Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

ClearAction

MAY 28, 2015

Too much company-centered thinking and not enough customer-centric business management. Q: So are customer surveys just a waste of time then? An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. See the math problem here? A: Yes and no.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ClearAction

AUGUST 21, 2016

Too much brand-centered thinking and not enough customer-centric business management. Q: So are customer surveys just a waste of time then? An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. See the math problem here? A: Yes and no.

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. Thus tracing the journey map helps your agents to improve and provide a better experience.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. Thus tracing the journey map helps your agents to improve and provide a better experience.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98