Bold360

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

Customer Engagement 52

Customer Engagement Engagement Banking 2019 52

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132