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More important than ever to C-level leadership, the customer experience is finally receiving the priority attention it deserves as a business focus. But as focus goes up, so too do the responsibilities. Metrics must be re-engineered. Staff must be retrained and reconditioned. Objectives need to be revamped. learn more
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Avoid failed self-service. Explore the best practices of several KANA implementations to help you deliver self-service that aligns with customer expectations while helping to contain service costs. learn more
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Whether your organization is just launching a knowledge management initiative or seeing strong uptake and wants to reward usage by leveraging feedback for continuous improvements, you’ll want to consider best practices and unique new strategies that engage agents and customers for better knowledge content and access. learn more
knowledge management | user interaction | content | customer feedback | agent engagement
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Social customer service is rapidly becoming the new channel to drive CSAT. At the same time, integrating social media into the contact center–and measuring ROI–remains a challenge. This study, from TELUS International, Oracle and Kenna Inc., shows how traditional contact center metrics work for social care including calculations for service, quality and effectiveness measures. An ROI framework is also presented. learn more
social crm | customer satisfaction | metrics | contact center | ROI | social media
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Find out what 132 managers and executives from other leading companies are doing to unlock the power of social media in a new study “Thumbs Up! Customer Engagement for a New Generation”. See how companies are using social media to better understand the voice of the customer, improve the customer experience, and improve workforce management. learn more
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This eBook, from The Social Customer, describe how organizations can use the contact center to gain valuable insights, deliver great customer experience, and gain strategic advantages. It is introduced by Emily Yellin with contribution from: Barry Dalton, Tristan Bishop, Dan Miller, Natalie Petouhoff, and John Burton. learn more
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Learn in this metrics for social customer service eBook which customer service metrics drive service excellence and enhance customer experience in the age of social media. learn more
social media | customer service | customer experience | social crm
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There is no need to wait for approval for a multiyear, million-dollar customer experience initiative. Start tomorrow with these quick and inexpensive ways to improve CE. An exclusive survey and research report from Bloomberg Businessweek Research Services. learn more
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A positive Customer Experience (CE) drives profitability, but requires listening to the Voice of the Customer (VoC). However, unstructured conversations are generally stored in different channels, formats and departments, making it difficult to identify overall trends in the VoC. Learn how to capture, unify and leverage the VoC to drive the CE for your organization. learn more
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Customers today are more demanding than ever when it comes to service – and failing to meet their expectations can significantly impact your business. The challenge is to find ways to deliver more consistent, better quality customer experiences – which is no small task today. Here are four key elements to help you achieve breakthrough customer experience results faster and more efficiently. Also includes customer Case Study for a Fortune 100 Roadside Assistance company. learn more
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With companies shifting into the “experience” business, they need to become adept at providing high-value, relevant offerings that will translate into profits. Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg Businessweek Research Services, 2011) learn more
| 41 whitepaper results |
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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