CSM Magazine

FEBRUARY 17, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. Total Cost of Ownership and Return on Investment (TCO/ROI).

Management 52

Management 2022 Return on Investment Download 52

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. Total Cost of Ownership and Return on Investment (TCO/ROI).

Management 52

Management 2022 Contact Center Return on Investment 52

TechSee

JUNE 9, 2022

However, current technology solutions are not meeting demand. In the quest to create choices for customers, organizations have deployed technologies from chatbots, mobile apps and social media to IVR and ACD. Download this brochure to learn more about TechSee Visual Journeys. Who Changed the Channel? Conclusion.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

TechSee

JANUARY 7, 2020

Advanced technologies. Telcos are increasingly investing in advanced technologies to reduce their churn rates. Customer analytics and insight tools predict customer behavior, enabling providers to strategize the best tactics to improve retention rates. New metrics are also needed.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. These technological advances have paved the way for commercial and scalable use of visual engagement platforms. Below is a brief summary of the insights we’ve gained per KPI.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

NetBase

AUGUST 1, 2019

This has already begun, with expanded cloud and technological capabilities. We’ll see how EMEA marketing masters, spanning a wide swath of categories, are using social insight to generate awareness and grow in these challenging times. Savvy EMEA Senior Marketer Insight. And which provide the best ROI? Customer care.

Social Media 53

Social Media 2019 Marketing ROI 53

NetBase

FEBRUARY 28, 2020

It’s because they’re long on expectations and short on insight – and it’s why having a strategic social analytics program is so essential. There are many reasons for this: They haven’t found a tool that offers actionable insight. Time to learn a tool feels like too much down time for too little insight.

2020 60

2020 Automotive ROI Insights 60

Optimove

JULY 12, 2023

Guide to Advanced Customer Segmentation Download Now>> How does Personalized Retargeting work? This personalized approach significantly increases the effectiveness of our programmatic ads, resulting in higher click-through rates and ROI of over 90%. Frequently Asked Questions How can you write a good retargeting ad?

Advertising 52

Advertising Download Interaction ROI 52

CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. Download Now.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. Download Now.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience.

White Paper 71

White Paper Hotels Travel Consulting 71

Bold360

MARCH 26, 2019

No one wants to download an insurance app. Technologies that make an experience like this possible thrive because they make our lives easier, and they’re improving the customer experience. But these technologies are also reducing company costs. . Then we want to be done. Key Challenges We Need To Overcome.

Technology 40

Technology Customer Experience Banking Insurance 40

Optimove

JULY 20, 2023

Guide to Advanced Customer Segmentation Download Now>> Why is email deliverability important? If you focus on improving deliverability, you will maximize the return on investment (ROI) of your email marketing campaigns. Download Now How can Optimove’s email deliverability solution Help You Grow Your Business?

Metrics 40

Metrics ROI Return on Investment Download 40

Alida

SEPTEMBER 26, 2018

Companies need the ‘authentic human insight’ of their customers to make better business decisions.”. When you merge those insights with proven growth strategies, you have a winning formula for a thriving business. Customer insights help keep your journey maps accurate so you can deliver great experiences every step of the way.

Customer Insights 408

Customer Insights Insights Books ROI 408

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Deep listening and insights lead the way this year. Download the report today to get the full story.

2022 52

2022 Social Media 2023 Roadmap 52

West Monroe

JULY 30, 2023

Targeted data insights will enable banks to proactively identify potential weaknesses, withstand uncertain market conditions, and capitalize on opportunities for expansion. Whether there’s a budget set aside or room to dig internally to reallocate, the shift to customer centricity will prove a strong ROI in today’s market.

Banking 52

Banking 2023 Multi-Channel Financial 52

NetBase

DECEMBER 3, 2019

Why, then, are brands failing to make the most of this insight? The EMEA customer experience experts surveyed had titles like Agile Coach and Head of Success – and if you think those sound extremely specific and insight-focused, we’d have to agree! We can tell you that most rely on survey insight pretty extensively.

2019 52

2019 Entertainment Insights Social Media 52

Oracle

MARCH 20, 2018

” Now: Mack more effectively manages customer relationships with connected systems like Oracle Eloqua and Oracle Social Cloud, and can measure results including ROI. Social media has had such an impact on the brand that Mack’s Neil Tolbert declared, “ Twitter is the modern CB radio for our industry.”

