voice the customer

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Published By: Sprinklr     Published Date: Sep 28, 2017
After the largest tech merger in history, Dell and EMC needed to align their marketing and social departments. Karen Quintos took the challenge and along with Alison Herzog formed the Chief Customer Office.
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
At the Sprinklr Digital Transformation Summit in Nashville, Cisco Chairman John Chambers issued a stark warning during his keynote address: “75 percent of the companies in this room will be digital in just four years, that’s the good news,” Chambers said to the audience. “The bad news? It’s only going to work for a third of you, because you won’t reinvent yourself.”
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customer experience, customer retention, customer service, digital marketing, digital marketing strategy, technology trends, voice of the customer, social customer service, digital transformation
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
"The Harvard Business Review recently surveyed 600+ executives from the world's biggest companies to uncover their customer experience strategies. The survey reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. "
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
CXM is the process of providing unforgettable experiences to your customers at every touchpoint – online, on the phone, on social, and in person. It’s the future of every business operating in a networked world. So where do you begin?
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: Avaya     Published Date: Nov 27, 2017
In an industry like automobile sales and service, responsiveness can easily mean the difference between a service appointment, a large-ticket sale – or a customer taking their business elsewhere. Despite its reputation for meeting and exceeding customer needs, Voss Auto Network was using an aging communications system. The network of dealerships, including eight locations across Ohio, serves over 500 employees. Getting calls even when “walking the lot,” quickly retrieving voicemails, and having the ability to easily track missed calls all proved key to taking customer service, sales, and repeat business to the next level.
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Avaya
Published By: Avaya     Published Date: Nov 21, 2017
In an industry like automobile sales and service, responsiveness can easily mean the difference between a service appointment, a large-ticket sale – or a customer taking their business elsewhere. Despite its reputation for meeting and exceeding customer needs, Voss Auto Network was using an aging communications system. The network of dealerships, including eight locations across Ohio, serves over 500 employees. Getting calls even when “walking the lot,” quickly retrieving voicemails, and having the ability to easily track missed calls all proved key to taking customer service, sales, and repeat business to the next level.
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Avaya
Published By: DocuSign     Published Date: Mar 23, 2016
Doing more with less is the name of the game for SMBs. Learn about DocuSign’s suite of solutions for small business that let you deliver contracts, get approvals, sign invoices— all without an IT department. DocuSign seamlessly integrates with Salesforce and is easy to use for you and your team. Speed up sales, hire employees faster, and give your customers another reason to rave. Come hear directly from DocuSign product leads and customers about how you can make DocuSign for Salesforce go to work for you.
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DocuSign
Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement
    
Pega
Published By: Pega     Published Date: May 24, 2016
The digital service revolution is well underway. For communications service providers (CSPs), it means going beyond traditional voice and data and upgrading their entire digital communications infrastructure. Research shows enterprise-class organizations are allocating heavy dollars towards communications solutions and prefer a single provider for digital services. This is a massive opportunity for CSPs to expand their services, generate more revenue, grow profit and increase market share. However, the majority of enterprises reported not receiving a consistently excellent experience with their most recent service contract. As a result, many switch to new providers. CSPs are losing credibility and the loyalty of their customers because of legacy and traditional systems that constrain their ability to act quickly. Enterprises are looking for CSPs who understand their complex business and can offer a full portfolio of digital services with quality and creativity to meet their needs.
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Pega
Published By: RCN Business     Published Date: Nov 11, 2014
In a changing business climate, you're only productive as the technology that supports you. In fact, having the right services can mean the difference between one more happy sale or one less customer. Don’t settle for "one less" - get the right solution for your business with RCN Business Services. RCN Business Services offers a full suite of communications products and services to businesses of all sizes, including Internet, voice, video and network solutions. We are a facilities-based provider that offers extensive fiber density with redundancy and superior performance. Spanning over 6,000 miles, the advanced fiber-rich network is completely diverse from other communications providers, enabling businesses to experience exceptional customer service, quicker installation and issue resolution. RCN Business operates on three fundamental tenets: Partnership, Choice and Technology. These fundamental tenets guide how RCN Business approaches the sales process, addresses its customers, and supports its products and services. Partnership: The process starts with a dedicated RCN Business account representative actively listening and learning the needs, goals and challenges of a business. The trained and experienced RCN Business staff then delivers a customized solution. Choice: RCN Business understands that one size does not fit all. The goal is to create a reliable, customized technology solution that contributes to a business’s success and growth. Technology: Technology and customer support are critical to any business. With RCN Business owning and having full control of its network, businesses get local U.S. based operations, faster response times and a continuous monitoring for superior uptime.
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lan, voip, business communication, wan, pbx
    
