CSM Magazine

MARCH 12, 2018

Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. Show, don’t tell.

Customer Experience 40

Customer Experience Wireless Telecommunications Finance 40

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. And these unstructured comments are not just for solicited, transactional surveys. Enter text analytics.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

Analytics 79

Analytics Banking Metrics Accountability 79

C Space

NOVEMBER 28, 2018

Everything is going to be wireless. In a digital and wireless world, with one device for everything, who needs coins and cash? More than half (56%) of millennials visited a doctor’s office in the past year, compared to three-quarters (73%) of non-millennials, according to a survey from C Space Health. In a way it has.

Wireless 45

Wireless Construction Healthcare Technology 45

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. In return, the customer experience will improve and the agent frustration will be reduced. At the age of 25, Jack Barmby is the innovative founder and CEO of Gnatta , a market leading customer technology platform.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. Two years ago, EY did a survey where they said that some 41% of respondents were investing in accelerating automation as businesses prepare for the post-pandemic reality. For sure, yeah.

Technology 52

Technology Self service Contact Center Analytics 52