CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications 2018 2013 221

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Eptica

SEPTEMBER 30, 2015

The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2014, we saw an uptick in the number of executives who not only discussed culture, but also openly recognized the value that those conversations can create.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

NetBase

JULY 22, 2020

Finishing 2019 with a brand value of $47.2 billion , Louis Vuitton is the world’s most valuable luxury brand. Hugo Boss is another example of a brand that’s on top of its transparency game. Case in point they’ve released their Hugo Boss Sustainability Report yearly since 2013.

Consumers 59

Consumers Brands Fashion Social Media 59

Magellan Solutions

AUGUST 5, 2022

All the while protecting people, assets, and brand value. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company. So if you have your own outsourcing requirements, tenurity should be one of the criteria you should look for. Tenurity is an organization’s capacity to swiftly adjust to changes.

2013 40

2013 Call Center Innovation Banking 40

Optimove

SEPTEMBER 8, 2019

But the feedback kept on coming, and eventually it hit me – yes, the brand is memorable, it has its equity, but it no longer represents Optimove’s positioning. We initially built the Optimove brand in 2013, and gave it a facelift early in 2016, but a year and a half later, I knew it was time for a brand overhaul.

Innovation 40

Innovation 2013 Brands 2016 40