Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Tenfold - Contact Center Blog

JUNE 22, 2018

As customers demand to become more independent of their providers, financial services companies also become more compelled to provide better self-service options via native web apps and automated CS technologies. Chatbots and virtual assistants. Detractors of chatbot technology say that these tools lack the empathy of human CS reps.

Finance 64

Finance Banking Technology Chatbots 64

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5% PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

FEBRUARY 7, 2013

More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Non-customer-centric contact center software will impact your agents’ efficacy. Really smart.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Netomi

JANUARY 5, 2022

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. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Toister Performance Solutions

OCTOBER 23, 2018

Customer service employees may be more important than ever. A 2018 report from the consulting firm PwC surveyed 15,000 customers from 12 countries, including 4,000 from the U.S, to identify the qualities that customers value most in their experience. 59 percent feel companies have lost touch with the human element.

Advertising 61

Advertising Airlines Self service Surveys 61

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40