CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! We are trying to be more consultative about new software releases."this

Contact Center 206

Contact Center B2C B2B Metrics 206

RichCall

SEPTEMBER 13, 2017

Blair Pleasant , analyst and consultant about Unified Communications. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. In 2011 Gartner predicted that. Teresa Cottam. Self-service. Darren Prine.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations. 15% targeted solely B2C clients.

B2B 52

B2B Surveys B2C Metrics 52