Nicereply

OCTOBER 24, 2023

Fast forward to the digital age, where technology and data analytics have rekindled the focus on individual customer experience. Instead, the entirety of a customer’s journey and interactions with a company began to take center stage. This can be through surveys, feedback forms, or direct interactions.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

HGS

OCTOBER 30, 2014

Think about the last time you booked an airline ticket or placed an order for a product. According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Don’t customers want to talk to “a real person”?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Infinity

MARCH 14, 2022

According to a recent survey, 75% of leaders agree that the global pandemic has compressed the digital adoption timeline and are actively seeking to invest in technologies that will improve the customer journey and help them make data-driven decisions. How Conversation Analytics can enhance your call monitoring.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. CEI Survey. What do you think?

Customer centricity 63

Customer centricity Big data Airlines Marketing 63