Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Understanding Industry Benchmarks. Who wrote it: Call Center Week.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Customer Interactions

JULY 7, 2015

Marketing tools and platforms will play a greater role than ever in 2015. Some of these tools are abstract benchmarks, like Customer Lifetime Value, which more than 75 percent of North American senior executives say is a highly or extremely valuable indicator. Others are techniques like customer journey maps and SEO.

Journey mapping 28

Journey mapping Benchmark Big data Marketing 28

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience. From Theory to Reality.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This one-day session showcases a team of industry experts examining the findings of the Customer Experience Management Benchmark (CXMB) report.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bassam Salem, chief operating officer, MaritzCX. “As

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

ChurnZero

NOVEMBER 22, 2021

In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? Calculating Regular Journey Touchpoints. Budgeting Benchmarks: Do They Cause More Harm than Good? Benchmarks are helpful in that they show you what other people are doing. How to Perform a Top-Down Analysis for Customer-to-CSM Ratio.

Finance 98

Finance Benchmark Best practices Sales 98

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98