CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

CSM Magazine

OCTOBER 24, 2019

Nearly 3,000 shops shut on UK high streets in the first half of this year and in July the proportion of all shops that are empty reached 10.3%, its highest level since January 2015. In an environment where every penny counts, losing this much custom is seriously haemorrhaging potential revenue.

Big data 45

Big data Technology Analytics Personalization 45

Natalie Petouhof

JULY 14, 2015

Nominate yourself or someone you know by August 7, 2015. Complimentary admission to the SuperNova Award Gala Dinner and Constellation’s Connected Enterprise for all finalists (November 4-6, 2015) lodging and travel not included. • Case study highlighting the achievements of the winners written by Constellation analysts.

Enterprise 65

Enterprise Marketing Technology Customer Experience 65

Natalie Petouhof

AUGUST 9, 2015

This evolution requires a different mindset and approach to customer lifetime value. Four Areas Needed to Master Customer Success Management. [1] 1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014. Not all CSM organizations are created equally.

Sales 61

Sales Management Analytics Marketing 61

Natalie Petouhof

FEBRUARY 24, 2016

In early 2015, as part of Infosys Renew-New strategy they established a $500million Infosys Innovation fund. Big Data & Analytics. The Benefits to Start-ups: Financial Scale, Technical Scale, Market Scale, Social Impact, Incubation and Customer Validation. Their areas of focus are: . Machine Intelligence.

Government 40

Government Consulting Consulting Analytics 40

Natalie Petouhof

FEBRUARY 28, 2016

Why Is It Important to Balance Cost, Quality and Customer Service? The latest version of Verint Performance Management became generally available in November 2015. Covering Customer-facing Applications In the Cloud That Drive Better Business Results and Awesome Customer Experiences.

Gamification 45

Gamification Management Analytics Metrics 45

COPC

SEPTEMBER 3, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g., re-establishment of industry standards.”.

industry standards 40

industry standards Enterprise Technology Self service 40

C3Centricity

SEPTEMBER 24, 2017

Amazon did not kill other retailers, bad customer service did. For example: Telecoms now make as much money from selling (geo-localisation) data than they ever did from selling phones and lines. Already in 2015 data accounted for 44% of Verizon’s profits, as shown in this Adage article. They were: 1.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Natalie Petouhof

JULY 14, 2015

Constellation Research, Covering Marketing, Sales and Customer Service to Provide Great Customer Experiences. Others that think that consumers will want to revolt, but it’s really too late. What do you think? Is it too late? VP and Principal Analyst.

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

Natalie Petouhof

FEBRUARY 24, 2016

Modern POS devices are allowing retailers to better understand their customers, provide more customized service, and help them achieve compliance with new security measures being implemented in 2015. As the shopping experience becomes more modern, so does the POS.

Personalization 40

Personalization Entertainment Marketing Sales 40

ChurnZero

JUNE 22, 2021

This course is for: If you work with customers and are interested in the topics of marketing, market research, sales, customer service and strategy this course is for you. It will help you have a deeper understanding of today’s changing and more demanding customer. What customer insight really is and isn’t.

SaaS 92

SaaS Consulting Consulting Sales 92

Natalie Petouhof

JUNE 15, 2015

Active Audiences orchestrates digital advertising based on the customer’s entire experience with a brand – the emails and mobile messages they open, their purchase history, their engagement with the customer service team and where they are in a sales cycle. Active Audiences is generally available today for customers.

Marketing 86

Marketing Advertising CRM Sales 86

Natalie Petouhof

DECEMBER 1, 2015

Intelligent customer service with knowledge articles recommendations to empower service agents with answers to questions so they can more effectively resolve customer cases and solve problems on the spot.

CRM 56

CRM Analytics Sales Self service 56

Natalie Petouhof

MAY 9, 2016

The best way to grow revenue is to increase customer satisfaction. It’s interesting that this focus on customer experience seems to be the topic of the day. Customer Service and satisfaction perhaps has come into it’s own, finally. And smart data is a huge opportunity for companies.

Banking 40

Banking Sales Marketing B2B 40

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116