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It’s time to stop giving people Net Promoter Score® targets

Genroe

FEBRUARY 20, 2017

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score MORE

Best practices Feedback 57
>

How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations

aircall

JULY 25, 2017

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com. MORE

Upselling Sales Marketing Call Center 66
>

18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline

Spearline

DECEMBER 18, 2019

” The paid leave will be in accordance with the provisions of the Maternity Protection Acts 1994 & 2004, the Adoptive Leave Acts 1995 & 2005, and the Paternity Leave and Benefit Act 2016. MORE

Accountability Management 83
>

Part 1: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. MORE

B2B Customer Support Strategic Value Coaching 59
>

Part 3: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services. MORE

B2B Customer Support Technical Support Coaching 59
>

Momentum Spotlight Interviews

Momentum Telecom

SEPTEMBER 1, 2020

I’ve lived in Birmingham since 2004, and I started my journey with the Momentum family as an Account Manager in January 2020. Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management. MORE

Accountability Management Personalization 52
>

Part 3: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 16, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. MORE

B2B Customer Support Strategic Value Chatbots 55
>

ROI and the Secure Customer Index (SCI)

Horizon CX

MARCH 1, 2021

In 2004, D. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. MORE

Management Feedback Marketing Metrics 52
>

Celebrating 16 Years in India

Aspect

NOVEMBER 4, 2020

In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. Aspect Software is celebrating 16 years in India. . MORE

Sales Customer Care 92
>

4 Ways AI Will Transform Customer Experience

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills. MORE

Chatbots Customer Experience Customer Service Technology 52
>

A Closer Look at MiFID II Recording Requirements

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. MORE

Government Coaching Accountability Quality management 47
>

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. MORE

Customer Service Entertainment Marketing Customer Support 236
>

Interactions Celebrates 15 Years

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions. MORE

Customer Experience Customer Care Technology Marketing 48
>

Part 1: How Customer Support Drives and Grows Recurring Revenues

Team Support

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “Customers buy products to enable and streamline their business operations. MORE

Customer Support Sales Coaching Education 55
>

Guest Blog: Becoming a Blockbuster?

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family? MORE

Consulting Consulting Marketing Sales 170
>

Localz Close £2M Funding Round to Support Business Post-COVID

CSM Magazine

NOVEMBER 26, 2020

Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference. MORE

Customer centricity Technology Marketing Customer Experience 52
>

MiFID II: What Do You Need to Know?

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. MORE

Government Banking Enterprise Consulting 44
>

Engage Your Workforce and Improve the Bottom Line

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. MORE

Self service Consulting Consulting Analytics 95
>

Part 2: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. MORE

B2B Customer Support Strategic Value Coaching 59
>

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. MORE

Construction Benchmark Customer emotions Consulting 309
>

Xpedition and Voyado Partner to Help Boost Loyalty and Retention for Fashion Brands

CSM Magazine

APRIL 19, 2021

Founded in Sweden in 2004, Voyado’s key differentiator is the simplicity of its solution that has been designed specifically for retailers, and embeds the drive for customer loyalty and retention into all areas of fashion organisations. MORE

CRM Coaching Marketing Enterprise 65
>

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful. MORE

Metrics Contact Center Analytics Technology 53
>

It’s time to stop giving people Net Promoter Score® targets

Genroe

SEPTEMBER 8, 2018

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it. MORE

40
>

What Customer Emotions Drive the Most Value

Beyond Philosophy

APRIL 28, 2019

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know. MORE

Customer emotions Consulting Consulting Customer Experience 260
>

Le CNED : un cas d’école en matière de gestion d’un pic d’activité

Eptica

MAY 5, 2020

Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Publié le: 05 Mai 2020. MORE

Management 95
>

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Apple has an excellent experience. MORE

Customer centricity Customer emotions Consulting Consulting 312
>

Part 2: How Customer Support Drives and Grows Recurring Revenues

Team Support

NOVEMBER 11, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “ To retain the customers you have, you must help them achieve the outcomes they need.”. MORE

Customer Support Coaching Engineering Education 59
>

69 countries and counting. Welcome Malta to Spearline fixed line testing

Spearline

JANUARY 13, 2020

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms. MORE

Telecommunications Wireless Enterprise Management 82
>

(v) WeCare: Top-Rated Outsourcing Call Centre in the USA

Vcaretec

OCTOBER 23, 2019

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. The idea of outsourcing call center can seem daunting, especially if you've never used this service before. There are many factors to consider when choosing a contact center to ensure it meets your expectations. MORE

outsourcing Call Center Upselling Feedback 40
>

Amazing Business Radio: Martha Brooke

ShepHyken

JUNE 23, 2020

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. MORE

B2B Metrics Surveys Feedback 172
>

Amazing Business Radio: Martha Brooke

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews. MORE

Metrics Surveys Feedback Personalization 164
>

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

MARCH 15, 2019

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?” Customers answer this question on a scale of 0-10. MORE

