InMoment XI

JANUARY 15, 2019

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).

Events 200

Events Article Customer Experience Customers 200

Genroe

OCTOBER 16, 2023

Video Case Study Transcript Janine Scott (Wolters Kluwer Asia Pacific) So I was tasked with making the commercial connection between our Net Promoter score and some of our measures […] The post [Case Study] A CFO’s Perspective: The correlation between NPS and Growth appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score NPS Metrics Measurement 52

C Space

FEBRUARY 2, 2022

Customer Inspired Perspectives on Grocery and Drinks Trends in 2022. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends.

2022 52

2022 Banking Consumers Events 52

Optimove

NOVEMBER 29, 2023

The future looks bright for AI-driven brand marketing, according to Optimove’s 2024 Consumer Perspectives on AI-Driven Brand Marketing Report. Our new report unlocks valuable insights into customer perceptions of AI, and provides tips on how to best use AI to enhance the customer experience and increase lifetime customer value (LCV).

2024 52

2024 Consumers Loyalty Insights 52

Brad Cleveland Blog

AUGUST 25, 2022

Service level can take a big hit in the morning, but if you have staff handling every … Continue reading → The post Service Level from the Perspective of Customers appeared first on Brad Cleveland. Daily service level reports often conceal important information.

Customers 49

Customers Information Contact Center Call Center 49

Education Services Group

FEBRUARY 1, 2023

And tomorrow when you wake up and view your dashboard, we hope you’ll have a fresh perspective on the mountain of work the team has accomplished to integrate those data points and an informative plan of action for how to tackle the challenges that your customers face today. Maybe You Need a Shift in Perspective appeared first on ESG.

White Paper 52

White Paper Metrics Customer Success Hotels 52

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

MARCH 3, 2016

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer. View Article

Banking 266

Banking Customer Experience Article Customers 266

Natalie Petouhof

DECEMBER 9, 2022

The post Featured on DCX: Perspectives and insights on digital customer experience appeared first on Dr Natalie News. Stop choosing technology that doesn’t help the customer (13:14). The three pillars of Empathy in Action (16:17). Here’s what an orchestrated experience looks like (20:07). Focus on the long term (22:35).

Insights 52

Insights Customer Experience Customer Centricity Presentation 52

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective. And therein lies the problem. <- Search, site, and mobile I select this company. <- <- Why?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

PK

MARCH 11, 2020

The post How RPA can drive organizational innovation: A PK perspective appeared first on PK. Rajesh has nearly 24 years of experience helping organizations and clients reduce GTM, improve quality, efficiency and drive CSAT through transformative RPA, AI, machine learning and various automation initiatives.

Innovation 86

Innovation 2022 2021 ROI 86

C Space

MARCH 13, 2020

Skillsoft Perspectives Event: How We Adapted. Every year, C Space clients Skillsoft and SumTotal have held a highly respected, well-attended, face-to-face global event for learning, talent and business leaders: Perspectives. I am so proud and excited to be a part of this event.”. – Sam Rothkopf, Chief Development Officer, C Space.

Events 52

Events Workshop Social Media 2020 52

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective. And therein lies the problem. <- Search, site, and mobile I select this company. <- <- Why?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Education Services Group

OCTOBER 17, 2022

The post Peter’s Perspective: How CS Can Weather the Approaching Storm appeared first on ESG. To close, I spent a big part of the same vacation I mentioned earlier reading Doris Kearns Goodwin’s biography of Abraham Lincoln, Team of Rivals , and I am reminded now of something he said about leadership.

Hotels 52

Hotels Customer Success Culture Financial 52

Brad Cleveland Blog

AUGUST 25, 2022

Service level can take a big hit in the morning, but if you have staff handling every … Continue reading → The post Service Level from the Perspective of Customers appeared first on Brad Cleveland. Daily service level reports often conceal important information.

Customers 26

Customers Information Contact Center Call Center 26

Education Services Group

MAY 16, 2022

The post Peter’s Perspective: Partners in the World of Customer Engagement appeared first on ESG. If one thing is absolutely indisputable about Customer Success, it’s this. Each step forward creates new opportunities, and each step forward should also create even more awareness that we increasingly need partners.

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

Strikedeck

AUGUST 4, 2021

Also, how CS helps businesses reframe their perspective on achieving customer growth and success. The post Reframe your Perspective of Customer Growth and Success — In an interview with Helena Young, VP of Customer Success at League Inc. first appeared on Strikedeck | Customer Success Platform.

Customer Success 52

Customer Success Customers Management Customer Engagement 52

Totango

SEPTEMBER 6, 2017

Sam shared a fairly unique perspective (at least in the context of a conference focused on customer success professionals) in his keynote address: the viewpoint of a product manager on the customer success movement. Zendesk enjoys its position at the intersection of the two.

