Customer Change Customer Engagement Customer Journey 
Experience Investigators by 360Connext
DECEMBER 8, 2014
Because just when you think you’ve figured it out, something changes. Departments change their goals. Customers change, too, and sometimes in subtle ways. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. A new product is launched.
Totango
FEBRUARY 5, 2019
It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey.
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Eptica
OCTOBER 26, 2015
Are there any potential pain points on the customer journey? Is my strategy flexible enough to cope with change – for example, can I move agents from one channel to another to meet changing levels of demand? Questions they’ve considered will have included: How joined-up is my service across different channels?
Totango
NOVEMBER 27, 2023
However, a customer’s health score is constantly shifting. With the right partnerships and systems in place, digital CS can be an exceptional tool for helping enterprises improve customer engagement and scale efficiently.
Lumoa
AUGUST 23, 2021
Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This statistic alone shows a significant shift in potential customer journeys.
Answer Dash
NOVEMBER 21, 2018
Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.
Eptica
JANUARY 15, 2016
Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. However, in many cases insurers still struggle to bridge silos between different departments, who are all responsible for individual parts of the customer journey. Share this page on: Tweet.
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