The FINANCIAL — Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave ...
COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...
Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...
For many organizations, each business unit has its own separate customer record, which makes it difficult to support and service customers. I was listening to a presentation by the former head of ...
Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave today, Gartner ...
The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...
Organizational Alignment Around Customer Journeys is Integral to CX Success, According to New Report
BOSTON--(BUSINESS WIRE)--Pointillist ®, an award-winning provider of customer journey management software, identified that the most effective, high-performing teams align their organization around ...
BOSTON--(BUSINESS WIRE)--Kitewheel, the leading solution provider for customer journey orchestration and analytics, today announced its new Journey as a Service (JaaS) offering, an expansion of its ...
Two moments in customer service deserve particular attention: the beginning and the ending of your interaction with the customer, what the Ritz-Carlton Hotel Company endearingly calls the “warm ...
A customer’s decision-making journey goes through many stages, and businesses would do well to know the details about every step of customer interaction. As an example, take Steven, who works in ...
As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...
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