NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. The results are interesting and thought provoking.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

TMP Direct

APRIL 22, 2021

As nascent applications in artificial intelligence gained traction in the 2000s, call centers were more focused on using tech to reduce costs than they were on improving customer experience. It’s no surprise that the market for call-center AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024.

Call Center 52

Call Center Benchmark Interactive Voice Response Contact Center 52

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Congratulations to our Customer Success Visionary Award winners: Best Customer Focus – SAP.

Customer centricity 54

Customer centricity Entertainment Enterprise Best practices 54

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. 66% expect a response on social media within 24 hours (Microsoft).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Comm100

MAY 13, 2019

Offering these functionalities is also a great way to boost your organization’s customer satisfaction scores. Your agents get a 360-degree view of the customer with information from your CRM, web analytics platform, previous interaction history and more at their fingertips thanks to chat.

CRM 53

CRM Finance APIs Benchmark 53

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. More than 87% of respondents say providing exceptional customer experience is very or extremely important to their business.

Management 89

Management Analytics Metrics Chief Customer Officer 89

SmartKarrot

DECEMBER 14, 2021

In 2020, start-ups in India raised a total of $10 billion in VC funding, a historic high barring 2019 when this number reached $11.1 They must keep the top KPIs and benchmarks against which start-ups assess to maintain their growth plans on track. What makes a start-up attractive to venture capitalists?

Benchmark 10

Benchmark B2B Customer centricity Marketing 10

Comm100

FEBRUARY 16, 2018

So, what’s a customer-centric company to do? Some companies will see this as a great burden, while others see it as an opportunity to meet and exceed customer expectations, thereby winning over new customers and creating loyalty with existing customers,” writes Hyken. Check out our annual benchmark report.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41