CSM Magazine

SEPTEMBER 8, 2023

In a release from Genesys, it reads: “…through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey”. Looking to find out more?

White Paper 52

White Paper Leadership Multi-Channel 2021 52

mopinion

OCTOBER 23, 2017

The online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process.

White Paper 76

White Paper Retail Feedback Customer Journey 76

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

Integrity Solutions

APRIL 19, 2024

You can interact thoughtfully with their LinkedIn posts or congratulate them on a new role or promotion, a work anniversary or even a birthday. Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them.

Sales 107

Sales Loyalty White Paper Contact Center 107

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Sending an NPS survey throughout the customer journey. and What is it like to buy from our company?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

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

Think Customers

APRIL 12, 2022

It helps orchestrate keys areas in the customer journey to ensure the experience is the same in every channel. Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Intelligent automation do’s: Use intelligent automation to empower associates.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Totango

MARCH 8, 2022

The Customer Success Roundtable covers all of the facets of Customer Success from onboarding to long-term retention. This group focuses on identifying the core issues and challenges related to each stage of the customer journey. Customer Success Executives.

2022 115

2022 Customer Success White Paper Social Media 115

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. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. This can help improve the overall user experience and make it easier for users to interact with the AI system. The way that the model is trained helps determine how questions are answered.

White Paper 52

White Paper Contact Center Events Interaction 52

8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. Others adopt a customer lifecycle, or “journey” approach.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. Others adopt a customer lifecycle, or “journey” approach.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. Others adopt a customer lifecycle, or “journey” approach.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. A journey step is to an interaction as a molecule is to an atom.

Measurement 40

Measurement White Paper Customer Journey Document 40

CSM Magazine

JUNE 4, 2020

Adopt a measured approach that takes into account the customer journey and then use experts to deliver a carefully selected solution. Companies need to ensure that the partners, countries and solutions they select are fit for purpose for their customers tomorrow and not just for their profitability today. 4t4consult.co.uk.

White Paper 52

White Paper Consulting B2C 2019 52

Uniphore

NOVEMBER 11, 2021

So, whether a customer is planning a trip or dealing with an unexpected travel change, they can expect a smooth, highly personalized experience from start to finish. Optimize Customer Interactions With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX.

Hospitality 52

Hospitality Travel Touchpoint Download 52

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it.

Measurement 52

Measurement Management White Paper B2B 52

Education Services Group

OCTOBER 4, 2018

This approach integrates desired customer outcomes and deep insights about what customers expect from you. It takes a comprehensive plan to do it, but it results in productive interactions and empowers customers to use your product to its maximum potential. Share with us – How do you approach customer onboarding?

White Paper 53

White Paper Download Customer Success Blog 53

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C Customer Journey B2B Customer Journey Mapping 117

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. They are seeing, hearing and recognizing customers every day through their feedback channels. However, these efforts are focused exclusively on the latter half of the customer journey — after the customer has decided to buy.

Sales 79

Sales White Paper Net Promoter Score B2B 79

ProProfs Chat

JULY 13, 2018

But as a rule of thumb, you can take advantage of the following customer retention strategies to boost future engagement: 1. Plan your Customers’ Overall Journey. Great customer experience is not limited to some points in your customers’ journey. Take customer support for example.

White Paper 63

White Paper Advertising Customer Retention Customers 63

delighted

AUGUST 23, 2019

In other words, a customer experience program is the system of execution for customer experience management. It is the process and tools you use to improve the touchpoints and interactions customers have with your company and the resulting perceptions from those interactions. Keep it simple.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Beyond Philosophy

AUGUST 30, 2016

Attitudes are superficial and tactical, essentially dealing with transactions and interactions rather than longer-term experiences and relationships. Translating these subconscious emotions and feelings is the ‘holy grail’ of customer journey design. It is, as well, sometimes about behavioral intent, not behavior itself.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Customer Interactions

JULY 7, 2015

Are you wondering what the term “customer journey” really means? Our White Paper entitled “The Customer Journey: The Five Things You Need to Know Now” elucidates the concept of the customer journey and how it affects all aspects of service provider interactions.

Customer Journey 29

Customer Journey White Paper Customers Interaction 29

Kitewheel

APRIL 14, 2020

For marketers and customer journey leaders, artificial intelligence is a powerful tool for improving the customer experience. With the growth of customer data and the continual decrease in computing costs, artificial intelligence has become more and more accessible to businesses in many industries.

Customer Journey 52

Customer Journey White Paper Customers Advertising 52

Qualtrics

MARCH 2, 2021

When a negative interaction occurs, the feelings people experience are more deeply internalized and remembered than those from good experiences. You could spend millions implementing a new cool idea, but if customers don’t perceive it to be valuable, then it’s money wasted. We don't just write white papers.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

JANUARY 14, 2020

At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Create a digital roadmap for your customers’ journey.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. You can track customer health and take steps to increase customer satisfaction.

White Paper 71

White Paper Advertising Sales Social Media 71

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 52

White Paper Social Media Omnichannel B2B 52

inQuba

JANUARY 10, 2019

Journey Management offers a pragmatic approach for large organizations to leapfrog into a new era of orchestrated customer journeys with early and continuous demonstrable value creation. Businesses are often only aware that a customer has moved on when their payments cease. Want to read the rest of the 2019 white paper?

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Kustomer

APRIL 22, 2021

I think there’s just, I thought this such a strong example because oftentimes we look at things from our perspective and what ultimately happens is we make it difficult for the customer. We don’t realize that it’s difficult for the customer. I don’t want to go read your white paper.

B2B 96

B2B Demo Sales B2C 96

Comm100

JANUARY 14, 2020

At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Create a digital roadmap for your customers’ journey.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Calabrio

APRIL 25, 2017

As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. Savvy contact center leaders are seeking modern solutions to help eliminate data silos and create a comprehensive view of the customer journey. Struggles of the past. Real-time data.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56

CSM Magazine

FEBRUARY 14, 2017

However what binds all the different flavours of CRM is that the solution provides organisations with a common system of recording what is known about their customers. This might begin with capturing the initial set of interactions required to become a customer. Or indeed how certain customer journeys or products are improved.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40