Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
PeopleMetrics
APRIL 28, 2015
This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. In 2006, the most common reason customers visited a branch was to deposit funds.
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Beyond Philosophy
JANUARY 16, 2018
To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.
Robert Davis
JULY 16, 2018
Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.
Spearline
OCTOBER 12, 2021
2001, 2006, I was doing some self-work at home. In 2006, I went out to Afghanistan and found the SIM Box fraud, and I came back and developed a product to address SIM Box fraud. That’s what’s happening in 2006 and we predicted it be two or three years before that disappeared, but it’s still ongoing.
Hero Digital
APRIL 8, 2020
By 2006, Taobao had a larger share of China’s online auction market than eBay, and the American company decided to pull out of the country completely. Serving new habits with a sharper focus on customer experience. And Alibaba was ready. Sources: CNBC , TheStreet. So, how can we respond to the new habits that will soon emerge?
CSM Magazine
NOVEMBER 27, 2020
The webinar participants were asked whether insurers were using technology such as chatbots and conversational AI to triage customer enquiries coming into the contact centre, so that routine enquiries could be answered via a digital assistant, allowing contact centre colleagues to focus on the most critical calls.
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