Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. Customers don’t share scores, they share their experience. It has everything to do with how they conduct their business. I am not alone. That’s your business.

Benchmark 49

Benchmark Government Big data Analytics 49

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. Customers don’t share scores, they share their experience. It has everything to do with how they conduct their business. I am not alone. That’s your business.

Benchmark 45

Benchmark Government Big data Analytics 45

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40