Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. What will customer-centric organizations do?

Customer centricity 64

Customer centricity Benchmark Education Analytics 64

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. They face greater competition than ever before and need to innovate to successfully embrace digital technologies. So how can CEOs create a customer-centric business?

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

Aria Solutions

MARCH 22, 2017

Contact Centers, as an industry, have been around since the advent of telephony technology. That technological era has also enabled us to measure and track contact center activity quite accurately. It is a fair question to now ask if these traditional metrics still make sense as the benchmark?

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

COPC

JANUARY 9, 2024

A few years ago, we recognized the importance of enhancing our Global Customer Care team. So, we embarked on the path towards achieving COPC CX Standard certification to gain insights into industry benchmarks. COPC: In what ways does COPC certification benefit Mastercard customers directly?

Customer Experience 74

Customer Experience Customer centricity Customer Care Best practices 74

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Recommendation #5: Help people understand what Customer Experience is.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Vistio

MARCH 20, 2024

This evolution is pivotal as businesses strive to meet the increasingly bespoke expectations of their customers while managing the pressure on operational performance. Vistio’s innovative use of proprietary technology and artificial intelligence sets the stage for this transformation, empowering agents and refining processes.

Contact Center 52

Contact Center Personalization Analytics Technology 52

ConvergeOne

MARCH 10, 2022

ConvergeOne Achieves an NPS That’s Nearly Double the Industry Benchmark. The score is nearly double the IT services industry benchmark of 42, as reported by ClearlyRated. Notably, this marks ConvergeOne’s fourth consecutive year in NPS’s "World Class" category, which is reserved for only the most customer-centric companies.

industry standards 98

industry standards Real estate Benchmark Customer centricity 98

Hodusoft

JUNE 5, 2023

HoduSoft’s HoduCC call/contact center software winning the Globee® Awards for Information Technology serves as a moment of celebration for its team that has worked tirelessly and relentlessly to develop and deliver innovative and high-quality unified communication solutions. What Is Globee® Awards for Information Technology?

Contact center software 40

Contact center software Benchmark Contact Center Customer centricity 40

CSM Magazine

MAY 9, 2023

To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency. By focusing on clear communication and the efficient handling of complaints and inquiries, these businesses can foster trust and loyalty, encouraging customers to spread the word about their positive experiences.

Customer Service 52

Customer Service Customer centricity Feedback Analytics 52

Noble Systems

JUNE 23, 2020

Context: Is there a benchmark that can give the data context? Having a truly customer-centric organization, top to bottom, helps to drive the necessary change. If everyone in the company understands that the customer comes first and acts accordingly, there shouldn’t be any issues.

Customer centricity 98

Customer centricity Analytics Benchmark Contact Center 98

ProProfs Blog

MARCH 27, 2019

There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer. In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity.

Banking 383

Banking Telecommunications Consulting Consulting 383

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In this write-up, we are sharing a few valuable insights as to how a Customer Success leader should enable and empower their team.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

CSM Magazine

MARCH 2, 2022

Unearth critical customer service knowledge from leaders at Lenovo, AT&T, Walmart, CVS Health, Nissan, Cigna & more! With an influx of new technologies, evolving employee & consumer behaviours, and a renewed focus on CX, the customer service landscape is evolving rapidly.

Customer Experience 52

Customer Experience Benchmark Customer centricity Customer Service 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. Technology enablement. Connected CX journeys. Digitalisation. Robotics and AI.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Beyond Philosophy

JUNE 13, 2019

Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business. After all, it is employees who engage with those customers to make those experiences happen. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX. It all boils down to your company culture.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

The Petrova Experience

DECEMBER 8, 2022

When we look closely at the impact of customer experience across an organization, we see that it improves operational efficiencies, enhances employee experiences, generates loyalty, accelerates intelligent technology adoption, and enables price premiums. Why does customer experience have this level of impact?

