InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

BlueOcean

NOVEMBER 29, 2023

Ultimately, design best practices must align with user needs as well as your business objectives. The resulting experience should reflect the brand. Our basic advice here is to reduce any barriers between your UX design team and your contact center team.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Storyminers

JULY 29, 2016

I doubt anyone would disagree that the path to great customer retention is unparalleled customer service. However, in today’s environment, many companies get caught up in whether that means a personal touch or better self-service through digital transformation. Customers care about their “bang for their buck”.

B2C 124

B2C Customer Retention Brands Strategy 124

Myra Golden

APRIL 11, 2023

Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Chattermill

AUGUST 29, 2018

And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. Users can drill into the data across tables and charts regardless of experience. You’re not alone. Not sure how to choose the CX tools you should be using?

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. Users can drill into the data across tables and charts regardless of experience. You’re not alone. Not sure how to choose the CX tools you should be using?

Technology 40

Technology Customer Experience Consulting Survey 40