Jon Arnold

OCTOBER 16, 2020

What began as an exploration of contact center reporting, soon became a bigger exercise in the ever-expanding world of Big Data, and that has inevitably taken me into the adjacent galaxy of BI – business intelligence. The cloud has changed everything, and that brings us to Big Data. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. As a result, this trend signifies an increased emphasis on customer-centric approaches, shaping the future of customer service by fostering loyalty and driving sustainable growth.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

ClearAction

JUNE 8, 2015

Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. Empowered CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

LiveChat

NOVEMBER 28, 2016

In this post, I’ll show you what the most important customer service traits for your customers, for your business and for your revenue are. #1. Exceed your customer’s expectations. There is a huge difference between being customer-focused and customer-centric. Well, the response is one: big data.

Customer Service 55

Customer Service Brand ambassadors Customer centricity Big data 55

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ClearAction

MAY 3, 2019

With the customer at the center, transparency of each touch-point is ubiquitous. A host of silos exist — organizational, political, data, analytics, cross-channel business roles, technology — and we need a structured approach to knocking down these silos. The new frontier is strategic data monetization.”.

Journey mapping 48

Journey mapping Customer centricity CRM Marketing 48

ChurnZero

DECEMBER 11, 2020

T h e complexity of Customer Success software is often grossly underestimated. . Building a Customer Success Health Plan for 365 Days a Year – Everyone pays attention during renewals or a customer complaint, but what about the other 360 days of the year? (By the way, the answer is no, a CRM is not enough. ) .

CRM 59

CRM SaaS Technology Big data 59

NobelBiz

FEBRUARY 22, 2023

As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. That is why Call center analytics enables you to collect and analyze customer data to prioritize them. Metrics are then saved in your call center software’s database.

Analytics 52

Analytics Call Center Big data Contact Center 52

Taylor Reach Group

MAY 24, 2018

Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018. Is it possible to achieve churn reduction? Proving everything can happen. and Now What?’ of quality monitoring.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Natalie Petouhof

JUNE 9, 2016

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. Covering customer-facing applications.

Technology 45

Technology CRM Customer centricity Analytics 45

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. What do you think?

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

ClearAction

APRIL 18, 2015

Focus employee metrics more on CX enabling behaviors, less on survey ratings. Data can be insightful to all of the roles HR takes on in facilitating the company’s CX goals. 60% of companies are now investing in big data and analytics to make HR more data driven. HR must integrate with the Ops teams.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. But there is some hope.

Big data 59

Big data Marketing B2C CRM 59

aircall

MARCH 19, 2021

With all the available customer data companies have at their disposal to enhance the performance of customer service, sales, and marketing efforts, a remarkable 73% of companies still do not use it effectively. And out of those who do practise data collection, only 12% analyze it. All Customer Data in One Phone.

Sales 62

Sales CRM Marketing Best practices 62

SmartKarrot

APRIL 15, 2022

Apart from being a huge repository of knowledge on CRM, this updated version also offers adds new case studies and updated screenshots, and also includes emerging CRM trends such as AI, big data, chatbots, etc. The book takes on a managerial perspective to discuss the role of CRM software in customer journeys. Conclusion.

Customer retention 19

Customer retention CRM SaaS Customer centricity 19

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52