ClearAction

APRIL 18, 2015

An enterprise social platform can integrate collaborative networking & knowledge management. Employee engagement is improved when they get regular personalized customer feedback on their ability to satisfy (or otherwise). Data can be insightful to all of the roles HR takes on in facilitating the company’s CX goals.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

CSM Magazine

JULY 3, 2017

Customer-Centric Culture. There is a recurring feedback loop between clients’ expectations from a provider and the level of service. Due to customer-centric companies like Amazon and an increased personalization of offers, now people accept nothing less than playing the role of captain in the retail journey.

Brand ambassadors 56

Brand ambassadors Customer centricity Healthcare Advertising 56

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Only they could afford the collection services and analysts necessary to transform the data into a story and an agenda. Are the metrics helpful?

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

SmartKarrot

OCTOBER 13, 2020

In this age of increasing competition with other businesses, customer intelligence (CI) is becoming a prominent competitive advantage. We have already known that being customer-centric is paramount for the growth of any SaaS company. But there are various facets of becoming a customer-centric organization.

Customer centricity 10

Customer centricity SaaS Analytics Customer retention 10

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Comm100

FEBRUARY 16, 2018

By finding and examining customer pain points, you can begin to remedy them and remove snags from the buying process, establishing more efficient systems and increasing customer satisfaction. Customers aren’t the only ones who experience pain points. There will be more big data security breaches,” she writes.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40