Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center White Paper Document Social Media 105

Clarivate

NOVEMBER 23, 2021

In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive. Kerri has personally led customer experience and customer operations as well as consulted with major brands over the past 25 years. .

White Paper 52

White Paper Customer Experience Sports Leadership 52

TechSee

OCTOBER 19, 2021

Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. Is visual assistance the answer to how to reduce returns? Truck Roll Rates, and. First Contact Resolution.

E Commerce 124

E Commerce White Paper E-support Retail 124

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. Looking to find out more? There are no other organisations that has our expertise in both Genesys and Salesforce.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

Integrity Solutions

APRIL 19, 2024

Not only can personalization help you close more deals faster, it can also help you close larger deals and, ultimately, retain more customers and reduce churn. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 107

Sales Loyalty White Paper Contact Center 107

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Article Blog 70

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. You don’t have to go above and beyond to create an exceptional customer experience.

White Paper 124

White Paper Contact Center E-support Social Media 124

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change?

2019 53

2019 Customer Experience White Paper Definition 53

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Not Monitoring Changes in Customer Perception. But voice of the customer data can also come in real-time. Failure to translate insights into action.

White Paper 243

White Paper Social Media Feedback 2019 243

Zeisler Consulting

SEPTEMBER 15, 2021

Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

White Paper 93

White Paper Sales Brands ROI 93

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

CSM Magazine

JULY 27, 2022

A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8% The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. Using customer experience to increase loyalty.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem? Migrating a contact center to the cloud can drive your digital transformation program forward.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Fortunately, customers also like to help themselves. Understand What Your Customers Need.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success.

White Paper 51

White Paper Download Customer Success 2015 51

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Retail banks that work to understand both inactivity and overactivity will be well-equipped to spot anomalies in how their customers act. .

Banking 52

Banking Retail White Paper Financial 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

CSM Magazine

SEPTEMBER 28, 2015

The 2015 Engagement & Experience Expo will include a full slate of best-in-class speakers and interactive sessions by esteemed industry leaders, a celebration honoring the winners of the 2015 Loyalty360 CX Awards, and insights uncovered in the 2nd annual CX Landscape: The State of the Industry report.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. It could also be used to provide personalized responses to customer inquiries, improving the customer experience. The way that the model is trained helps determine how questions are answered.

White Paper 52

White Paper Contact Center Events Interaction 52

Totango

MARCH 8, 2022

They are affiliated with the Customer Success Association, a membership organization dedicated to providing information about the CS profession and helping CS professionals connect. Their forum is geared toward both customer success and customer experience professionals. Support and Success Boston.

2022 115

2022 Customer Success White Paper Social Media 115

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Effective contact centers understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

inmoment

SEPTEMBER 6, 2018

” or “Where can we learn what issues our customers may face so we can correct them before there is an issue?”. As a leader in the customer experience industry, we know where the answer lies: data. Remember: the contact center is where at risk customers who want to be retained interact with your organization. .

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40