CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Follow Nate on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product 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. About DMG Consulting LLC. When: Today, 17 July 2019.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

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

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Practice rapid experimentation on multiple solutions to difficult situations, measuring impact by monitoring and surveys. Find a survey guide here.

Airlines 62

Airlines Scripts Surveys Consulting 62

Skybridge

MARCH 23, 2021

How well do you know – I mean really know – what your customers want and need most from your brand right now? When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX leaders around the world, whittling his findings down to 4 simple but powerful best practices.

Best practices 52

Best practices Banking Consulting Consulting 52

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

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

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Connecting the Dots

DECEMBER 1, 2021

In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1]. Harper Collins, 2015. [3] The post Net Promoter Score 3.0

B2C 62

B2C Advertising B2B Metrics 62

Connecting the Dots

OCTOBER 20, 2021

Our September 2021 Quirks article addresses all three of these issues. Our survey of over 2,500 customers found customers were delighted with customer delight formulas ranging from enthusiasm and empathy to humor and heroics. Delight can be created in almost any situation. This really applies to you as well.

Entertainment 62

Entertainment Coaching Airlines B2B 62

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. As Pixalate’s Senior Vice President, Global Customer Success, Amanda oversees the company’s growing global customer success team, including the East and West Coasts of the U.S., EMEA, and APAC. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Comm100

NOVEMBER 13, 2022

Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support. These customers want to use the channel that suits them in that moment, and organizations are taking note. Survey data shows that customers hate repeating themselves.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90