CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

ShepHyken

NOVEMBER 16, 2016

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). If it was good, it might prompt a customer to pick up the phone or email an inquiry.

White Paper 134

White Paper Marketing Customer Experience Advertising 134

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. You can also segment devices by frequency of visit to better understand customer engagement with your brand.

White Paper 71

White Paper Hotels Travel Consulting 71

SaleMove

JULY 9, 2021

Digital Customer Service has enabled insurers to dramatically reduce online abandonment rates, accelerate sales processes, and improve agent quote-to-bind processes. Putting customers and agents at the center of P&C insurance sales processes is within reach.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. If you can automate outbound messages, why not convert and engage more? This post is the second of two that are based on our Omnichannel white paper. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Inbenta

DECEMBER 21, 2023

Reduce Costs, Find Efficiencies, and Improve Customer Service with AI Automation AI is set to reshape how businesses communicate and engage with their customers. Beyond monitoring intelligent transactions, managing supply chains and other back-end activities, AI is opening the door to new efficiencies in customer engagement.

Download 52

Download Customer Engagement Communication Customer Experience 52

CSM Magazine

JANUARY 12, 2021

Do they centre around increasing customer engagement? Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Are your goals financial in nature, involving cost savings or revenue targets? Don’t rush this crucial stage.

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage.

Customer Success 64

Customer Success White Paper Net Promoter Score Management 64

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 64

Communication White Paper 2012 Events 64

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity : login stats, system usage.

Customer Success 61

Customer Success White Paper Net Promoter Score Management 61

Comm100

APRIL 6, 2020

Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean? This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

ENGAGE.cx

OCTOBER 28, 2015

Instead of starting with an attribution model made up of ads, channels, and conversions, it is more effective to start with the customer in mind, and define the metrics that characterize a good customer. Once these attributes have been defined, a customer lifecycle attribution model can be created that drives these metrics.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction.

Customer Service 52

Customer Service Contact Center Download Article 52

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 53

Communication White Paper 2012 Events 53

8x8

JANUARY 3, 2018

Learn how the fundamental building blocks of customer experience strategy are being used today as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team by signing up for my webinar, The 3 Must-Haves on the Path to a Better Customer Journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Learn how the fundamental building blocks of customer experience strategy are being used today as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team by signing up for my webinar, The 3 Must-Haves on the Path to a Better Customer Journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Learn how the fundamental building blocks of customer experience strategy are being used today as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team by signing up for my webinar, The 3 Must-Haves on the Path to a Better Customer Journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Avaya

JANUARY 24, 2018

If this post has made you wonder whether MiFID II regulations apply to your firm or what types of transactions need to be recorded and which do not, download the white paper MiFID II: What it Means For Your Organization?

2004 46

2004 White Paper 2008 2006 46

Alliance by IFS

OCTOBER 8, 2015

Astea International has released a new white paper, Mobilizing Field Service Management , that outlines the benefits of mobilizing field service, and tips for creating a mobilization strategy that can incorporate emerging technologies. For more information, you can download the white paper here.

White Paper 24

White Paper Return on Investment Competitive Advantage 2014 24

Avaya

JANUARY 26, 2018

For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization? To complete a thorough review of your current MiFID II processes, connect with Avaya.

2004 51

2004 White Paper Financial 2008 51

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Customer Engagement 42

Customer Engagement Engagement Social Media White Paper 42

Hero Digital

OCTOBER 5, 2019

With online review sites such as G2 and professional networks like Spiceworks for IT professionals, today’s B2B marketers have a plethora of low-cost ways to connect with their customers and engage in social listening. do your target customers look to for information? What places—trade publications, websites, forums, etc.—do

B2B 40

B2B Touchpoint White Paper Multi-Channel 40

Comm100

APRIL 8, 2016

.” Email might not be as shiny as Facebook, but as the social media site evolves to encourage more paid advertisements, a good old-fashioned newsletter may be just as (if not more) effective when it comes to customer engagement. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 44

Customer Service Social Media White Paper Call Center 44

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. This includes helping companies know and understand their clients and identifying the factors that drive customer engagement and satisfaction.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Article 12

Article 2020 Net Promoter Score White Paper 12

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

SmartKarrot

APRIL 22, 2022

Dedicating resources that provide quick and engaging solutions will help you boost your customer retention. You can have inbound content such as informative blogs, e-books, white papers, etc. You may have to sit with your teams – customer engagement teams and the finance teams to come up with a gift idea.

Customer Retention 10

Customer Retention B2B White Paper Rewards Programs 10

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. appeared first on Parature.

White Paper 85

White Paper Engagement Customer Service 2015 85

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Comm100

FEBRUARY 25, 2020

Here are four steps to dismantle silos so that you can ensure that your customers enjoy the best possible experience across whatever channel they choose to reach out to you on. Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics. We hope so!).

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

FEBRUARY 25, 2020

Here are four steps to dismantle silos so that you can ensure that your customers enjoy the best possible experience across whatever channel they choose to reach out to you on. Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics. We hope so!).

White Paper 52

White Paper Social Media Omnichannel B2B 52

Avaya

JANUARY 29, 2019

Does your customer experience keep your customers coming back for more and telling their friends about their positive experiences? With more than 5,000 customers across the world, Avaya IX Workforce Engagement has been helping organizations transform employee and customer engagement since 2010.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Conversion: freemium users convert to paying customers. Onboarding: customers complete the set-up process to begin using their purchase and deriving the value they paid for. B2B Customer Journey Analysis.

B2C 117

B2C Customer Journey B2B Customer Journey Mapping 117

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? White Paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40