Surveys Accountability Personalization Customer Support 49
>

Convince Your Boss: It’s Time for Digital Transformation

Aspect

OCTOBER 25, 2017

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas. MORE

Self service Contact center software Management Cloud contact 142
>

Why the Fuss Over Company Culture?

Call Center Weekly

OCTOBER 1, 2018

Needle (2004) , stated that organizational culture represents the collective values, beliefs and principles of organizational members. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. MORE

Morale B2B Customer Experience Sales 149
>

Women in Technology: Nominate Your Unsung Heroes!

Aspect

JULY 31, 2017

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few. MORE

Technology Engineering Marketing 76
>

How Trust Can Help Combat Vaccine Hesitancy Among Non-English Speakers

Certified Languages International

JANUARY 25, 2021

From 2004 to 2010, the vaccination rate dropped from 94% to 54%. Vaccine hesitancy among minority communities remains high. MORE

Government Education Accountability Healthcare 52
>

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. MORE

Customer Service Entertainment Marketing Customer Support 230
>

Part 2: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 20, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services. MORE

B2B Customer Support Technical Support Accountability 59
>

Spotlight on SBCs with Ingate - my Latest on BCStrategies

Jon Arnold

DECEMBER 3, 2020

I’ve been following the session border controller space since inception - 2004 - and it falls squarely into that bucket. Every so often I’ll do a spotlight piece on a trend or technology, especially ones that are not well-understood. MORE

Technology voip 64
>

Part 1: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 12, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services. MORE

B2B Customer Support Technical Support Coaching 62
>

Calls Are Taking Longer, and That’s a Good Thing

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. MORE

Self service Chatbots Surveys Accountability 67
>
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Strategic Value Customer emotions Time management industry standards Coaching Consulting Technical Support Sales Customer retention Personalization More Related Topics >

Amazing Business Radio: Martha Brooke

ShepHyken

JUNE 23, 2020

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics.

B2B 172
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B2B Metrics Surveys Feedback 172

It’s time to stop giving people Net Promoter Score® targets

Genroe

FEBRUARY 20, 2017

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

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Best practices Feedback 57
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Spotlight on SBCs with Ingate - my Latest on BCStrategies

Jon Arnold

DECEMBER 3, 2020

I’ve been following the session border controller space since inception - 2004 - and it falls squarely into that bucket. Every so often I’ll do a spotlight piece on a trend or technology, especially ones that are not well-understood.

Technology 64
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Technology voip 64

Xpedition and Voyado Partner to Help Boost Loyalty and Retention for Fashion Brands

CSM Magazine

APRIL 19, 2021

Founded in Sweden in 2004, Voyado’s key differentiator is the simplicity of its solution that has been designed specifically for retailers, and embeds the drive for customer loyalty and retention into all areas of fashion organisations.

CRM 65
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CRM Coaching Marketing Enterprise 65

Amazing Business Radio: Martha Brooke

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

Metrics 164
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Metrics Surveys Feedback Personalization 164

Celebrating 16 Years in India

Aspect

NOVEMBER 4, 2020

In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. Aspect Software is celebrating 16 years in India. .

Sales 92
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What Customer Emotions Drive the Most Value

Beyond Philosophy

APRIL 28, 2019

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer emotions 260
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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Customer Service 236
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Customer Service Entertainment Marketing Customer Support 236

It’s time to stop giving people Net Promoter Score® targets

Genroe

SEPTEMBER 8, 2018

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it.

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Engage Your Workforce and Improve the Bottom Line

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging.

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Self service Consulting Consulting Analytics 95

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Customer Service 230
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Customer Service Entertainment Marketing Customer Support 230

Part 2: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 59
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B2B Customer Support Strategic Value Coaching 59

InformaTech

InformaTech

What Customer Emotions Drive the Most Value

Beyond Philosophy

APRIL 28, 2019

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer emotions 260
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Customer emotions Consulting Consulting Customer Experience 260

Part 1: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 12, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 62
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B2B Customer Support Technical Support Coaching 62

Part 2: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 20, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 59
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B2B Customer Support Technical Support Accountability 59

4 Ways AI Will Transform Customer Experience

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills.

