By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are better going to be ready for it. The new …
By Sterling Bone Can peer-to-peer interactions in a customer support community reduce the need for one-on-one traditional customer support service? New research sponsored by Arizona State’s Center for Services Leadership and published in the Journal of Service Research (JSR) attempts to address this question. Firms that leverage the collective wisdom and knowledge in their customer …
Earlier this year Solutions Insights Inc. conducted a benchmarking survey designed to better understand the issues that B2B companies face in developing new solutions. The survey explored the following questions: • Current importance and relevance of solutions • Identification of the stakeholders who are involved • Key processes required • The level of process standardization …
Great to see new research that’s happening on the intersection of multiple disciplines. With large amounts of data that companies are accumulating through various communication channels, finding new methods and metrics for timely and accurate analysis is becoming more and more critical. This research tested a new framework that allows to automate the analysis of …
Merger may provide the right opportunity to improve both customer satisfaction and efficiency while maximizing shareholder value.
