COPC
JANUARY 9, 2024
Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. COPC: In what ways does COPC certification benefit Mastercard customers directly?
Russel Lolacher
MARCH 2, 2021
In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. As a director in your government agency, what are the most important KPIs you use to measure customer experience benchmarks? Thanks, Dad.
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Tethr
JANUARY 24, 2022
Get unique insights into customer experience, customer care, and sales, with entirely different metrics and reports for each department. And of course, don’t forget to check the benchmarking sections to see how your company measures up to the competition. Deliver more efficient Customer Care solutions.
CSM Magazine
AUGUST 19, 2021
Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard.
NobelBiz
APRIL 18, 2023
It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.
Netomi
DECEMBER 7, 2022
“Our Customer Care function recently transitioned to fully digital communications, which enables us to ensure our customers get the information they need as expeditiously and efficiently as possible,” the airline said in a statement. . . In theory, it sounds like a smart strategy. Here’s why.
ClearAction
FEBRUARY 7, 2016
Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.
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