Execs In The Know

AUGUST 26, 2021

On August 19, Execs In The Know facilitated an Executive Virtual Roundtable session dedicated to discussing omnichannel customer care, with an emphasis on discussing key metrics as well as current challenges. What is Omnichannel? Omnichannel Metrics — What Matters Most.

Omnichannel 98

Omnichannel CXM Net Promoter Score Artificial Intelligence 98

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Providing the best customer service is one of the most important pillars of any businesses’ success. Today the concept of the omnichannel contact center has transformed the scenario. It is a forerunner to the omnichannel approach. Live website chat .

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

SurveySensum

JULY 2, 2023

Well CSAT tools will help you understand how satisfied your customers are, how you can reduce customer churn, and consequently, how you can improve your products and services. So without much ado, let’s jump straight into the list of top CSAT tools you can use to measure satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Zendesk

APRIL 9, 2021

With each interaction, companies can influence a customer’s perception and impression of them. This means CX plays a critical role in determining a company’s success—it directly impacts customer satisfaction, loyalty, and retention. CX management can help businesses meet customer expectations and provide positive experiences.

CX 98

CX CXM Omnichannel Touchpoint 98

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Telecom Customer Journey and Experience Management Explained. Telecom companies usually measure this intangible variable using a simple metric known as customer satisfaction or CSAT.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Intercom

JULY 26, 2022

Obviously, the more positive these customer experiences are, the more likely you are to capture customers’ hearts and minds. Ideally, this results in loyal customers, increased customer satisfaction, referrals, and reduced customer churn. Why should customer experience be considered important?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69