Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling.

Case Study 52

Case Study Study Social Media Customer Success 52

inSided

APRIL 21, 2021

This is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience.

Case Study 52

Case Study Customer Engagement Study Engagement 52

Uplight

AUGUST 25, 2023

Engaging small and medium-sized businesses (SMBs) in the energy sector is challenging– Uplight research has found that many businesses and organizations don’t reach out to their utility for energy-related advice or information, and are often distrustful of utility communications overall.

Case Study 52

Case Study Study Communication Engagement 52

Kayako

AUGUST 12, 2022

As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience. We see the same dynamic when a customer calls a help desk line and has to give their information and explain their problem to different service reps on the same call.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Live chat is still the best customer engagement channel , but support agents can easily hit a limit during peak periods. Devote agent time to higher-value inquiries.

Chatbots 246

Chatbots Customer Service ROI Case Study 246

Comm100

NOVEMBER 2, 2020

If you’re here because you’re trying to figure out what a customer service chatbot is capable of and how it can help your customers and company grow, you’ve come to the right place. Case Study: Tangerine’s Chatbot Technology Resolves 91% of Live Chat Inquiries . Industry: Banking and finance.

Chatbots 211

Chatbots Examples Customer Service Banking 211

C3Centricity

OCTOBER 26, 2014

If you believe that your communications are not appropriately addressing your target customers’ needs AND desires, then please contact us. We have some great case studies from some well-known brands that we can share to inspire and support your own improvements.

Customer Satisfaction 223

Customer Satisfaction Marketing Advertising Video 223

Interactions

MARCH 28, 2019

Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience. In the sessions that I attended, these key themes stood out as defining trends in the customer engagement market. Embedding AI into customer service will reduce OPEX. EST on Tuesday April, 2nd.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

NobelBiz

OCTOBER 15, 2024

Approaching 2025, customer engagement is under rapid evolution – in fact, it’s changing more now than it ever has. With advancements in AI, data analytics, and omnichannel technologies, the way in which businesses engage with customers is exponentially changing. What Is a Customer Engagement Strategy?

Customer Engagement 52

Customer Engagement Engagement Strategy Self Service 52

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Joseph shares case studies and principles from top brands. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Calabrio

APRIL 13, 2017

Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics. Whitepaper: The Benefits & ROI of Speech Analytics.

Contact Center 113

Contact Center Analytics Case Study Study 113

BirdEye

APRIL 11, 2025

Look for detailed case studies, Google reviews , and performance benchmarks from other UK businesses. Insights AI : Analyzes customer feedback from various channels, providing actionable insights to improve services and customer satisfaction across all locations.

Multi-Channel 52

Multi-Channel Social Media Case Study Strategy 52

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. To learn more about how Interactions helps the worlds largest retailers deliver unparalleled service, visit our retail page or read this case study to learn how a major retailer removed 7.9

Retail 62

Retail Self Service Average Handle Time Contact Center 62

Vonage

MAY 11, 2016

In 2014 following an extensive review NewVoiceMedia’s cloud customer contact solution ContactWorld for Service with Salesforce integration was selected as our product of choice to enable us to improve the customer engagement executives’ experience and deliver an effortless customer experience.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Beyond Philosophy

SEPTEMBER 20, 2024

While mass communication builds general brand awareness, personalized and individualized content can significantly enhance customer engagement and drive sales. The significant impact of personalized and individualized content on customer engagement. The dangers of over-investing in new technologies without clear goals.

Case Study 97

Case Study Customer Relationship Management Customer Centricity CRM 97

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital’s recognition reflects its dedication to leveraging advanced technologies such as AI, data and analytics, and automation to enhance the customer experience for mid-market enterprises. The report emphasizes TTEC Digital’s ability to drive significant business outcomes through its digital transformation initiatives.

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Optimove

MARCH 20, 2025

Greater precision in customer engagement, improved personalization, and scalable CRM execution across markets. Superapps, GenAI, and the Future of Customer Conversations | Josh Diner, Head of Product Marketing, Infobip With 9 out of 10 Gen Z consumers preferring chat over calls, businesses must evolve their engagement strategies.

