Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Beyond Philosophy

SEPTEMBER 7, 2015

You will become a valuable resource to your customers when you post information about your products and your industry. Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. The key is to not be self-promoting.

Advertising 416

Advertising Engineering Consulting Consulting 416

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Management 273

Management Customer Experience Customer Service Coaching 273

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. When it comes to customer experience , the first thing to agree upon is just who exactly is the customer? Related articles: Customer Experience Strategy: Do This, Not That.

Customer Experience 116

Customer Experience Consulting Consulting Management 116

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. IA solutions have come a long way in the past few years. Learn more at www.dmgconsult.com.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

JANUARY 31, 2018

Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM).

CRM 52

CRM Enterprise Consulting Consulting 52

Fonolo

AUGUST 29, 2018

Are you removing the roadblocks towards their empowerment to fix what your customers are saying is broken?”. Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. I like to think of customer experiences like rock songs.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Beyond Philosophy

SEPTEMBER 6, 2016

Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts. The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. It occurs in the personal emotional and subconscious distillation of that experience in creating memories forming the customer’s behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

DMG Consulting

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. When IA is applied consistently in contact centers, which are the primary buyers of these solutions, it improves the customer experience (CX) and agent engagement, and it reduces operating costs, which is the “trifecta” for these operating departments.

Enterprise 72

Enterprise Analytics Sales Marketing 72

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change?

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Enterprise Consulting Consulting 56

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. For example, are banking customers opening a certain type of account more often? The questions we’ll focus on today concern: Inactivity.

Banking 52

Banking Accountability CRM Consulting 52

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. They are affiliated with the Customer Success Association, a membership organization dedicated to providing information about the CS profession and helping CS professionals connect. CSM Practice. They host a CSM Practice community on Facebook.

Best practices 115

Best practices SaaS B2B Marketing 115

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper. Learn More!

outsourcing 51

outsourcing Consulting Consulting Management 51

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Connecting the Dots

MARCH 30, 2017

Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have shown that, while this is still true, businesses have not fully reaped the payoff possible from effective complaint handling, and they also now risk more than they may gain from failure to satisfy their customers.

Consulting 48

Consulting Consulting Customer Care Sales 48

Connecting the Dots

FEBRUARY 9, 2021

For more information on onboarding, read our Customer Onboarding White Paper. The post Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Self service Consulting Consulting 62

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

DMG Consulting

SEPTEMBER 29, 2017

This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers. It’s time for contact centers to take a fresh look at what is measured, and this white paper will help you with the process.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Education Services Group

FEBRUARY 1, 2023

And if you’re a good Customer Success leader there’s an even better chance that your workday yesterday, and the day before that, and the day before that, and the day before that… all started with this very important task of starting the day by reviewing how your CSMs have positively impacted your customers’ experience and their chance to renew.

Metrics 52

Metrics Construction Finance Upselling 52

Connecting the Dots

JUNE 16, 2021

For more information on customer onboarding, read our White Paper (PDF). The post Transparency & a Customer Onboarding Process Are Critical And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Self service Consulting Consulting 62

DMG Consulting

OCTOBER 25, 2017

Thank you for your interest in DMG Consulting’s publications. Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. Please complete the registration form below. First Name * Last Name Email Address *.

Contact Center 48

Contact Center Metrics Enterprise Sales 48

CSM Magazine

JUNE 4, 2020

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. Successful companies learn how to turn these challenges into powerful opportunities to boost agent performance and the customer experience.

outsourcing 52

outsourcing Business Process Outsourcing Consulting Consulting 52