Russel Lolacher

MAY 31, 2020

How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. It is fairly common sense that for an organization to be healthy and have longevity, it must serve its customers… but what’s in a vision or mission statement isn’t always in practice.

Customer Centricity 52

Customer Centricity Leadership Contact Center NPS 52

Magellan Solutions

MAY 31, 2020

The pandemic has swept the globe and changed the lifestyles of many. To quell this pandemic, people around the world are forced to stay indoors and observe social distancing. This has crippled many industries and made certain services inaccessible. However, it has also given rise to an all-time high demand for telemedicine services. The demand for telemedicine and other related telehealth services was not very high before the pandemic.

Healthcare 52

Healthcare Hospitality Reference Technology 52

Russel Lolacher

MAY 31, 2020

How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. It is fairly common sense that for an organization to be healthy and have longevity, it must serve its customers… but what’s in a vision or mission statement isn’t always in practice.

Customer Centricity 52

Customer Centricity Leadership Contact Center NPS 52

Confirmit

MAY 31, 2020

BOI Payment Acceptance (BOIPA) launched our Voice of Customer (VoC) program in 2016 as a key component of our customer strategy. Together with our CX management partner W5, we started by identifying the relevant parts of the customer lifecycle we needed to measure and track. We prioritized the ‘Recently Onboarded’ and ‘In Life’ journey stages.

2016 52

2016 2015 Voice of Customer Measurement 52

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