TechSee
DECEMBER 5, 2017
Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. 1. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”
Beyond Philosophy
FEBRUARY 15, 2024
As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology.
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Beyond Philosophy
MARCH 16, 2023
With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? It’s counterintuitive that the ASCI customer satisfaction numbers aren’t through the roof and instead declining.
ijgolding
MAY 21, 2018
Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis. Digital technology has led to the accessibility of products and services surpassing the product itself as a key differentiator in the buying process.
ProProfs Chat
DECEMBER 23, 2019
It is quite possible that the volume, velocity and variety of customer data can be overwhelming for many businesses. Or perhaps, their strategies may not be adequately supported by systems and technology. In the face of such hurdles, how do you build a customer centric culture ? Remember That Customer Perceptions Are Real.
Horizon CX
OCTOBER 2, 2023
The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Technology alone will not save you. Four isolated events quickly become 400, then 4,000, and then the brand takes shape.
Currency Alliance
NOVEMBER 16, 2021
This is also an important step in establishing yourself in new global marketplaces where customers now spend the majority of their time, and where you have the opportunity to enhance brand visibility at moments in customer journeys that trigger reinforced loyalty. The ‘four M’s’ that enable loyalty redemptions. Management.
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