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

Magellan Solutions

AUGUST 5, 2022

Because that means adaptability, growth and innovation is at the forefront of their operation. It is also a testament to the management’s dedication and ability to lead and innovate. In the topic about reliability, it intersects the most with marketing. All the while protecting people, assets, and brand value.

2013 40

2013 Call Center Innovation Banking 40

SmartKarrot

JANUARY 5, 2021

Having scaled up Gainsight from $1M in ARR to a market-leading giant, Allison has chaired several C-suites and advised founders on go-to-market strategies for their businesses. An award-winning contributor to the Oracle Marketing Cloud Blog series, Peter’s content on Customer Success is highly valued in the Customer Success community.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

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But the feedback kept on coming, and eventually it hit me – yes, the brand is memorable, it has its equity, but it no longer represents Optimove’s positioning.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

CX University

OCTOBER 19, 2017

Paul Segre , the Genesys CEO, says you can’t have exceptional omnichannel products without a focus on innovation and quality. Strategy is how a quality product gets into the market and becomes known globally. The open market impact was disastrous in brand value, perception, customer experience and trust.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66