CSM Magazine

APRIL 11, 2024

By repositioning CRM at the heart of CX transformation, organisations can harness the technology’s ability to draw valuable data and customer insights from across the business, unlocking new opportunities for growth and customer satisfaction.

Books 52

Books E-support Customer Experience Customer Journey 52

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

CSM Magazine

OCTOBER 24, 2023

By offering scheduling flexibility to agents, achieving an attrition rate below 2%, and a remarkable customer satisfaction rate exceeding 90%, Support Services Group showcased an unwavering commitment to architecting positive customer experiences.

Connections 52

Connections Contact Center 2023 Innovation 52

CSM Magazine

OCTOBER 25, 2022

The proof is in the results, with Marmalade Insurance reporting an improvement in customer satisfaction of 16%, going from 75% to 87%, as well as a 7% increase in Net Promoter Score, now sitting at 73 for customers who have purchased online. It turns out that we were right, and the results have been brilliant.

Net Promoter Score 52

Net Promoter Score Insurance Feedback 2006 52

CSM Magazine

FEBRUARY 7, 2024

This is particularly valuable in fields like operations management, where decisions can have profound effects on efficiency, revenue, and customer satisfaction. Strengthening communication for effective leadership Good communication is the bedrock of efficient operations management and is also crucial in the realm of customer service.

Customer Satisfaction 52

Customer Satisfaction Healthcare Communication Leadership 52

CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording?

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

CSM Magazine

JUNE 10, 2021

To improve results, teams will share best practices, creating a learning culture that cultivates great improvements in customer satisfaction. Highlight how customer satisfaction has increased and make other departments aware that the contact centre is there to help them to deliver similar results.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

CSM Magazine

JULY 28, 2023

How Residential Proxies Can Empower Better CX By leveraging the utility of residential proxies, you can enhance your business’s customer experience in numerous significant ways.

Customer Experience 52

Customer Experience Competitive Advantage Customers Measurement 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CSM Magazine

APRIL 20, 2021

Calabrio Enterprise CXI are out-of-the-box dashboards designed to amplify Voice of the Customer insights captured in the contact centre and then packaged and shared with other functions that need to hear them,” said Matt Matsui, Chief Product Officer of Calabrio.

Customer Centricity 64

Customer Centricity Document Insights Connections 64

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Tricia Morris

JANUARY 11, 2016

In Microsoft’s ten customer service trends to watch this year , general manager Bill Patterson makes the case that employee empowerment (especially around knowledge, insights and mobility) will create an even greater separation between the customer service and customer experience leaders and laggards in 2016.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

CSM Magazine

OCTOBER 27, 2022

Improved customer experience – enabling customers to access appointments online or via their mobile device means they don’t need to wait in call centre queues. Localz increases customer satisfaction and first-time access rates, saving operational costs along the way.

Customer Engagement 52

Customer Engagement Engagement Customer Centricity Communication 52

CSM Magazine

APRIL 27, 2022

“Being able to capture customer insight is table stakes. “What’s needed is the ability to empathize with every step of the customer journey to fuel action with insight. It’s time we start focusing more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric.

Metrics 52

Metrics Telecommunications Contact Center 2021 52

CSM Magazine

DECEMBER 10, 2019

So the year ahead will see all CX professionals invest much more in measurement, analysis and building the important ‘money stories’ to keep their customer programmes on track. Customer feedback is managed by the customer insights team, right? But for staff and customer alike, simplicity is appealing. Not exactly.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

CSM Magazine

MARCH 15, 2023

This means collecting information from across all channels, making it available to support both self-service and contact centre operations, and also ensuring that key customer insights are shared consistently with other relevant parts of the business. These insights can also help you in terms of responding to customers.

Customer Journey 52

Customer Journey Interaction Technology Brands 52

CSM Magazine

FEBRUARY 6, 2019

Identifying these preferences is a crucial metric for customer satisfaction, especially when the final conversion turns a lead into a sale. Although larger enterprises have a bigger market share, they can still suffer from the difficulty of reaching customer service targets. Preferred Communication Channel of Final Conversion.

Customer Service 51

Customer Service Omnichannel Social Media Sales 51

CSM Magazine

MAY 30, 2017

In addition to looking at the key elements that make up a great partnership, this report highlights the key investment priorities for global customer experience leaders in 2017: Channel integration. Customer experience management. Customer journey mapping. Customer insight. Customer loyalty & retention.

2017 40

2017 Customer Experience Customer Journey Mapping ROI 40

Qualtrics

OCTOBER 20, 2015

Stephen, the owner of a small clothing store, was reading a magazine and came across an article that suggested that you shouldn’t use lifelike mannequins in your storefront, because some people now find them to be “eerie, off-putting prohibition-era relics.”. So, with that: Stephen and the Abandoned Mannequins.

Fashion 36

Fashion Magazine Consulting Download 36

Bold360

NOVEMBER 21, 2016

Optimized and digitized technology processes, online and mobile apps, speed, metrics and personalization are what today’s customers demand. The banking and financial industries are impacted because of more and more regulatory and compliance issues that affect all business processes and customer satisfaction.

2016 111

2016 2017 Customer Experience Social Media 111

CSM Magazine

AUGUST 1, 2017

But even worse – what if you lose all your customer data? No longer just an issue for Marketing, Customer Insights or Compliance. Customer Services will be at the forefront when it comes to dealing with enquires from citizens, Subject Access Requests (SAR’s), engagement, loyalty and churn.

Wireless 58

Wireless 2018 Loyalty Government 58

Currency Alliance

FEBRUARY 26, 2019

In fact, MileagePlus claims to have over 800 partners, but I doubt more than about 20 of them were actually selected because of common customer relevance – and perhaps fewer are really delivering on the broader opportunities for sharing data to improve customer insight. This is a missed opportunity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45