ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

COPC

SEPTEMBER 9, 2019

In the past, the organization of a typical contact centre was like a tall chimney – agents, products and operations were all lined up vertically, and each function did its own thing in its own silo, but no person or department was able to clearly see the whole picture. By the middle of 2018, the average daily volume of self-service was 4.84

industry standards 40

industry standards Self service Strategic Value Finance 40

COPC

SEPTEMBER 3, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. In 2018, our forecasting accuracy had reached 96%. By the middle of 2018, the average daily volume of self-service was 4.84

industry standards 40

industry standards Enterprise Technology Self service 40