Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

Contact Center 58

Contact Center Surveys Best practices Metrics 58

Infinity

JANUARY 2, 2019

The best way to gauge the mood of marketing in 2019 is to cast the net wide amongst marketers for a mixture of opinions. We’ve been gifted the inside scoop on what they think is to come in 2019, and how they’re preparing for it. Without further ado, here are Infinity’s marketing predictions for 2019. AI and beyond.

Marketing 49

Marketing Consulting Consulting Sales 49

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Are You Ready for Facial Recognition Technology in Your CX?

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. 19 September 2019. 25 September 2019. < Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Wed, 08/07/2019 - 15:13. In most organizations, including insurance, it is difficult to get agreement on which metrics should be used to proactively monitor, measure and improve CX. When your audit is complete you will have gathered a large number of metrics.

Metrics 52

Metrics Journey mapping Healthcare Marketing 52

ClientSuccess

AUGUST 7, 2019

Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. With input and advice from former colleagues and connections from her years in the field, Kristen started The Success League as a consulting firm for leaders, run by leaders.

Consulting 41

Consulting Consulting Sales Coaching 41

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH by Sara Staffaroni.

Customer Service 45

Customer Service Customer retention Metrics Consulting 45

ShepHyken

APRIL 29, 2019

Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Everyone agrees metrics are vitally important.

Customer Service 47

Customer Service Abandon rate Consulting Consulting 47

Fonolo

JANUARY 11, 2022

Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup.

Call Center 81

Call Center Marketing Management First call resolution 81

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Previously to Roostify, Jesse delivered advisory services to clients in sectors including financial services and Telcom fields for consulting firms such as Booz Allen Hamilton.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback.

Metrics 48

Metrics Feedback Surveys Consulting 48

Beyond Philosophy

NOVEMBER 10, 2022

As you know, on another podcast, we hosted the president of the American Customer Satisfaction Index (ACSI) , where he shared that between 2010 and 2019, only one-third of organizations improved their Customer Experience. Chance says research shows that making things easy for customers is an essential and underused marketing metric.

Telemarketing 195

Telemarketing Healthcare Customer effort Personalization 195

Chip Bell

NOVEMBER 17, 2020

As you likely know, the Net Promoter Score® or NPS® is a metric that predicts customer loyalty, repurchase intent, and future customer spend. . Suffice it to say that Qualtrics’ XM Institute found a precipitous decline in customer engagement and loyalty (as reflected in the NPS®) when comparing results from 2019 to 2020.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Just CLICK HERE to schedule a free consultation. What else can you do?

Consulting 173

Consulting Consulting Contact Center Surveys 173

TechSee

JUNE 11, 2019

Focusing on one metric would often harm others. All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. Remote consultation: technicians requiring further support in the field can consult with a remotely located expert.

Technology 117

Technology Customer Service Self service Contact Center 117

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

B2B 52

B2B Surveys B2C Metrics 52

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. More importantly, you need to pick the right metrics to reward success in order to encourage the right behaviors. telephone) over another.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

AWS Machine Learning

MARCH 13, 2023

In 2019, we released an ML-powered interactive labeling tool called Auto-segment for Ground Truth that allows you to quickly and easily create high-quality segmentation masks. In the following figure, we show the ModelLatency metric natively emitted by SageMaker real-time inference endpoints. This labeling process is complex.

Metrics 67

Metrics APIs Feedback Engineering 67

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. 1] Goodman, Demirasi, Hollmann, “Factors Leading to an Impactful Voice of the Customer Process”, Call Center Pipeline, October 2019.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Contact Center Trends 2019. FCR is the Most Important Metric.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Call Design

DECEMBER 1, 2019

We have a consultative approach combined with market-leading technologies to ensure the right people are in the right place with the right skills at the right time to provide your customers with optimal service and performance.”. Datagamz Partnership Increases Agent Engagement via Interactive Games. About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

We have a consultative approach combined with market-leading technologies to ensure the right people are in the right place with the right skills at the right time to provide your customers with optimal service and performance.”. Datagamz Partnership Increases Agent Engagement via Interactive Games. About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. 05%, they may not really understand why that happened.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

AWS Machine Learning

DECEMBER 16, 2022

Then you can use Fortuna to: fit a posterior distribution; calibrate the model outputs; make calibrated predictions; estimate uncertainty estimates; compute evaluation metrics. 2019] as a posterior inference method, temperature scaling [Guo C. To get started with Fortuna, you can consult the following resources: GitHub repository.

Calibration 86

Calibration Benchmark Metrics Consulting 86

Connecting the Dots

DECEMBER 1, 2021

To help, they introduce the “earned growth (EG) metric.” As such, the EG metric does not really address some of the most severe barriers to practical application of NPS scores. 2] See model details in Goodman, Strategic Customer Service, Harper Collins, 2019 as well as Customer Experience 3.0, Harper Collins, 2015. [3]

B2C 62

B2C Advertising B2B Metrics 62

AWS Machine Learning

AUGUST 7, 2023

The RoBERTa pre-training procedure is an outcome of a replication study of BERT pre-training that evaluated the effects of hyperparameter tuning and training set size to improve the recipe for training BERT models 6 (Liu 2019). The following table summarizes the observed metric scores. Model Precision Recall F1 AUC Binary.92.90.91.92

Engineering 74

Engineering APIs Consulting Consulting 74

Fonolo

APRIL 11, 2019

Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

SharpenCX

FEBRUARY 10, 2021

Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. It helps you identify trends and patterns beyond your traditional call center metrics.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Mr. McDonald passed away in January of 2019.

Education 52

Education Finance Accountability Coaching 52

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. The Tools of the Trade: Technology and Metrics. When we talk metrics, there arises a strong opinion about one in particular.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. Today, we are going to be showcasing – Jason Conrad.

SaaS 73

SaaS B2B Consulting Consulting 73

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. Jade Turley is Senior Business Intelligence Consultant at Calabrio. About the Author.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Transparent BPO

AUGUST 5, 2019

With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index 2019 , the need to improve CX is more critical now than ever. “I’m sure all of us as consumers have called and gotten a robotic response from an agent who was going through the steps.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

Pointillist

MAY 19, 2020

Only 21% of respondents are very or extremely satisfied with their ability to quantify the impact of CX on business metrics. 49% of enterprise CX leaders are not satisfied with their organization’s ability to quantify the impact of CX on hard business metrics. Over one-in-five saw their budget actually decrease year over year.

Management 94

Management Analytics Journey mapping Customer centricity 94