Upstream Works

MARCH 28, 2024

Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.

Contact Center 78

Contact Center Blog Engagement 78

InMoment XI

SEPTEMBER 27, 2023

In the study, the average Net Promoter Score (NPS) for insurance organisations was a respectable +14, placing it in the middle among all verticals in the study. Customer experience is at the heart of every industry, and the insurance sector is no exception. However, there’s more to the story.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Experience Investigators by 360Connext

OCTOBER 1, 2014

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E-support 274

E-support 2013 2014 Social Media 274

Experience Investigators by 360Connext

JANUARY 30, 2015

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2013 252

2013 Customer Service E-support 2014 252

InMoment XI

MAY 10, 2022

There’s a market research element to human expertise that can help take your experience program (and your brand) to the very top of your vertical. On the flip side, arming yourself with that expertise can make you aware of larger trends and deeper problems than a few cursory adjustments to program parameters can account for.

Consulting 493

Consulting Document Technology Insights 493

Experience Investigators by 360Connext

OCTOBER 31, 2014

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2013 197

2013 E-support 2014 Social Media 197

SmartKarrot

OCTOBER 7, 2020

Hence, the dynamic nature of SaaS has taken two routes, namely vertical SaaS vs horizontal SaaS. . Here are a few topics that we will be delving in today: The Difference in Definitions The Difference in Examples The Difference in Vertical SaaS vs Horizontal SaaS. What is Vertical SaaS? Vertical SaaS Examples.

Definition 10

Definition 2023 Insurance Customer Success 10

Forrester's Customer Insights

FEBRUARY 17, 2024

But even in something like paint manufacturing or government agencies, technology is critical – though critical in a different way than verticals experiencing significant tech disruption. This is obvious enough in industries where technology is fundamentally changing the customer experience. To thrive and grow, firms must make a […]

Government 58

Government Technology Customer Experience Information 58

CSM Magazine

DECEMBER 15, 2022

a leading global provider of next-generation end-to-end customer experience (CX) solutions for digital-native and vertical leading brands, today announces the launch of Majorel X, as a platform for CX transformation services. Majorel Group Luxembourg S.A., For more information on Majorel X please go to: www.majorelx.com. About Majorel.

Consulting 52

Consulting Leadership Culture Touchpoint 52

CSM Magazine

MARCH 27, 2024

The concept is relevant for all verticals where earnings are based on long-term services (gambling, betting, dealing, binary options, crypto). Retention department in online casinos One vertical where Customer Retention Rate (CRR) is particularly important is iGaming.

Customer Retention 52

Customer Retention Loyalty Programs Loyalty Advertising 52

C3Centricity

JANUARY 16, 2024

Adopting a Customer-First Strategy is Essential The CX Index states that 90% of businesses, regardless of the vertical they are operating in, have made CX their primary focus. And research by Gartner concluded that 80% of organizations expect to compete mainly based on CX.

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

Customer Bliss

OCTOBER 24, 2019

The great thing about being a CCO is that you can move across verticals. One of the keys to being successful as a CCO in any vertical is honing your ability to unite the C-Suite. You don’t have to stay in one industry – and I’m speaking from experience. I’ve been a CCO in the auto industry, in technology, real estate, and others.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

SaleMove

JUNE 24, 2022

The Finn AI acquisition combines chatbot verticalization with Glia’s ability to scale, accelerating conversational AI for digital banking and beyond. The post Accelerating Conversational AI for Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 82

Customer Service Banking Blog Customers 82

CRMI

JANUARY 3, 2020

Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o.

Retail 100

Retail Customer Experience Consumers Customers 100

Magellan Solutions

FEBRUARY 20, 2024

Consider a few factors when shortlisting vendors: Key Evaluation Criteria Review partner expertise in your vertical to gauge contextual fluency. Contrast across compatibility, customization range, and vertical priorities when selecting groups for RFPs. These partners shape critical first impressions of brands 24/7.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

BlueOcean

OCTOBER 17, 2023

If you are tasked with doing an assessment yourself, you can often see the correlation between a specific industry vertical and the 3 rd party assessor. We already tagged PwC and EY in this post – and obviously, they are world leaders in assisting organizations on this journey.

Government 177

Government 2004 Automotive Customer Care 177

ClearAction

JULY 20, 2023

Customer segmentation needs to be revised by natural expectation sets instead of roles and verticals. Then, you’ll find that instead of numerous role and vertical personas, there are actually 2-4 overall expectations personas. This is based on a recurring theme across the end-to-end journey.

Technology 62

Technology Customer Success 2009 Consulting 62

UJET

FEBRUARY 11, 2020

Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

E Commerce 72

E Commerce Brands E-support Transportation 72

inmoment

JUNE 29, 2020

Though this strategy is nothing new to any company that wants to keep its doors open, much less take its vertical by storm, the pandemic has shined a light on one of customers’ most cherished experience needs: health and safety. If that desire wasn’t pertinent before the pandemic, it’s all the more so now. A Serving of Success.

