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Bill Quiseng
APRIL 1, 2022
QUI QUOTE: Nobody raves about a company that meets customer expectations. Nobody raves about average. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.
Alida
APRIL 19, 2017
More people today value experiences over material things, so while a Millennial might not think twice about shelling out a couple thousand dollars on a beach vacation, she might be more hesitant to go to a mall and buy a pair of jeans. One way companies are bucking the trend is by driving costs down.
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InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process.
InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process.
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But many companies wonder about their own CX maturity and how they can start improving their operations and processes to deliver strategic, exceptional CX. Inside you will learn more about Verint’s Digital Maturity Model, where we share real tactics and strategies based on what has worked for our clients around the world.
Alida
SEPTEMBER 6, 2018
Finally, consumers are feeling pretty good about the economy with 59.5% To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. If the retail apocalypse is to be avoided, companies should obsess about four activities: 1. between 2017 and 2022.
Happy or Not
NOVEMBER 30, 2023
This is why companies should try and measure feedback in real time throughout the journey, from pre-purchase, through the actual purchase, to the after purchase transactions and activities. Here’s what companies usually get wrong. The customer journey doesn’t end with the purchase decision.
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To create real change and tangible outcomes for your company, CX must be ingrained into the very fabric of your company’s culture. and more specifically VOC feedback, an embedded part of your company’s DNA. Download this e-book to learn about: Building a daily action framework for CX.
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
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Today, many companies are deploying automatic speech recognition in place of voice writers. Learn about the key steps you can implement to advance your transcription pipeline. In this whitepaper, you will learn about: Key differences between a traditional transcription pipeline and a modern transcription pipeline.
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When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. However, the expectation for B2B companies to deliver exceptional experiences is the same, if not higher, than their B2C counterparts.
Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators
Are you struggling with making VoC the center of your company's mission? Whether you're just starting out your CX program, or you need to tweak an existing one to pandemic standards, register for this conversational webinar where we'll talk about it all! Not sure what data you should be looking at to make loyal customers?
Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle
Customer success is a well-established practice in the enterprise business world (70% of companies have a dedicated team, according to TSIA) and the benefits it delivers to customers are real and well-documented. So why is there still ongoing debate and angst about customer success not being treated as an equal partner to its sales peers?
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