Marketing 60

Marketing Social Media 2018 ROI 60

NICE inContact

JUNE 5, 2019

Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. The ROI for chatbots is very real for businesses that have the discipline to implement these with a focused and agile approach. You can read more about this study here.

Consumers 54

Consumers Contact Center 2019 ROI 54

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. NOT THAT : over-rely on customer experience management technologies or over-rely on doing things “to” customers (i.e.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. How technology can help scale the program to improve CSM efficiency and effectiveness at the same time. Reduced churn.

Engagement 40

Engagement B2B ROI Download 40

CSM Magazine

MAY 30, 2017

But while some elements of a CX programme can be created and managed in-house, no company can be a jack-of-all-trades when it comes to the vast array of tools, technology and services available that can really make a customer experience stand out and be memorable. Customer insight. Customer experience management. Voice of the customer.

2017 40

2017 Customer Experience Customer Journey Mapping ROI 40

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Customer Financial Metrics. 5. Advocacy Activity. 9. Quarterly Expansion Revenue.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Qualtrics

OCTOBER 23, 2019

million – which is an ROI of 633%. Unfortunately, one of the most common challenges is quantifying the value these initiatives actually have, which makes it challenging to invest in technologies to support them. “We We definitely benefited from having a centralized database for all our customer insights through Qualtrics.

Download 30

Download Consulting 2019 ROI 30

Quadient

JULY 25, 2022

Cloud-based journey mapping tools enable you to visualize your customers’ journey step-by-step and leverage insights into actionable, exceptional customer experience. Flexible customer journey mapping solutions offer multiple, customizable maps that unlock different key insights depending on how they are used. Customer Communications.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customers 52

NICE inContact

DECEMBER 19, 2017

Ensuring a Successful Go-Live Launch for Your Call Center Technology. And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! The ROI of SaaS – Forrester Research. Building a Better Agent Scorecard. The post Planning for 2018?

2018 48

2018 Blog 2017 Contact Center 48

Tricia Morris

OCTOBER 28, 2015

Leaders invest in the technology to easily add, edit and deliver information and use customer feedback from across channels, agent knowledge of frequently asked questions, keyword search data and more to provide the answers and information customers want and need most. and how to measure ROI. . and how to measure ROI.

2016 83

2016 Virtual Agent ROI 2015 83

Quadient

MAY 21, 2021

You probably won’t get insight into customer enablement and success measures (or lack thereof) that the vendor leverages for your project’s success. . I want to back up my designs locally, or elsewhere, how do I do this with your organizations’ technology? People are starting to return to the office. Intellectual Property .

Demo 52

Demo Metrics Social Media Communication 52

CustomerSuccessBox

JUNE 16, 2021

Should have the ROI communication & validation. Plan for the technology that will be used well in advance. Back your insights with data. Therefore while selecting a technology platform to ensure it allows the recording facility. Bonus tip : Download the checklist for conducting QBR remotely. Record the QBR.

Presentation 52

Presentation Events ROI Download 52

Alliance by IFS

OCTOBER 18, 2019

The Right Field Service Management Solution Yields Long-term, Recurring ROI. According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management ( FSM) software could be missing out on a revenue opportunity of $205,335 ? Boost Technician Productivity with Mobile Technology.

Multi-Channel 30

Multi-Channel ROI Customer Retention Travel 30

Gainsight

JUNE 9, 2021

We’ve put together a synopsis of today’s content so you can get an easy download of what folks were streaming today. Her diverse CS experience across various segments makes her insights highly valuable. Major Takeaways: Leverage technology and adapt your system to better serve customers with increased agility and decision making.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement White Paper Customer Journey Document 40

Gainsight

MAY 13, 2020

Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. We are super proud of this innovative layer that will power our technology for years to come. . Customer Experience Center.

Reference 59

Reference Innovation Roadmap Customer Journey 59

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. We’re excited to be creating this platform for CS/CX leaders to share insights, network and change the face of customer service. You can download the brochure for the customer service summit here.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Oracle

JANUARY 11, 2021

Download the report here. Sellers are forced to fill the gaps in processes left by inadequate technology and tools. Download the full report here. For example, workflow technology. A: That’s one of the real beauties of the new technology. And it’s not really the technology.

Sales 55

Sales Competitive Advantage 2020 Culture 55

LiveChat

OCTOBER 31, 2019

Thankfully, with the use of automation technologies, you can eliminate time-consuming and error-prone manual processes while leveraging a large amount of customer data to deliver a responsive and personalized customer experience. Automation technologies can help you turn a large amount of customer data into actionable insights.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57