customer experience improvement

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Published By: Genesys     Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year Europe
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Genesys
Published By: Esker     Published Date: Jan 08, 2019
Ignoring the potential of AR analytics is a losing game. In order to boost your collection rate and maximize resources, departments should be analyzing a plethora of statistics not just DSO. This playbook discusses the six metrics your AR department should be paying attention to and how they can separate themselves from competition and provide customers with an improved experience by: Measuring Key Performance Indicators (KPIs) Making process improvements based on analytics Centralizing collection activities
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Esker
Published By: Optimizely     Published Date: Apr 06, 2018
We live in the age of the consumer. Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey. To drive innovation and stay competitive, organizations need to reorient towards the customerwhich means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult taskespecially in todays multi-touch environment.
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Optimizely
Published By: Genesys     Published Date: Jul 27, 2016
Download this eBook to learn: What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: ServiceNow     Published Date: Aug 20, 2018
The Forrester TEI study examines potential ROI enterprises may realize by improving IT operations management and eliminating service outages. Customers interviewed experienced major financial benefits in improvements with IT productivity and cost savings. Read this study to learn more.
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ServiceNow
Published By: ServiceNow     Published Date: Oct 22, 2018
The Forrester TEI study examines potential ROI enterprises may realize by improving IT operations management and eliminating service outages. Customers interviewed experienced major financial benefits in improvements with IT productivity and cost savings. Read this study to learn more.
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economic, impact, servicenow, tei, roi, itom
    
ServiceNow
Published By: KANA, A Verint Company     Published Date: Aug 07, 2014
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
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kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty, knowledge management, enterprise applications
    
KANA, A Verint Company
Published By: Trustpilot     Published Date: Apr 30, 2018
Having reviews is essential, but its only the first step Today, the winners in business are not always the ones with the lowest prices or the biggest range of products. In fact, the winners are not even always the biggest brands. The winners are trusted companies who offer an exceptional customer experience again and again. Simply, the winners are those who are listening to their customers. We all know we need reviews on our website, we know visitors to our website want to see reviews to help them make their buying decision. But that is just the beginning. Recognize the full potential that reviews have and youll see an improvement in the performance of all your marketing activity.
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marketing, ecommerce, conversion strategies, seo, customer reviews, user generated content
    
Trustpilot
Published By: ServiceNow     Published Date: May 15, 2018
The Forrester TEI study examines potential ROI enterprises may realize by improving IT operations management and eliminating service outages. Customers interviewed experienced major financial benefits in improvements with IT productivity and cost savings. Read this study to learn more.
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ServiceNow
Published By: Infosys     Published Date: Jan 02, 2019
Challenge: A large European retailer needed better performance, agility and scalability for onboarding new stores on its e-commerce platform. Solution: We helped transform the complete development methodology with an Agile approach along with DevOps automations, to bring in needed agility and speed. In parallel we decoupled the Customer Experience Layer with a service-oriented architecture (SOA) and moved the platform to a cloud set up, resulting in significant improvements in performance and scalability. Outcomes: Online order volume up by 470% in two years Quicker adoption of new technologies and features 99.9% platform availability More efficient infrastructure has reduced key cost-per-order metric
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Infosys
Published By: Oracle     Published Date: Nov 13, 2013
Todays consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels including social media retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shoppers journey and how the concept of the contact center of the future provides the better overall experience.
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zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions, cloud service platform, social media, risk alienating customers, saas, customer experience, brand is customers, it complexity, service improvements, knowledge management, call center management, customer satisfaction, customer service
    
Oracle
Published By: Oracle     Published Date: Nov 01, 2013
Todays consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels including social media retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shoppers journey and how the concept of the contact center of the future provides the better overall experience.
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zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions, cloud service platform, social media, risk alienating customers, saas, customer experience, brand is customers, it complexity, service improvements, knowledge management, call center management, customer satisfaction, customer service
    
Oracle
Published By: Adobe     Published Date: Jan 31, 2013
In this report, Forrester Research gives you the tools and processes you need to act on digital customer experience improvements across touch points like websites, mobile phones, and tablets.
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web experiences, adobe, digital experiences, forrester, mobile websites, mobile behavior, customer experience
    
Adobe
Published By: Adobe     Published Date: Aug 22, 2013
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
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customer experience management, digital experiences, customer experience
    
Adobe
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