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CSM Magazine
MAY 19, 2022
Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 To access the full white paper, visit PCI Pal.
Confirmit
MARCH 6, 2017
A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational.
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ijgolding
DECEMBER 2, 2015
Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. The paper foundation is based on interviews with 500+ stakeholders from a range of enterprise organizations. At the center of the paper is the idea that we need to refocus our energies on outcomes.
Heart of the Customer
MARCH 28, 2018
The CXPA identifies six disciplines as core to an effective CX program: CX Strategy Customer-Centric Culture VOC Customer Insight & Understanding Experience Design Improvement &Innovation Metrics &Measurement ROI Organizational Adoption & Accountability This white paper, written in conjunction with Intouch Insights, […]. The post White Paper: Designing a World-Class CX Approach appeared first on Heart of the Customer.
InMoment XI
MAY 28, 2009
In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules
InMoment XI
MAY 28, 2009
In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules
Bob Hayes
OCTOBER 23, 2017
Download the free 22-page white paper by clicking the image. Download the complete 22-page white paper here. You can download the free white paper here. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g.,
CustomerGauge
APRIL 5, 2017
Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. The post Net Promoter® White Paper: Next-Generation Net Promoter® appeared first on CustomerGauge. Blog Net Promoter Score white paper Net Promoter white paper Next-Generation Net Promoter NPS white paper
IntouchInsight
APRIL 12, 2018
There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.
Uniphore
DECEMBER 13, 2021
White PapersToday’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience.
mopinion
SEPTEMBER 11, 2018
The post New White Paper: A Digital Feedback-Fueled Approach to Personalisation appeared first on Mopinion. Default Blog customer data digital feedback personalisation research-insights segmentation white paperTechTarget defines personalisation as a “means of meeting the customer’s needs more effectively and efficiently, making interactions faster and easier, and consequently, increasing customer satisfaction and the likelihood of repeat visits”.
Heart of the Customer
APRIL 9, 2020
Customer Experience CX Metrics CX Vision customer experience tip CX ROI white paperHere’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX).
Customer Interactions
JULY 7, 2015
In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. According to the Frost & Sullivan white paper, what successful companies have in common is that they build a system to optimize the dynamics of customer interactions, whether by phone, email, chat or social media.
mopinion
OCTOBER 23, 2017
The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion. Default Blog online feedback research-insights retail industry white paperThe online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process.
Uniphore
DECEMBER 20, 2021
White PapersTarget the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher.
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Confirmit
JULY 7, 2017
This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. Voice of the Customer White Papers Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood.
Uniphore
NOVEMBER 11, 2021
White PapersTravel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.
Uniphore
DECEMBER 17, 2021
White PapersSet your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world.
Uniphore
DECEMBER 17, 2021
White PapersThe adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities.
Uniphore
JANUARY 21, 2022
White PapersFew industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.
Uniphore
NOVEMBER 11, 2021
White PapersFor the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs.
UJET
FEBRUARY 11, 2020
Customer Service Customer Support In-app Live Chat Mobile Multichannel Support optimizing channels for customer support white paperToday’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends.
iPerceptions
MARCH 14, 2018
New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry. Voice of the Customer
CustomerGauge
APRIL 20, 2017
Blog Featured NPS and CX Benchmark Survey surveying white paperWe’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys. I’ve seen a lot of companies who have invested in capturing customer […].
Strativity
MARCH 17, 2020
White Papers Customer ExperienceOver the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task.
Strativity
OCTOBER 16, 2019
White Papers Customer Experience Customer Experience Activation Customer Experience Strategy FeatureThe first key to delivering exceptional experiences is, no surprise, an exceptional customer experience strategy — the kind of strategy that brings cross-functional teams together, differentiates your brand from your competitors, and drives exponential growth. The question is, do you have a blueprint for CX success?
Strativity
NOVEMBER 11, 2019
White Papers Customer ExperienceWhether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any other, our template will save you time and help you evaluate and choose the best partner. Writing a Request for Proposal is no easy task, but RFPs don’t have to be painful. With no standard template and heaps of information to consider, the RFP writing process can feel daunting and confusing.
Strativity
MARCH 21, 2018
White Papers Employee ExperienceIn an ever increasing customer-centric world, employees are the key to unlocking customer loyalty. Engaged employees deliver better customer satisfaction and profits. Yet, while considerable investment and resources have focused on customers during the last several years, many companies have neglected the individuals on the front line of delivering their customer experience – their employees.
Storyminers
JANUARY 26, 2015
They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service design white papers
Strativity
JANUARY 22, 2020
White Papers Customer Experience Customer Experience Strategy Employee EngagementWe’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Workshops are collaborative sessions that have a crystal-clear goal — and they’re an essential tool in the insights, strategy, and execution world.
Strativity
NOVEMBER 19, 2019
Videos White Papers Customer ExperienceIt takes a cohesive, engaged, and empowered team to bring any customer experience to life. Yet too often, organizations fail to tap into the valuable insights and actions that employees have to offer. That’s why we partnered with Medallia for a webinar on how companies can connect EX + CX to achieve greater business impact.
Currency Alliance
FEBRUARY 15, 2018
In its 1998 paper , “Welcome to the Experience Economy”, Harvard Business Review posited that a shift, from a goods-based economy to an experience economy, was a natural “progression of economic value” [vi]. Twenty years on from the Harvard Business Review’s paper, economic data do indeed show that as relative economic sectors, goods has remained stagnant, while services is on the march. Loyalty Strategy The Basics Acquisition/Retention White Papers
Strativity
AUGUST 4, 2017
White PapersLong-term success rests on the ability to transform the customer service function into a strategic asset and competitive differentiator. The post Customer Service as a Strategic Differentiator appeared first on Strativity.
Storyminers
JANUARY 26, 2015
Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Service Design Strategy articles business strategy customer experience customer service Experience Designer service design white papersFrom the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.
Strativity
OCTOBER 18, 2017
White PapersA certain class of brands can charge premium prices and retain loyal customers. In this study, Strativity Group sought to discover the secrets of these brands and what their customers expect from them in exchange for those premium prices and resolute loyalty. The post The Five Delight Drivers of the Best Brands appeared first on Strativity.
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