Avaya
SEPTEMBER 19, 2018
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). It’s a sea of change.
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BlueOcean
DECEMBER 21, 2021
Call volume forecasts are essential tools in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends. Without it, you’re lost at sea.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). It’s a sea of change.
C3Centricity
AUGUST 17, 2020
A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. Even worse, the customer care centre was seen as mere complaint handlers. The industry grew a measly 2.1% But there is some hope.
Currency Alliance
JUNE 19, 2019
This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. Mastering customer data (finally). 1. Looking beyond transactional rewards.
C3Centricity
DECEMBER 3, 2018
OnBrand Magazine study) In surveying more than 560 global brand managers and CMOs, the analysis concludes that new customer acquisition (75%) and social media engagement (72%) are the two primary ways they use to determine the success of their brand marketing efforts. But there is some hope.
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