Netomi

OCTOBER 31, 2022

Here, we present our insights and top takeaways from The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report. With this, coupled with rising consumer expectations for immediate support, the need for excellent customer experiences is even more urgent. The Gig Economy + CX.

Benchmark 59

Benchmark Customer Service Customer Support Accountability 59

NICE inContact

AUGUST 19, 2019

Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. Re-think “ customer experience ” (CX) as brand integrity : delivering what you promised.

Customer Experience 62

Customer Experience B2B Benchmark Education 62

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

AskNicely

NOVEMBER 28, 2018

NPS Benchmarks are increasingly of interest. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Get insights, reactions, and predictions that are sure to help you create a competitive, customer-experience advantage. Presenters. Register Now! Erik Linask.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. What makes ASOS digital experience so great? Register for your exclusive report.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. What makes ASOS digital experience so great? retail-digital-experience-benchmark-2019.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. Strategy 1: Customer Benchmarking using Industry Surveys.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Netomi

FEBRUARY 24, 2022

Yet how are the world’s leading cryptocurrency wallets, exchanges and platforms faring from a customer experience perspective? We also looked at one, three and five-star mobile app reviews for both praise and complaints regarding customer support. hours, which is 2.6X References.

Customer Support 52

Customer Support Benchmark Customer Experience Banking 52

Customer Guru

MARCH 27, 2018

What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. These are all great tips to improving customer experience.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Net Promoter scale. The answers are scored on a 0-10 scale.

Benchmark 142

Benchmark Contact Center Metrics Airlines 142

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

MARCH 7, 2019

To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. Let’s take a look at a few different ways you can get feedback on customer emotions.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Since its 1995 launch in Singapore, TDCX has grown rapidly and is present in 16 countries across the globe.

Customer Experience 52

Customer Experience Benchmark Advertising Technology 52

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Banking 383

Banking Telecommunications Consulting Consulting 383

CX Accelerator

APRIL 1, 2020

Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Make sure you cover both relational and experience driven metrics to allow you to capture your performance against utilitarian and hedonistic factors (the head and the heart).

Metrics 228

Metrics Morale Benchmark Government 228

aircall

JULY 6, 2022

Experts agree: It pays to prioritize the customer experience. To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics , what this means for your contact center , and how you can upgrade it to deliver delightful experiences from every interaction.

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

aircall

SEPTEMBER 28, 2018

Wherever the map leads, though, the brand will always depend on its customer experience to drive success. When Michael Vroom first joined UNTUCKit as Customer Service Director, the team was making do with a hodgepodge of different support tools. Know Thy Kustomer.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). Then, it can become experience-specific.

Construction 389

Construction Customer emotions Consulting Consulting 389

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Beyond Philosophy

DECEMBER 20, 2018

These ways of thinking have significant implications regarding how customers behave in your Customer Experience. In many ways, this training by the Rational System to the Intuitive System is what we want people to do with our Customer Experiences. Are you customers calling you at the end of a long day?

Journey mapping 268

Journey mapping Benchmark Customer Experience Consulting 268

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. So, we didn’t. So, What Do You Do?

B2B 332

B2B CRM B2C Education 332

CX Accelerator

APRIL 1, 2020

Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Make sure you cover both relational and experience driven metrics to allow you to capture your performance against utilitarian and hedonistic factors (the head and the heart).

Metrics 182

Metrics Morale Benchmark Government 182

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Get Dave’s rapid-fire takes on whether startups should track customer lifetime value, if time to value is actually worth monitoring, how to comp both sales and CS on expansion, and much more.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. If you’ve been to the Customer Success Summit in the past five years, you’ve likely seen our founder and president standing on the stage. Adobe Experience Summit. Dates: TBD.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Customer Experience is not about where, it’s about how. There was a significant amount of dialog with regard to which area of an organization should the Customer Experience function reside. This is not necessarily the case.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Noble Systems

NOVEMBER 17, 2020

In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become the differentiator between market winners and losers. These advanced calling capabilities make an agents’ jobs easier while providing better customer experiences.

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Well, we assumed we knew what our customers wanted, rather than just asking what would bring them the most value. Based on recent customer service research data, this scenario seems to be common.

Customer Experience 55

Customer Experience Benchmark Contact Center Personalization 55

Eptica

MARCH 1, 2017

Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands. Published on: March 01, 2017. Share this page on: Tweet.

Customer Experience 48

Customer Experience Benchmark Best practices Technology 48