PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes and no).

CEM 121

CEM NPS 2001 Hotels 121

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. However, was I justified?

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), ”), to how to dress (hello sweatpants, my old friend). How to Decrease Beta Testing Costs by 40% (Blog). Other Highlights.

2020 75

2020 2021 Webinar ROI 75

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. The world and the market had changed! As always, the world will emerge from this.

E Commerce 199

E Commerce Airlines Hospitality Travel 199

Beyond Philosophy

MARCH 26, 2020

There are many questions about what comes next in the COVID-19 outbreak. In times of trouble, it is best to start a dialog with your customers. In times of trouble, it is best to start a dialog with your customers. Communicating with your customers will not reduce the global uncertainty around the health crisis.

Airlines 139

Airlines Call Center Communication Financial 139

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Article 83

Article 2021 Customer Service Airlines 83

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Net Promoter Score 74

Net Promoter Score Leadership Consumers 2020 74

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Out with the old, in with the new!

Engagement 98

Engagement Contact Center 2021 Metrics 98

Totango

MARCH 25, 2021

March marks the official one-year anniversary of the COVID-19 pandemic. As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. Can you believe it has been a year?

Customer Success 62

Customer Success Hospitality Webinar 2020 62

Chadwick Martin Bailey

OCTOBER 26, 2020

This technology will increase the ability of many people to significantly improve their internet connectivity and potential, either as a fixed internet access substitute alternative, or for some households who may want to use 5G cellular connectivity as their only internet access (both inside and outside the home): Oh, yeah: and puberty ?

Entertainment 124

Entertainment Technology Connections Consulting 124

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 127

Customer Experience Social Media Insurance Entertainment 127

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. Utilities, are more benchmarking their CX performance against other industries to meet customer demand.

2022 62

2022 Consumers Customer Retention Technology 62

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. 13% High Call Volume.

Call Center 98

Call Center Contact Center Webinar 2021 98

Thematic

MARCH 23, 2020

The world has now recognised and is starting to see the devastating impact that COVID-19 (or Coronavirus) will have on the lives of many. I overheard a Cafe owner today talking about how packed his popular beach-front cafe was Monday, 3 days later, the place is two thirds empty. But what does this mean for Customer Experience?

Customer Experience 90

Customer Experience Feedback Financial Customers 90

Beyond Philosophy

JANUARY 4, 2024

However, I also see some of them repeating the same mistakes we did in the past with the “World Wide Web.” However, few had a strategy or even a clue about how to leverage the Web. It’s that time of year for one of my favorite traditions, my end-of-year reflections. We did this on the podcast recently.

2024 97

2024 2023 Net Promoter Score NPS 97

Michel Falcon Experience

APRIL 15, 2020

It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. My real-world example of achieving this. I want to hear them critique it so that I can see if they are honest and to generate ideas to improve it.

Culture 103

Culture Hospitality Feedback Communication 103

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. .

Customer Engagement 52

Customer Engagement Engagement E-support Multi-Channel 52

Feedbackly

MARCH 23, 2023

Feedbackly began with a mission to help businesses truly understand their customers and improve their experiences through valuable customer feedback. We’ve turned that mission into a reality with our powerful customer experience management platform and pioneering within Emotional Experience.

Feedback 98

Feedback Customer Experience Customer Centricity Customer Journey Mapping 98

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Bold360

MARCH 16, 2021

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . Bold360 helped them do that. .

Management 52

Management Call Center Customer Relationship Management Engagement 52

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. How can you predict or forecast?

Article 67

Article 2020 Customer Service Call Center 67

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . Today, COVID is an excuse for organizations to deliver poor service.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. For example, how people respond to cues and how those cues affect decision-making are not changing.

2010 78

2010 2002 2021 2019 78

Bold360

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. But the problem runs deeper than COVID. But the problem runs deeper than COVID. They want to create the most effortless experience possible for the customer.

Connections 71

Connections Engagement Insurance Customers 71

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. We’ve looked at how live chat can help credit unions improve member engagement , but to take this to the next level, chatbots are essential.

E-support 63

E-support Banking Engagement 2018 63

Bizagi

NOVEMBER 13, 2020

This has elevated the expectations of insurance customers across the globe. The importance of a claims process experience to customers, and its administrative burden make it a popular choice when prioritizing transformation projects. Improving customer service. Claims is the point of truth in an insurance journey.

Insurance 52

Insurance Banking Download 2020 52

Comm100

FEBRUARY 1, 2022

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. In this blog, we’ll look at the technology behind omnichannel digital support, and how colleges and universities can use it to engage with international students. have declined for the past five years.

Engagement 79

Engagement Omnichannel Social Media Connections 79

Comm100

MARCH 23, 2022

By all available metrics, this is a period of unprecedented growth for credit unions around the world. The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. Today’s financial customers demand speed and convenience through digital services, and credit unions are taking notice.

Social Media 92

Social Media Banking Omnichannel 2020 92

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Gainsight

JUNE 10, 2021

Can you recall the early days of the COVID-19 pandemic shutdown? If so, you realize how important your television and your streaming services were. They were our lifelines and connections to the outside world. Learn more about all the new product announcements in this blog post. Well, the wait is over. Leading the Charge.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement .

Call Center 52

Call Center Customer Relationship Management Lifetime Customer Customer Relationships 52

Bold360

APRIL 28, 2021

That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. 2020 was a year for the record books. The Challenge: Service Bottlenecks.

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52