Remove Benchmark Remove Customer effort Remove Journey mapping Remove Knowledge Base
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Top CX Takeaways from the Frost and Sullivan CCW Conference

CX Accelerator

How can we bypass the milestones of Omnichannel and a useful knowledge base, while expecting to virtualizesupport? Great knowledge and harmonized service across all channels are the foundation on which AI will rest. Sadly, most of us are years away from being able to implement AI in a meaningful way.

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How to Retain More Clients: Benefits and Strategies

Totango

Map Your Customer Journey. The foundation of an effective retention strategy is a customer journey map. This is a visual aid outlining the steps your customer takes as they progress toward renewal and what needs to happen at each stage for optimal results. Customer Satisfaction Score (CSAT) tracking.

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Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy. Customer Journey Mapping Is Gaining Importance. One third of companies, or 33%, have prioritized improving customer journey mapping in 2018. Reducing cost per interaction (3.77/5).

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How to kickstart a customer experience program

delighted

From your internal interviewing, you likely have identified at least some high level areas that need to be improved about your customer experience. For a more detailed view, you can go a step further by creating a customer journey map. Context you can act on to improve experiences and drive real improvement.

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Why Customer Delight Is the Wrong Strategy

Comm100

But to build a truly effective multichannel strategy, efforts should be spent on evaluating customer journeys and determining what steps can be taken to create a better experience across all of these channels. For example, a common trend is the creation of Knowledge Bases (KBs) and self-service portals.

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2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

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. This union between agents and bots in 2018 is good news for customer service.