Don’t Rip and Replace— Wrap and Renew!

  • December 17 2014
  • Resource: Research And Reports
  • KANA®, a Verint® Company and Verint

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and new business units can clutter the IT...Read More

Creating a Customer-Centric Business Culture

  • December 15 2014
  • Resource: Research And Reports
  • Kalina Janevska, ORC International

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly.To identify the variables that exist in...Read More

Simplify Customer Service with 360-Degree View of the Customer

  • December 12 2014
  • Resource: Research And Reports
  • KANA®, A Verint® Company

In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships. As organizations seek to build deeper, more...Read More

Customer Centricity Index Top 10 Performing Restaurants 2014 Fast Food & Casual Dining

  • December 10 2014
  • Resource: Research And Reports
  • Dunnhumby

The dunnhumby Customer Centricity Index (CCI) measures customers' perceptions of how well restaurants meet their needs and wants. This report provides a glance into customer perceptions of the most customer-centric fast food and casual dining...Read More

Metrics That Matter: Smartvideo Benchmarks for Insurance Leaders

  • December 10 2014
  • Resource: Research And Reports
  • SundaySky

This SmartVideo Index: In Brief focuses on the SmartVideo engagement METRICS THAT MATTER for customer experience and marketing leaders in the insurance industry. Benchmarking the right metrics allows insurers to measure the video performance and...Read More

Bravo Brio Restaurant Group Re-calibrates to Reward Guest Frequency

  • December 04 2014
  • Resource: Research And Reports
  • Paytronix

The Bravo Brio Restaurant Group (BBRG) first launched its surprise and delight rewards program in September 2012. The company had set a goal of generating a certain number of incremental visits per guest with the rewards program. When they did not...Read More

25 Loyalty and Engagement Stats You Need to Know

  • November 20 2014
  • Resource: Research And Reports
  • CrowdTwist

Establishing connections with customers is essential to build loyalty. To do that successfully, brands must understand their target audience and their motivations for joining a program. Building loyalty requires that brands deliver more...Read More

Inflection Points: Seizing the Moment in Customer Loyalty

  • July 25 2014
  • Resource: Research And Reports

The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to negative curvature, or vice versa. In political science...Read More

Build Loyalty with a Personalized Digital Experience

  • July 11 2014
  • Resource: Research And Reports
  • SAS

Download now to read this facinating take on a digital experience of loyalty!   Thanks to on-demand, on-the-go online resources, consumers are more informed and empowered than ever. They reference an average of 10 sources to arrive at a...Read More

Marketing to Women Using Brand Partnerships Survey Results

  • July 02 2014
  • Resource: Research And Reports

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?