CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C. The Self-Service Paradox.

Enterprise 52

Enterprise B2C B2B SaaS 52

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Self-service. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.

Customer Service 208

Customer Service Upselling Customer retention B2C 208