Pointillist

SEPTEMBER 10, 2020

Customer expectations for personalization have evolved immensely. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Unfortunately, many enterprises under deliver.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. From a customer loyalty standpoint, however, this is only half of the circle.

Insurance 40

Insurance Technology Omnichannel Document 40

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. From a customer loyalty standpoint, however, this is only half of the circle.

Insurance 40

Insurance Technology Omnichannel Document 40

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Answer Dash

APRIL 17, 2020

Customer experience includes every interaction your customer has with your brand, including those that happen outside of your channels. Customer service is a subset of customer experience. It’s the way you treat customers when they are in direct contact with you, via text, phone, chat or other forms of communication.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59