Customer Experience 105

Customer Experience Self service Airlines Technology 105

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Customer analytics. Technology enablement. Connected CX journeys. Digitalisation. Robotics and AI. Employee experience and workforce optimisation.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

CSM Magazine

FEBRUARY 8, 2022

Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve. A customer-centric approach to collaboration.

Customer Experience 52

Customer Experience Customer centricity Journey mapping Consulting 52

LiveVox

OCTOBER 24, 2018

The demand for customer-centric digital engagement continues to be top of mind across contact center industry leaders. The acceleration of new technologies and their use has evolved what it means to connect with your customer.

Contact Center 45

Contact Center Benchmark Customer centricity Technology 45

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Check our guide on what KPIs to follow if you want to have excellent customer service. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. Aim to create personalised agent dashboards that benchmark performance against specific KPIs in a highly visual way to encourage self-improvement and build confidence.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JANUARY 10, 2020

Based on what you know about your company, your capabilities, and your customers – is there something that could be done differently to improve this interaction or touch-point? Has technology or some physical component improved to the point you can reduce time, expense or customer hassle? This is not a best-practice comparison.

Customer Experience 64

Customer Experience Journey mapping Benchmark Customer centricity 64

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. It is critically centred on 4 core themes: Strengthening Service & Experience with Technology.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

USAN

MARCH 1, 2022

For companies that rely on customer-centric operations, delivering a good customer experience is paramount. However, what customers want from a particular organization’s CX can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.

Management 52

Management Benchmark Customer centricity Contact Center 52

JivoChat

JULY 19, 2023

It helps create relevant, engaging, personalized content that drives customer advocacy. Ideally, customer advocacy requires putting the needs and interests of customers at the forefront of every decision-making process. Spotting growth opportunities through competitive benchmarking Let’s get the basics in context here!

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Spearline

JANUARY 20, 2023

Measure up Our Voice Assure platform will help you to benchmark your audio against your own historical test scores and internal standards, along with objective PESQ audio quality scores. Performance and infrastructure QA Call center testing reveals areas where better systems and processes, and better and newer technologies are needed.

Call Center 52

Call Center Telecommunications Metrics Benchmark 52

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

JustCall

AUGUST 8, 2023

Using Artificial Intelligence (AI) to improve your customer experience is a benchmark most businesses want to achieve, and probably even surpass today. The North Star for customer-first organizations is building a symbiotic relationship between AI and CX balancing human capabilities and technical skills. billion by 2030.

Customer Experience 52

Customer Experience Chatbots Customer emotions Benchmark 52

CSM Practice

NOVEMBER 4, 2019

Defining the role of partners in the customer success organization. Scaling sales capability with customer success. Choosing the right technology for the customer success team. Crafting a low touch/digital customer success strategy. However, a growing customer base results in limited CSM resources.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

TMP Direct

APRIL 22, 2021

Call centers have leveraged advanced technology for decades. As nascent applications in artificial intelligence gained traction in the 2000s, call centers were more focused on using tech to reduce costs than they were on improving customer experience. Lower churn rates and higher customer satisfaction scores. billion by 2024.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 more revenue from their installed customer base than companies with less than optimal renewal processes. In dollar value, this can result in significant potential revenue loss, especially for large technology companies. Customer-centric journey mapping.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

CSM Magazine

MAY 6, 2024

Customer service in the auto transport industry can be improved by implementing a customer-centric approach, offering clear communication, providing regular updates, and promptly addressing any concerns. By incorporating GPS technology, customers can track the exact location and movement of their vehicles in real time.

Transportation 52

Transportation Customer Service Automotive Personalization 52

ClearAction

NOVEMBER 26, 2017

Customer-centricity. Mobilizing behind the customer requires cross-functional alignment & collaboration. The right data + process + technology = maximum learning IQ = breakthrough results. Superior customer experience. Better benchmarking. Marketing is the least benchmarked of all corporate functions.

Marketing 70

Marketing Enterprise Benchmark Accountability 70