Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Clarabridge

JANUARY 17, 2017

Surveys asking for feedback are great – but sometimes the results only tell us a small part of the story. Nobody would ask questions leading to these answers on a survey! Don’t say “How’s it going with Fred as your account manager?” Survey results and generalized feedback have a way of wooing us into a false sense of security.

Analytics 45

Analytics Wireless Feedback Surveys 45

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. CTI can also automatically retrieve all the information about an account, providing customers with a seamless experience and increasing agent productivity.

Technology 113

Technology Customer Service Gamification Wireless 113

CSM Magazine

AUGUST 1, 2017

Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. In another survey recently reported by CSM , 65% of consumers “feel good” when they solve their issue without human contact. Analytics of customer data is getting more complex.

Wireless 58

Wireless Finance Government Customer centricity 58

Tethr

MAY 22, 2019

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Wireless 67

Wireless Coaching Banking Accountability 67

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Coaching 72

Coaching Banking Customer effort Wireless 72

Clarabridge

JANUARY 24, 2017

Maybe you’ve become a survey savant or customer experience evangelist. Surveys are the bread and butter of the customer journey. But as we look at reactions from those transactional one-question surveys, it’s import ant to remember the customer has had his own journey with your brand and organization.

Wireless 45

Wireless Metrics Feedback Advertising 45