CSM Magazine

MARCH 20, 2024

Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001. Ralf Ellspermann explains, “In today’s digital realm, the cornerstone of customer loyalty lies in consistent, personalized, and technology-adept interactions.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

CSM Magazine

AUGUST 3, 2021

The Customer Experience team aims to transform how customers interact with McDonald’s. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

OpinionLab

DECEMBER 17, 2018

Real-time insights from website feedback and quick action on those insights by getting the right information related to key digital interactions into the right peoples’ hands led to increased revenue, operational efficiencies and improved customer loyalty for our customers.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

Strativity

JANUARY 6, 2023

But their appearance in the top quartile of all ranked brands signals that they are doing much more to establish and keep connections with their consumers. This requires establishing and investing in an infrastructure that supports employees as they interact seamlessly with customers in both physical and digital spaces.

2001 52

2001 Omnichannel Consumers Brands 52

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. She is responsible for an over $300M operating budget, supporting over 350K SKUs.

2023 41

2023 Management Automotive Leadership 41

Kayako

AUGUST 18, 2016

We have offices in Gurgaon, and London, but you’re welcome to work from anywhere with an internet connection! You are energised by interacting with and helping people. Today, tens of thousands of businesses connect to millions of customers using Kayako. You can trace us back to 2001. This is your objective.

Customer Service 49

Customer Service 2001 Customers Customer Service Representative 49

ClearAction

MARCH 20, 2020

And even more so when you connect the dots to employee feedback and operational data. A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. Like outcomes-based selling, knowing your customers’ intended outcomes gets you out of the weeds of features and interactions.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62