Chatbots 52
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Chatbots Customer Experience Customer Service Technology 52

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Apple has an excellent experience.

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Customer centricity Customer emotions Consulting Consulting 312

Part 2: How Customer Support Drives and Grows Recurring Revenues

Team Support

NOVEMBER 11, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “ To retain the customers you have, you must help them achieve the outcomes they need.”.

Customer Support 59
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Customer Support Coaching Engineering Education 59

18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline

Spearline

DECEMBER 18, 2019

” The paid leave will be in accordance with the provisions of the Maternity Protection Acts 1994 & 2004, the Adoptive Leave Acts 1995 & 2005, and the Paternity Leave and Benefit Act 2016.

Accountability 83
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Accountability Management 83

Part 1: How Customer Support Drives and Grows Recurring Revenues

Team Support

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “Customers buy products to enable and streamline their business operations.

Customer Support 55
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Customer Support Sales Coaching Education 55

Part 1: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations.

B2B 59
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B2B Customer Support Strategic Value Coaching 59

Part 3: The Strategic Role of B2B Customer Support

Team Support

SEPTEMBER 16, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 55
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B2B Customer Support Strategic Value Chatbots 55

Momentum Spotlight Interviews

Momentum Telecom

SEPTEMBER 1, 2020

I’ve lived in Birmingham since 2004, and I started my journey with the Momentum family as an Account Manager in January 2020. Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management.

Accountability 52
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Localz Close £2M Funding Round to Support Business Post-COVID

CSM Magazine

NOVEMBER 26, 2020

Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference.

Customer centricity 52
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Customer centricity Technology Marketing Customer Experience 52

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

Metrics 53
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Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Construction 309
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Guest Blog: Becoming a Blockbuster?

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?

Consulting 170
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Interactions Celebrates 15 Years

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions.

Customer Experience 48
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Customer Experience Customer Care Technology Marketing 48

ROI and the Secure Customer Index (SCI)

Horizon CX

MARCH 1, 2021

In 2004, D. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

Management 52
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Convince Your Boss: It’s Time for Digital Transformation

Aspect

OCTOBER 25, 2017

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.

Self service 142
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Self service Contact center software Management Cloud contact 142

Part 3: B2B Customer Support Transformation Imperatives

Team Support

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 59
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B2B Customer Support Technical Support Coaching 59

MiFID II: What Do You Need to Know?

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Government 44
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Government Banking Enterprise Consulting 44

69 countries and counting. Welcome Malta to Spearline fixed line testing

Spearline

JANUARY 13, 2020

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms.

Telecommunications 82
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Telecommunications Wireless Enterprise Management 82

Le CNED : un cas d’école en matière de gestion d’un pic d’activité

Eptica

MAY 5, 2020

Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Publié le: 05 Mai 2020.

Management 95
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Management 95

Women in Technology: Nominate Your Unsung Heroes!

Aspect

JULY 31, 2017

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few.

Technology 76
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Technology Engineering Marketing 76

How Trust Can Help Combat Vaccine Hesitancy Among Non-English Speakers

Certified Languages International

JANUARY 25, 2021

From 2004 to 2010, the vaccination rate dropped from 94% to 54%. Vaccine hesitancy among minority communities remains high.

Government 52
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Government Education Accountability Healthcare 52

Why the Fuss Over Company Culture?

Call Center Weekly

OCTOBER 1, 2018

Needle (2004) , stated that organizational culture represents the collective values, beliefs and principles of organizational members. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

Morale 149
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Morale B2B Customer Experience Sales 149

How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations

aircall

JULY 25, 2017

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.

Upselling 66
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Upselling Sales Marketing Call Center 66

Calls Are Taking Longer, and That’s a Good Thing

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.

Self service 67
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Self service Chatbots Surveys Accountability 67

A Closer Look at MiFID II Recording Requirements

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.

Government 47
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Government Coaching Accountability Quality management 47

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

MARCH 15, 2019

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?” Customers answer this question on a scale of 0-10.

Surveys 49
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Surveys Accountability Personalization Customer Support 49

(v) WeCare: Top-Rated Outsourcing Call Centre in the USA

Vcaretec

OCTOBER 23, 2019

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. The idea of outsourcing call center can seem daunting, especially if you've never used this service before. There are many factors to consider when choosing a contact center to ensure it meets your expectations.

outsourcing 40
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outsourcing Call Center Upselling Feedback 40
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