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Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). Customer support plays a significant role in how customers feel about an organization....
With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
CX Best Practices eCommerce Posted September 29, 2020 The polarity of the pandemic is undeniable. On the one hand, COVID-19 has fostered anxiety and uncertainty across the globe, yet it has also highlighted the strength of the human spirit and our ingenuity in...
It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard ...
Customers expect their needs to be satisfied every time they engage with a brand. If an organization fails to deliver at any moment, it could trigger the end of the relationship. Of course, it is quid pro quo. Satisfied customers demonstrate greater brand loyalty. For example, organizations that...