LoyaltyPlus

MARCH 23, 2022

Yields were expected to remain elevated due to the slow return of hold capacity from the wide body passenger fleet. What has been missing up to now was driving greater payloads through a niche engagement programme that would add value for both the airline and cargo agents. The journey to recovery will be a long one.

Airlines 52

Airlines Loyalty E-support Customer Relationship Management 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Does your company need a CCO? This takes the mystery out of the role. 11 Statements to Assess if Your Company Needs a Chief Customer Officer.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

West Monroe

APRIL 22, 2024

By focusing on these areas, Brighton & Hove Albion F.C, a club based in the South Coast of England, has not only successfully qualified for prestigious European knock-out tournaments but has also generated profits of hundreds of millions of pounds through player transfers.

Government 52

Government Sports Leadership 2009 52

Playvox

JULY 20, 2022

With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. But as spring arrived and the second quarter started, many slowed their efforts to hire agents. In our industry, volume follows ambiguity.

Contact Center 67

Contact Center 2022 Travel Airlines 67

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Does your company need a CCO? This takes the mystery out of the role. 11 Statements to Assess if Your Company Needs a Chief Customer Officer.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Comm100

NOVEMBER 23, 2021

With this increased capacity, live agents can respond more quickly to customers instead of leaving them waiting on hold. 87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Response speed. Among the many reasons for live chat’s popularity, speed is king.

Customer Experience 86

Customer Experience Multi-Channel Omnichannel Social Media 86

Second to None

AUGUST 30, 2018

Ryan is an expert search, social and content marketer, he leads Elevation Marketing’s digital strategy department, helping brands achieve their business goals, such as improving sales and market share, by developing integrated marketing strategies distinguished by research, storytelling, engagement and conversion.

Social Media 94

Social Media Loyalty Advertising Magazine 94

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Oracle

DECEMBER 17, 2020

Citizen engagement and experience. Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within.

Government 52

Government Banking 2020 E-support 52

Qualtrics

DECEMBER 3, 2020

Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. When the majority of the global workforce shifted to working remotely , new experience gaps opened up, and existing ones became even more obvious.

Employee Experience 26

Employee Experience Download Technology Feedback 26

Playvox

JUNE 6, 2023

Invest in technology to bridge the gap between CX and EX (employee experience). Understand That CFOs Wear Many Hats In recent years the role of CFO has evolved. Luckily delivering outstanding customer experiences is likely on top of the list. Simple enough, right? Put yourself in the mindset of a CFO.

Contact Center 66

Contact Center Return on Investment ROI Financial 66

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Using customer service software improves your response times and caters your service. How does customer service software work?

Customer Experience 93

Customer Experience Customers Customer Service Interaction 93

West Monroe

APRIL 24, 2022

This federal effort to build capacity and engage stakeholders is mirrored by efforts at the state level, where states such as Illinois passed new legislation foregrounding equity in 2021. In the context of the lingering pandemic, utilities are re-defining their relationship to community and energy.

Transportation 52

Transportation 2021 2022 Telecommunications 52

Eptica

DECEMBER 14, 2016

Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. It comes down to four key factors 1.

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

West Monroe

APRIL 24, 2022

This federal effort to build capacity and engage stakeholders is mirrored by efforts at the state level, where states such as Illinois passed new legislation foregrounding equity in 2021. In the context of the lingering pandemic, utilities are re-defining their relationship to community and energy. A new regulatory emphasis.

Transportation 40

Transportation 2021 2022 Telecommunications 40

West Monroe

SEPTEMBER 28, 2022

What’s more, this surge comes at a time when chronic underfunding, labor shortages, and widening skill gaps have left utilities increasingly exposed to threats. What’s more, this surge comes at a time when chronic underfunding, labor shortages, and widening skill gaps have left utilities increasingly exposed to threats.

Technology 52

Technology Financial Events Management 52

2020 Research

NOVEMBER 22, 2022

At Schlesinger Group, we do three things: We get you a custom audience you can talk to and engage with and listen to; people who can answer questions about your marketing decisions, your advertising, how you need to speak and behave with them and in front of them. What does traditional market research look like at Schlesinger Group?

Webinar 52

Webinar B2B Marketing Consulting 52

SurveySparrow

NOVEMBER 28, 2020

It gives employers the opportunity to get feedback from seniors, juniors, peers and everyone. What is 360 degree feedback? It is a way of gathering feedback anonymously about a specific employee from multiple people who are connected to the person in the company. Why is 360 degree feedback important? When should you do 360 degree feedback?

Feedback 52

Feedback Culture Leadership Communication 52

Russel Lolacher

APRIL 10, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. She has a PhD in Industrial Organizational Psychology and certification in people analytics from MIT. When anonymous surveys are necessary.

Culture 52

Culture Leadership Communication Consulting 52