Beyond Philosophy

MARCH 31, 2020

We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes.

Airlines 500

Airlines Healthcare Government Self service 500

Beyond Philosophy

MAY 12, 2016

With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.

Consulting 281

Consulting Consulting Call Center Customer emotions 281

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.

Marketing 113

Marketing Personalization Technology Consulting 113

Anexa BPO

MARCH 4, 2023

Here’s a startling but important business statistic: surveys show that decreasing customer churn by a mere 2 % is equivalent to cost-cutting by 10%. When economic conditions deteriorate, even though cutting costs may be called for, it needs to be implemented in ways that minimize the impact on your most valuable resource: your customer.

Marketing 52

Marketing outsourcing Customer centricity Chatbots 52

Beyond Philosophy

NOVEMBER 22, 2017

It must include both emotional and social components of value, more nuanced elements of the job experience which are of at least equal importance to the employee. In many respects, then, the employee life cycle is similar to the customer life cycle. This is rather analogous to Suspect and Prospect stages of the customer life cycle.

Banking 225

Banking Enterprise Consulting Consulting 225

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60