Customer Success 82

Customer Success 2017 B2B Customer Centricity 82

Brad Cleveland Blog

JUNE 17, 2021

Learn as much … The post Practice seeing things from your customer’s perspective first appeared on Brad Cleveland. They want to deeply understand and experience the organization— and its products, employees and competitors—as customers do. Get out there and see what’s happening firsthand. Make it a habit.

Contact Center 32

Contact Center Call Center Customer Relationships Customers 32

Natalie Petouhof

AUGUST 15, 2022

The post Empathy in Action Empathy in Action – Book Review, an Analyst’s Perspective appeared first on Dr Natalie News. If you’re worried about whether your company could be the next Kodak, or if you’re looking for a roadmap to displace their equivalent in your industry, Chapter 3 should serve as your entrée to read the whole book.

Books 52

Books Customer Centricity Advertising Culture 52

SAP Customer Experience

DECEMBER 19, 2022

Overview: This blog is authored by 3 designers in Digital Labs, Innovation Office APJ, Rena Yu Ning Wang, Stella Ang, and Sujit Adichikat. In this blog, we will be sharing our experience working on the tool of SAP Build Apps (previously called AppGyver). Introduction: The SAP Build Apps tool is.

Innovation 79

Innovation Blog User Experience Customer Experience Design 79

Natalie Petouhof

AUGUST 31, 2022

The post Shaping Empathy from the Perspective of Your Employees and Customers (with Dr. Natalie Petouhoff) appeared first on Dr Natalie News. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio.

Magazine 52

Magazine Entertainment Consulting Customer Centricity 52

Kristina Evey

MAY 18, 2017

The Customer Perspective. We could set you up on automatic payment…” Consider the news or information you need to convey from the customer perspective. The daily decisions are endless. But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.

Customer Experience 67

Customer Experience Customers Loyalty Information 67

Alida

DECEMBER 19, 2017

Over the next three to five years, the media industry will become a more mature market from the consumer’s perspective, and this will have dramatic implications for media, including the convergence of media advertising into one market and great deal of industry consolidation.

Advertising 100

Advertising 2005 2013 2017 100

Brad Cleveland Blog

OCTOBER 14, 2021

Learn as much as you … The post 7 Ways to See Your Business from Your Customers’ Perspective first appeared on Brad Cleveland. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. Get out there and see what’s happening firsthand. Make it a habit.

Customers 32

Customers Contact Center Call Center Customer Relationships 32

Brad Cleveland Blog

JUNE 17, 2021

They want to deeply understand and experience the organization— and its products, employees and … Continue reading → The post Practice seeing things from your customer’s perspective appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Relationships Customers 26

Horizon CX

JANUARY 6, 2020

From a company perspective, commitment, motivation, loyalty, trust, values, and identities should be like mild adhesive that will reliably endure repeated removals and reattachments. The post The Power of Moderation – A 2020 Perspective appeared first on Horizon CX. Noam Chomsky. December 27, 2019.

2020 40

2020 White Paper Airlines 2004 40

LiveChat

MAY 22, 2015

Perspective-taking is our capacity to see the world from the view of the other person. That was a perspective-taking experience Jason had. However, from customer’s perspective it was everything but easy. Our capacity to see the world from another person’s perspective develops early in life.

E-support 70

E-support 2015 Customers Blog 70

ijgolding

JULY 9, 2018

In the meantime, I am delighted to share the perspective from the marketing community. Please do ‘discuss’ and share your own perspectives by commenting on this post. A perspective by Bernard Page appeared first on I J Golding. Well I would love to know what you think!! Enjoy the read!!

Chief Customer Officer 59

Chief Customer Officer Marketing Books Leadership 59

Guavus

JULY 8, 2019

A new approach is required that doesn’t focus on the performance of the network from the perspective of the network, but instead focuses on the performance of the network from the perspective of the customers using the network and corresponding services. As previously published April 24, 2019 in Telecom Asia.

Net Promoter Score 45

Net Promoter Score Customer Care Customers Measurement 45

ReviewTrackers

MAY 11, 2017

This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. This means that the healthcare industry needs to use the patient perspective as a metric to assess the value of healthcare.

Healthcare 50

Healthcare Metrics Feedback Technology 50

Brad Cleveland Blog

OCTOBER 14, 2021

They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers … Continue reading → The post 7 Ways to See Your Business from Your Customers’ Perspective appeared first on Brad Cleveland.

Customers 26

Customers Contact Center Call Center Customer Relationships 26

Lithium

AUGUST 30, 2021

Millennials. Love us or hate us, we are the leading group of consumers with roughly $200 million in annual buying power and a leading voice in the national conversation. Sure, we love avocado toast, a good meme, and anything reminiscent of 90’s nostalgia, but how we decide where we invest our time and money runs much deeper.

Brands 52

Brands Social Media Loyalty Consumers 52