Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! What Are Customer Experience Research Firms?

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc., We’re Thrilled to have Patricia on board.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Explore Contact Center Trends for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. The idea came from an employee that had been with the company for a year.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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

CX Global Media

JULY 9, 2019

In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. On-boarding is your employee launching point.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120