Measurement 75

Measurement Retail Customers Brands 75

Forrester's Customer Insights

NOVEMBER 21, 2023

Now, the not-so-good news: Federal CX remains, on average, the weakest among the 13 verticals […]

2023 56

2023 Customer Experience Customers 56

BirdEye

SEPTEMBER 21, 2023

Getting reviews is so easy, especially with their automated follow up!!” – Anna Brant, The Vertical Connection Carpet One “We are a fairly large company – 1,000 employees. We’ve been using Birdeye for 5 years and now have nearly 25,000 reviews with a 4.8 star rating.

2023 111

2023 Management Feedback Customer Experience Management 111

Experience Matters

OCTOBER 6, 2014

You can see a vertical infographic below or: Click here to download the vertical infographic (.pdf). In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. Click here to download as a 18″ x 24″ poster (.pdf).

2014 133

2014 Net Promoter Score Customer Experience ROI 133

Forrester's Customer Insights

MARCH 19, 2024

Computer vision platform providers craft or assist users in developing algorithms, tools, and solutions that enable computers to see, analyze, and make sense of visual information.

Insights 56

Insights Information Customers 56

COPC

NOVEMBER 18, 2022

Our speed of innovation, vertical expertise and global footprint reflects our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.

Feedback 66

Feedback Engagement Marketing Contact Center 66

Optimove

JANUARY 17, 2024

According to a cross-vertical study, 60% to 80% of top companies’ revenues come from existing customers. Tapping into this data allows for highly accurate segmentation, targeting, and personalization — which is what keeps customers (both new and old) coming back for more. Your existing customers are extremely valuable.

Loyalty 59

Loyalty 2024 Download Roadmap 59

Optimove

JUNE 1, 2023

According to a cross-vertical study, 60%-80% of top companies’ revenues come from their existing customers. Across all verticals, existing customers have a 13% higher average transaction value. In an environment of extreme competition, nurturing these customers is crucial. They account for 3.7X

Marketing 52

Marketing Multi-Channel Metrics Customers 52

Beyond Philosophy

SEPTEMBER 23, 2023

For your business vertical, whatever it may be, we hope that the common experiences of dining out—or ordering to go—help illustrate these concepts and help you improve your experience. Plus, it sometimes feels good to complain.

Reference 78

Reference Article Interaction Management 78

CSM Magazine

FEBRUARY 5, 2021

We are incredibly excited to partner with Great Hill and leverage their successful track-record scaling vertical and enterprise software companies both in the UK and overseas.” ” BigChange has experienced 50 percent average year-over-year revenue growth since inception.

2013 52

2013 Transportation 2020 Healthcare 52

BirdEye

OCTOBER 11, 2023

Implement personalization across all verticals According to DataArt , embracing personalized communication should increase revenue by 60% per customer, improve customer engagement by 89%, and boost broker channel effectiveness by 60%.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Eptica

MAY 6, 2020

Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks.

Banking 79

Banking Customer Service Social Media 2020 79

Optimove

MARCH 26, 2024

Panelists pictured from left to right: Eddie, José Pedro of Imperial Brands, Katharina Gasch of Air-up; and Maria Grigorova of Rank.com.

2024 64

2024 Connections 2025 Download 64

Experience Matters

OCTOBER 30, 2017

While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? CVS made an offer to buy Aetna for more than $66 billion. My take: CVS and Aetna have totally different relationships with consumers.

Healthcare 120

Healthcare Retail Consumers Interaction 120

Customer Bliss

AUGUST 4, 2015

Vertical Business Power Core Execution in the vertical business (e.g. The ‘sale’ is the focus, sometimes at the expense of the rest of the experience. . Marketing Power Core The marketing department defines the tenor and tone of the relationship with customers. publishing, pharmaceutical, insurance, telecoms, etc.)

Hospitality 198

Hospitality Insurance Leadership Sales 198

Beyond Philosophy

SEPTEMBER 10, 2019

Furthermore, it addresses 13 different industry verticals and receives over 45,000 responses. They run their research twice a year and have done so for the past ten years. For all of these reasons, the Institute is considered a barometer for Customer Satisfaction.

Customer Satisfaction 163

Customer Satisfaction Customers Presentation Loyalty 163

Forrester's Customer Insights

APRIL 10, 2023

Last week, we published our latest in a series of “State Of” reports for specific verticals. You can find The State Of Cloud In Retail, 2023 on the Forrester website now.

Retail 26

Retail 2023 Healthcare Financial 26

Optimove

JUNE 4, 2020

The average number of daily orders during these five days increased by +18% across retailers and verticals. Please continue reading to learn which verticals saw the highest MDW spikes and what they are doing differently compared to last year. And what does this mean for marketers? Optimove Research. Sounds surprising?

2019 52

2019 Fashion Retail 2020 52