CSM Magazine

FEBRUARY 25, 2020

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. Chat bots have been shown to positively strengthen customer contact. The new agreement covers If’s contact centers in four countries.

Insurance 59

Insurance Contact Center Virtual Agent Innovation 59

SaleMove

MAY 26, 2020

Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are headed. What could be a potential customer journey for a Gen Zer looking to open an account or apply for a new product?

Social Media 52

Social Media Banking 2002 2025 52

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. The company delivers both consulting and packaged solutions to operators across the United States and Canada.

Multi-Channel 40

Multi-Channel 2008 E Commerce Sports 40

CSM Magazine

SEPTEMBER 15, 2022

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand.

Consumers 52

Consumers Brands Customer Service Contact Center 52

delighted

FEBRUARY 7, 2022

As the curtains came down on thousands of physical stores, customers took to the more convenient and safer alternative of shopping online. by 2024, indicating a drastic shift in customer preferences courtesy of COVID-19. spike in the customer count across stores in the US. spike in the customer count across stores in the US.

Retail 73

Retail 2020 2019 Customer Journey Mapping 73

Lumoa

JUNE 19, 2018

Unhappy, yet talkative customers are a golden source of information for your business. They desperately want your company to change and build a better experience for them. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 64

Feedback Multi-Channel NPS Travel 64

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 172

Metrics Net Promoter Score Customer Experience NPS 172