West Monroe

JULY 30, 2023

Discussion around uncertainty and the continued looming of a recession or banking crisis only grows as banks are forced to reassess how they are avoiding the threats of defaults, credit quality, and deposit runoff. While banks are tightening lending even more, they’re now asking: how can we bring deposits back and keep them?

Banking 52

Banking 2023 Multi-Channel Financial 52

Customer Bliss

APRIL 20, 2018

They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. We seek a human response. Companies that would make your mom proud are designed to deliberate warm and caring responses to their customers’ most vulnerable moments.

Net Promoter Score 157

Net Promoter Score Retail 2016 Healthcare 157

COPC

DECEMBER 23, 2022

We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff. We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.

Engagement 87

Engagement Contact Center Culture Feedback 87

CSM Magazine

APRIL 15, 2021

The global pandemic has changed the way we live, work and do business. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors. It encourages agents to share best-practice learning while demonstrating to customers that your organisation cares and delivers true value.

Multi-Channel 52

Multi-Channel Brands Download 2020 52

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. But the importance of the human element cannot be relegated to a mission statement or poster on the wall. How leaders can improve employee engagement to drive a better customer experience.

Engagement 59

Engagement Customer Experience Culture Government 59

ClearAction

APRIL 18, 2020

What bothers them bothers your company’s quest for growth: Customers’ negative word-of-mouth dilutes the value of your brand equity, marketing, PR and positive word-of-mouth. Customer cycle time delays for payments and purchase decisions reduces productivity of your accounts receivable and sales teams, among others.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions. Take a deep dive into your industry. Or maybe just not as badly as your competitors? Don’t measure.

2020 29

2020 Leadership Events Automotive 29

ProProfs Chat

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. These statistics indicate how customer service expectations are on the rise. That’s not all.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

Gainsight

MAY 10, 2021

Sometimes, you gotta put your pedal to the metal, punch it, and drive hard. Topic: Making CS Work In a Remote-first Model. For many, it was The Queen’s Gambit —a story all about strategy, seeing the plays before your opponent does, and learning from others while facing matches alone. Chart-Topping: Customer Success Operations.

2021 52

2021 Chief Customer Officer Travel Roadmap 52