Connections 52

Connections Gamification Marketing CRM 52

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Personalize the Communication To keep customers engaged, start with clear, personalized communication. Look at your business through their eyes.

Chatbots 52

Chatbots Case Study Communication Interaction 52

Comm100

DECEMBER 8, 2020

As webinars are used for upselling, leads conversion , high ticket sales, or just increased customer education – the use of the chabot significantly simplifies the process of converting a cold visitor to a webinar participant. Still, wondering how a chatbot can positively influence customer satisfaction and resulting sales?

Chatbots 173

Chatbots Customer Satisfaction Customer Service Representative Social Media 173

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025!

Connections 52

Connections Marketing CRM Banking 52

GetFeedback

APRIL 3, 2019

I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. This information helps us to continue to improve the customer experience. Check out their case study on our customer’s page. What is your role at YETI? Want to learn more about YETI? Give them a visit.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Optimove

JUNE 11, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. The Big Picture : 1.

Customer Engagement 52

Customer Engagement Engagement Marketing CRM 52

Maz Iqbal

DECEMBER 18, 2014

Given this context, I say, all talk of customer - customer focus, customer service, customer relationships, customer engagement, customer experience, customer obsession – is totally and utter b t. Do you study history? It permeates business.

Customer Experience 103

Customer Experience Case Study Government Study 103

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. Now more than ever, you need to make the necessary changes to keep up with delivery and communication of value to your customers. Engaged key contacts.

Communication 107

Communication NPS Case Study Metrics 107

InteractionMetrics

JANUARY 7, 2025

How Customer Journey Maps Reveal Pain Points and Opportunities The research that goes into journey mapping provides a structured approach to uncovering areas where customers may face challenges or where companies can improve. Results: Wait times improved, increasing customer satisfaction.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Calabrio

APRIL 13, 2017

Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics. Whitepaper: The Benefits & ROI of Speech Analytics.

Contact Center 100

Contact Center Analytics Case Study Study 100

Calabrio

APRIL 13, 2017

Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics. Whitepaper: The Benefits & ROI of Speech Analytics.

Contact Center 100

Contact Center Analytics Case Study Study 100

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). According to a case study facilitated by Avangate, Absolute managed an amazing 5x increase of the trial conversion rate. 37signals Case Study.

Case Study 105

Case Study Study Metrics Strategy 105

Optimove

MAY 20, 2024

This case study unveils how brands can turn direct end-user connections into opportunities for engagement and growth. Twenty-five percent (25%) of customers, primarily from indirect purchases, opted to register, with 78% consenting to marketing permissions.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

ChurnZero

OCTOBER 22, 2021

To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on. Always advocate for how to incent the team for bringing customer references, case studies, and advocates to the table.”.

Customer Success 96

Customer Success How To Case Study Customers 96

InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Kayako

SEPTEMBER 9, 2022

Conversations are an important element in improving the customer journey, which can lead to higher brand loyalty and longer customer lifetime value. The best way to understand conversational customer engagement is to think about it from the customer’s point of view.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

Experience Investigators by 360Connext

JULY 20, 2015

There is no case for your 2008 case study. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

Storyminers

APRIL 17, 2019

Proof came from several real-world case studies. Mike Wittenstein shared his belief that the best designed strategies are those that simultaneously please customers, engage employees, and benefit the bottom line. THE SHIFTS THAT WILL SHIFT US TOMORROW followed. Click the arrows above to review the presentation.).

Case Study 100

Case Study Study Groups Strategy 100

InMoment XI

AUGUST 13, 2024

For example, it can predict how changes in agent behavior, communication strategies, or customer engagement practices might impact customer satisfaction scores, sales conversion rates, or operational efficiency. This insight is crucial for businesses looking to prioritize their efforts and resources effectively.

Software 195

Software Social Media Analytics Return on Investment 195

Inbenta

DECEMBER 28, 2024

How can financial institutions drive digital adoption and enhance customer engagement in an increasingly online world? The impact was so significant that, in partnership with our friends at Inbenta, we entered the ISA season case study as an example of customer engagement in this year’s PAY360 payment industry awards.

Multi-Channel 52

Multi-Channel Banking Net Promoter Score Case Study 52