DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 18 October 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 7 June 2017. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. 7 November 2017. 30% of U.S.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 284

Wireless Consulting Consulting Airlines 284

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The Customer Delight Playbook , by Sujan Patel.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. That means that your Customer Experience can benefit a lot from finding ways to appeal to the emotions of the largest of the generational groups: So, what do Millennials value?

Consulting 326

Consulting Consulting Sales Surveys 326

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 15, 2017

Thank you for your interest in DMG Consulting’s publications. Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Deliver a personalized customer experience (39.2 By Donna Fluss.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. Some companies have large departments dedicated to Customer Experience and analysis of customer opinion.

Consulting 140

Consulting Consulting Surveys Feedback 140

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Also, the survey showed that nearly 20% of U.S. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Customers don't like it and it delivers absolutely no value. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights?

Surveys 48

Surveys Airlines Advertising Customer retention 48

Beyond Philosophy

JANUARY 16, 2018

Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

MARCH 22, 2017

However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. So how do you build trust into your Customer Experience? It’s no longer enough to simply speak to customers from the lofty heights of marketing.

Government 304

Government Advertising Surveys Marketing 304

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC).

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? The Return on Investment (ROI) for improved Customer Experience can be amazing, and companies that focus on CX reap the benefits each day.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). The ten reasons included: Poor objectives. Scope creep.

CRM 195

CRM Consulting Consulting Quality management 195

Connecting the Dots

JULY 13, 2020

The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. Complaints must be handled well to ensure brand loyalty; A whopping 66% of those surveyed reported a problem with a product or service in the prior twelve months, up from 56% in 2017.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Connecting the Dots

JULY 13, 2020

Everyone at CCMC was delighted to see that Scott Broetzmann’s alma mater, University of Wisconsin, recently recognized Scott for his long-standing contributions to creating an extraordinary customer experience following the release of the 2020 National Customer Rage Study. Common problems were also identified, including.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Example: Kaiser Permanente Survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Example: Kaiser Permanente Survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141