2020 Customer Care Customer centricity Surveys 
Skybridge
OCTOBER 10, 2022
This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do. That certainly sounds customer-centric. But… did those plans and decisions originate from – and validate against – input from your customers?
Skybridge
OCTOBER 10, 2022
This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do. That certainly sounds customer-centric. . But… did those plans and decisions originate from – and validate against – input from your customers?
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Russel Lolacher
MARCH 2, 2021
In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. How much has the consumer sentiments changed in your space during 2020 and how is 2021 going to look like? What was the biggest lesson you learned in 2020?
Creative Virtual
JULY 22, 2020
The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.
Skybridge
NOVEMBER 12, 2020
As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. By Liliana Petrova.
Pointillist
MAY 19, 2020
By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.
CCNG
OCTOBER 19, 2022
of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5% PwC, 2017).
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