CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times.

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

MAY 2, 2020

How will the future of Customer Service & Experience be forever changed by COVID-19? In the past 8 weeks the customer service landscape has undergone a huge operational shift. All of this whilst undergoing a complete revaluation of what our customers need from us. Is customer-centricity still the key?

Customer Service 52

Customer Service Customer centricity Management Best practices 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Deflection is not a customer-centric concept.

Customer centricity 334

Customer centricity Surveys Technology Feedback 334

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Serenova

JULY 5, 2019

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. So, this post is a primer on what I’m seeing here, and I’ll just touch on a few things during the webinar.

Big data 98

Big data Contact Center Analytics Metrics 98

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. Register for this free webinar and join us on 14th June at 3pm BST/4pm CEST. (7:00am Register for this free webinar – Click Here!

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. As identified throughout the webinar and this blog series, we’ve identified the areas where organizations achieving success are focusing their efforts. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 214

Customer Service Customer centricity Self service Metrics 214

CSM Magazine

AUGUST 29, 2019

The customer service department is amid a crucial transition from “just a cost-center” to customer-centric strategy driver. Join Incite’s must-attend webinar, “Barriers to Delivering the Ultimate Customer Experience” (Sept 4, 10AM EST) and make sure it’s the former. Don’t chance it!

Customer centricity 40

Customer centricity Feedback Customer Service Customer Experience 40

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. You can access all three webinars in the series here.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Beyond Philosophy

JANUARY 12, 2015

Philosophy #2: Your Customer Experience drives value for your organization. . When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Interactions

MARCH 28, 2024

It essentially means businesses must continually evolve processes, technologies, and strategies to meet changing customer expectations and market dynamics. 94% of consumers say they expect better customer service than they currently receive. Yet, many aren’t delivering. Interested in learning more?

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Beyond Philosophy

JUNE 12, 2015

To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month. Make Sure Your Customer Experience is “On Trend”. In my view most of the easy stuff has been done to improve Customer Experience and now the real work begins.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Netomi

APRIL 7, 2023

The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before. The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Beyond Philosophy

SEPTEMBER 15, 2015

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., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Please CLICK HERE to join us for the Webinar.

Banking 383

Banking Telecommunications Consulting Consulting 383

Uniphore

NOVEMBER 11, 2021

As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.

Customer centricity 52

Customer centricity Enterprise Marketing Technology 52

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. That said, customers should consent to be contacted in such cases.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

AUGUST 4, 2023

Personalize Your Content In today’s customer-centric landscape, personalizing content emerges as one of the most effective methods of engaging with customers. By gathering feedback directly from customers, businesses can make data-driven decisions to enhance their offerings and improve overall customer experience.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. Customer #CEX #CRM Click To Tweet.

Healthcare 81

Healthcare Customer Service Customer centricity CRM 81

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

Eptica

OCTOBER 29, 2020

Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. To learn more and register for our 5 November Teams webinar and read the full post over on the Enghouse Interactive website. Guest Post: Emotive CX for Customer Interaction.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

TechSee

MAY 26, 2020

However, the data also revealed that this mindset had already begun to shift, with field service organizations aligning with other enterprises that have transitioned to more customer-centric models. Data revealed in a recent webinar demonstrates that 30% of scheduled engineer visits can be canceled thanks to remote sessions.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

CSM Magazine

MAY 16, 2023

The eight-week programme ‘turns insights into action’ by analysing recent voice calls and metadata to unveil insights that are critical to improving both advisor and customer experiences. To support the launch, Sabio is hosting a webinar with financial services firm, NewDay, on Tuesday, June 13 th.

Analytics 52

Analytics Consulting Consulting Customer centricity 52

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. A House on Fire, a House Restored.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

TeamSupport

SEPTEMBER 8, 2022

There’s a reason why many people’s first instinct is to “Youtube or Google it” when something isn’t working, rather than calling a customer service hotline. 75% of customers believe it’s important for brands to offer a full self-service option. 60% of customers choose self-service as their first action in seeking help.

Self service 98

Self service B2B Customer centricity Customer Support 98

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 ROI on Customer Service–New Research from the Economist Intelligence Unit.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186