West Monroe

DECEMBER 11, 2022

These circumstances—and a looming market correction—pose a number of questions to banking leaders: Do we simply batten down the hatches and play the defensive game of tighter budgets and conservative underwriting? Or do we invest in improving our competitive position in the market when the majority of institutions are gun shy?

Banking 52

Banking Marketing 2008 Financial 52

Team Support

JANUARY 9, 2024

1980s-1990s: The Dawn of CRM Software The next two decades saw the adoption of computerized systems for customer support. Companies started using customer relationship management (CRM) software to manage customer information and interactions. Fun fact: TeamSupport was founded in 2008!

Technology 59

Technology Call Center Social Media 2007 59

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience.

Consumers 50

Consumers Multi-Channel 2008 2016 50

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Service 52

Customer Service Customer Experience Magazine Books 52