The Petrova Experience

APRIL 3, 2024

And when they are confused about what customer experience is. We are breaking down inaccurate assumptions about customer experience and diving into how customer experience adds value. Customer Experience is Not Customer Service – or Customer Care Customer service is only one piece of the overall customer experience.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

The Petrova Experience

APRIL 4, 2023

Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives. Fold tools like OpenAI into your customer experience strategy in a way that reaffirms your commitment to customer centricity.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

Help Scout

OCTOBER 23, 2018

Last month, Mo wrote a wonderful post introducing Support-Driven Growth , which included this helpful definition: Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. These folks (Shout-out to Kristi on our team for pioneering this track!)

Transportation 40

Transportation Accountability Customer centricity Sales 40

JustCall

AUGUST 21, 2020

Right from the first inquiry to post-recovery consultation, medical call centers focus on delivering seamless patient experiences. Some patients are not sure if they’re experiencing a true emergency, some may have issues with transportation or other reasons. Pharmaceutical companies are becoming more customer-centric.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

NobelBiz

JUNE 26, 2023

Telecom Services Telecommunication services are the veins of a call center, transporting voice data from one point to another. They encompass telephones, VoIP systems, and the internet connection, which allows communication between customers and call center agents. Learn more about how to optimize your dialing operations.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Source: Statista. Source: Alaska Air. Source: Fast Company.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40