Natalie Petouhof

JULY 14, 2015

percent of retail bank customers currently use their mobile devices for video chat sales or service support, nearly one quarter of all respondents (24.4 percent) would use these capabilities if their primary bank offered it. The study found that while just 1.4 And are you ready to implement it? Why or why not? What’s missing?

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 63

Genroe

JANUARY 21, 2015

Using NPS for performance measurement will ensure that those being measured will manipulate the survey processes. You must have engaged employees to make the process work. Build in “surprise and delight” opportunities within the experience that employees can offer the customer. Survey Consistency is Vital.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Branch Mesenger

JANUARY 31, 2019

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. in her bank account. "It's The Government shutdown has brought the story of America’s paycheck-to-paycheck economy into a much wider light. She had $1.06

Banking 74

Banking Government Transportation Healthcare 74

Branch Mesenger

JANUARY 31, 2019

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. in her bank account. "It's The Government shutdown has brought the story of America’s paycheck-to-paycheck economy into a much wider light. She had $1.06

Banking 48

Banking Government Transportation Healthcare 48

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I think it might be interesting to me, talking about employee engagement a little bit. Are they out on the road? Are they like me?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98