Interactions

NOVEMBER 5, 2020

Being employee-centric and customer-centric simultaneously is a herculean task. A myriad of internal hurdles and immense pressure to do more with less, while still improving performance is a story all too familiar to Revenue Cycle Management (RCM) companies. Conversational AI is made for RCMs. It’s simple.

Management 62

Management Healthcare Virtual Agent Customer centricity 62

CX Journey

OCTOBER 5, 2017

Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business? It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general.

Metrics 51

Metrics Customer centricity Employee engagement Customer Experience 51

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively.

Customer centricity 52

Customer centricity Advertising Technology Marketing 52

C3Centricity

APRIL 2, 2018

But in order to become this new business decision support group, new skills are required. Business acumen. Those are the department objectives that the FMCG world in particular desires today, be they in a manufacturing or retail environment. Time lag between insight delivery and business results. It depends? Storytelling.

Marketing 70

Marketing Metrics Customer centricity Best practices 70

ijgolding

AUGUST 3, 2018

The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today. Exactly why businesses are struggling to transform themselves is an interesting question. I and my family have been ‘customers’ of FatFace for several years. Is it fear of change?

Multichannel 76

Multichannel Customer centricity Sales Management 76

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. In any process we need to start by identifying where we are today.

Customer centricity 67

Customer centricity Marketing 67

CX Journey

AUGUST 9, 2016

Some people say that "disrupt" is an over-used, cliche business term. According to the video below from Gregersen's talk at the SAP Executive Summit , there are two main things that all disruptors do: They think differently. Albert Einstein I love that he asks about a question-centric culture and leaders. I disagree.

Customer Experience 37

Customer Experience 37

360Connext

APRIL 6, 2017

It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. Episode 014: Handling Pressure, Jeff Toister, and The Customer as Hero.

Customer centricity 44

Customer centricity Consulting Consulting Customer Experience 44

SmartAction

OCTOBER 30, 2018

Conversational chatbots were one of the leading marketing disruptors in call center automation last year, but fell in popularity as companies discovered the complexity of sustaining an efficient and successful chatbot. Unfortunately, many companies discovered this all too late and have invested too much time and money to back away.

Chatbots 40

Chatbots Call Center Interactive Voice Response Virtual Agent 40

C3Centricity

OCTOBER 29, 2017

It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! We are all excited by the wealth of information available to us about our customers, from the IoT as well as people’s behaviour on the internet. I call it CatSight.

Customer centricity 48

Customer centricity Journey mapping Marketing Surveys 48

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! In this session, CEO Tiago Paiva welcomes the customer heroes in attendance and is joined by a few members of the Talkdesk team to walk through some of the major milestones and accomplishments of the past year.

Contact Center 40

Contact Center Customer centricity Construction Technology 40

C3Centricity

JUNE 5, 2019

Business Growth. No less than two of my current clients and four new companies have asked me for support in growing their businesses in just the past month! They must cover the three aspects of customer benefits, namely: Rational, functional benefits. Steps of the customer journey – aware, consider, try etc.

Advertising 63

Advertising Metrics Marketing Customer centricity 63

Branch Mesenger

JUNE 29, 2018

If you ask a company what their biggest challenge is today, they'll likely say hiring. The case was started when North Dakota sued Quill, a mail-order office equipment retailer, for unpaid North Dakota sales tax on orders shipped to customers in the state. Via: USA Today. What landmark court decision means for retail? ??

Healthcare 48

Healthcare Sales Education Entertainment 48