agents and technicians, with the goal of resolving customer’s issues without requiring the safety risk of a tech dispatch. Your call is important to us. For sales support, press 1.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Beyond Philosophy

JANUARY 16, 2018

Here’s the principal challenge: Customer-centric cultures and customer-focused initiatives are rarely enterprise-wide, inclusive of every employee in the enterprise. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

delighted

JULY 27, 2021

And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. Also known as the “ Sean Ellis test ,” PMF surveys ask users a simple question: “How would you feel if you could no longer use [product]?”. Why Delighted PMF surveys are so powerful. New to Delighted?

Surveys 98

Surveys Marketing Feedback APIs 98

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. But for most companies?

Surveys 48

Surveys Enterprise B2B Analytics 48

Beyond Philosophy

JANUARY 10, 2018

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Companies want, and need, to know how they are performing on key stakeholder centricity elements, and we have developed a 6 factor, 25 question survey: The question categories are: 1.

Employee engagement 150

Employee engagement Enterprise Consulting Consulting 150

Beyond Philosophy

MAY 8, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Complete this short survey. This podcast is sponsored by Verint. Colin explains that most people lie in Customer Experiences to get the sale or to avoid upsetting the customer.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

MAY 21, 2022

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. Complete this short survey. Please tell us how we are doing! Customer Experience Information & Resources.

Consulting 39

Consulting Consulting Enterprise Analytics 39

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ProProfs Blog

NOVEMBER 15, 2021

While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. . Typeform offers 7+ question types that you can use to create the targeted surveys to capture as many responses as possible.

Surveys 148

Surveys Analytics Enterprise Feedback 148

ShepHyken

JULY 12, 2019

This is demonstrated by the fact that almost half of the business executives that McKinsey surveyed reported that their companies have embedded at least one AI capability in their business already – e.g. customer service. Infusion of new technologies is critical, and this is where machine learning and AI prove their value.

Customer Experience 284

Customer Experience Technology Enterprise Analytics 284

ShepHyken

MAY 5, 2017

adults surveyed expect to get an answer via self-service. Forrester Research reports that 73 percent of customers surveyed last year say the most important thing a company can do to provide good service is value their time. It’s no wonder that customers want to do more by themselves, saving them valuable time, money and effort.

Self service 203

Self service APIs Surveys Analytics 203

Fonolo

NOVEMBER 19, 2020

Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. CallBacks #ContactCenter Click To Tweet. Read on to learn more! The State of the Contact Center in 2020. Call-back technology is more popular than ever.

Contact Center 162

Contact Center Abandon rate Government Enterprise 162

ShepHyken

MAY 17, 2019

Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. Run customer feedback survey occasionally to measure your service performance. They get to keep track of customers’ activities and use the information to provide services that are tailor-made for them.

CRM 291

CRM Personalization Engineering Enterprise 291

ShepHyken

JULY 11, 2017

First Up: Shep starts off by introducing Tiny Pulse, a company that has created a simple software program to gain an ongoing “pulse” of your employees with quick, short, and simple surveys for employees. This frames the discussion for the entire episode on customer and employee feedback.

Feedback 192

Feedback Employee engagement Surveys Enterprise 192

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. There is lots of current research evidence to support the roles, and power, of an influencer.

B2B 236

B2B Government B2C Consulting 236

ProProfs Blog

OCTOBER 25, 2021

All you need to do is customize the survey templates based on your business requirements. Best customer feedback software offers different channels to collect data like surveys, website questionnaires, social and community feedback, online reviews, forms etc. There is also an option to set recurring surveys. Customization .

Feedback 148

Feedback Surveys Enterprise Analytics 148

TechSee

JUNE 23, 2021

According to a recent survey , 42% of consumers indicated that they prefer to get remote support and avoid technician visits altogether even post-pandemic. . EVE Cortex empowers enterprises to custom-build their own visual self-service flows in a matter of hours or days and at a fraction of the cost than previously possible.

Self service 168

Self service Enterprise Upselling Technology 168

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 185

Surveys Education Enterprise Technology 185

TechSee

OCTOBER 5, 2020

91% of companies surveyed stated that NPS or another alternative CSAT KPI was a key field service performance metric for their organization. However, while deploying a CES survey question is quick and easy, the metric may only provide a short-sighted view of the customer’s feelings following a specific touchpoint.

Customer effort 207

Customer effort Metrics Customer centricity Surveys 207

ShepHyken

AUGUST 4, 2016

Take this opportunity to do a “gut check” about the culture in your office and within the enterprise as a whole. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work. Do you notice any symptoms?

Analytics 202

Analytics Employee engagement Morale Surveys 202

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Complete this short survey. This podcast is sponsored by Verint. Here are a few of the key moments in the discussion. Please tell us how we are doing!

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

AWS Machine Learning

DECEMBER 11, 2024

General productivity Amazon Q Business specializes in Retrieval Augmented Generation (RAG) over enterprise and domain-specific datasets, and can also perform general knowledge retrieval and content generation tasks. Security Amazon Q Business provides capabilities for authentication, authorization, and access control out of the box.

Sales 110

Sales Accountability APIs CRM 110

CSM Magazine

MARCH 26, 2025

Modern Frameworks and Tools: What to Look for in a java developer for hire Modern frameworks like Spring Boot, Quarkus, and Micronaut have reshaped how teams deliver enterprise applications. A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%.

Finance 52

Finance Benchmark Enterprise Surveys 52

Beyond Philosophy

MAY 15, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Complete this short survey. This podcast is sponsored by Verint. 5 Rules for Managing Your Customer Experience in Business to Business. Please tell us how we are doing!

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

ShepHyken

JUNE 25, 2018

My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. Even if you are a B2B enterprise, while the numbers may not be the same, the concept of why customers leave or stay is. We can’t afford to give our customers a bad experience.

Customer Service 216

Customer Service B2B Personalization Enterprise 216

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

NOVEMBER 28, 2017

million total survey questions, with several million devoted to emotions and feelings related to experience. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. Some additional stats: We have asked approximately 4.5 TD Bank’s “Bank Human Again” marketing campaign.

B2C 207

B2C Banking B2B Customer advocacy 207