DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CX Journey

NOVEMBER 6, 2014

Summary Deciding whether to build your own CX program, fully outsource the project, or find a hybrid middle ground isn’t an easy decision. Specialties include VoC architecture, journey mapping, developing linkages to business performance, reduction of customer defection, results analysis and communication, with expert survey design skills.

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Practice customer journey mapping to see where in their journey your customers are coming across friction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40