RCN Business
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology
    
Genesys
Published By: Sprinklr     Published Date: Nov 22, 2016
A whitepaper that explains the value of social listening, and hearing the voice of the customer. In understanding how your customers really feel, you can react and respond with value.
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social listening, customer experience, voice of the customer
    
Sprinklr
Published By: Sprinklr     Published Date: Nov 22, 2016
A whitepaper that culminates 20 thought leaders on the topic of customer experience, and managing every customer touchpoint.
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Sprinklr     Published Date: Nov 29, 2016
A whitepaper that discusses the impact of social media on customer service models, and how companies need to shift their strategy to effectively manage customer experience.
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: New Voice Media     Published Date: Apr 27, 2017
By investing in Salesforce you demonstrate a clear interest in your customers and their success. NewVoiceMedia will take that investment to the next level by integrating your communications platform with your customer and prospect data in Salesforce to provide a context rich, superior sales experience.
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salesforce, newvoicemedia, sales, service, data
    
New Voice Media
Published By: New Voice Media     Published Date: Apr 27, 2017
By investing in Salesforce you demonstrate a clear interest in your customers and their success. NewVoiceMedia will take that investment to the next level by integrating your communications platform with your customer data in Salesforce to provide personalized, exceptional service.
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salesforce, newvoicemedia, sales, service, data
    
New Voice Media
Published By: Dassault Systèmes     Published Date: Aug 08, 2017
Aerospace and Defense companies delivering complex products in competitive markets must overcome many challenges to manage requirements throughout the product lifecycle. Among the most difficult challenges are integrating complex systems engineering processes, promoting collaboration among multiple engineering disciplines and enabling the sharing of intellectual property within globally dispersed teams. Companies seeking a way to efficiently manage product requirements can leverage a comprehensive product lifecycle management (PLM) solution to: • Effectively reuse intellectual property to reduce time to market • Increase product innovation • Improve overall traceability of requirements throughout the product lifecycle This paper will highlight the criteria needed for a comprehensive requirements management solution that incorporates PLM to offer customers a scalable, enterprise-grade solution.
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customer, product lifecycle, aerospace, defense, management, plm, dassault
    
Dassault Systèmes
Published By: Adobe     Published Date: Feb 02, 2011
Read this white paper for a survey of the current state of customer experience at 141 firms across North America and find out how your own organization's efforts compare.
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adobe, online customer experience 2010, voice of the customer, voc
    
Adobe
Published By: Genesys     Published Date: Apr 07, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to learn how to: - Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences - Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice - Evaluate the top five capabilities of a Customer Experience Platform
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genesys, contact center engagement, customer engagement, omnichannel experience, customer experience
    
Genesys
Published By: Verint     Published Date: Jan 16, 2013
Your customers have a big voice, and they're using it all the time. Verint helps you put the voice of the customer to work for you, resulting in an experience that your customers will never forget.
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customer experience, customer experience management, customer engagement, verint, vovici, customer service, advertising agencies
    
Verint
Published By: Egencia     Published Date: Apr 03, 2012
In an effort to learn the challenges and concerns of travel managers across a broad spectrum, we interviewed Travel Managers from across North America. The findings have been complied into this study: Voice of the Customer.
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customer, egencia, business travel, egencia, expedia, expedia corporate travel, corporate travel, travel services, travel management, travel agency, booking, airfare, saving, trip, trip planning, business trip, traveling, travelers, travel savings
    
Egencia
Published By: Clarabridge     Published Date: Dec 03, 2013
This paper explores the impact of social media on the marketplace and customer behaviors, and provides a six-step “road map” that guides organizations through the process of implementing a social media program.
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clarabridge, digital communications, digital revolution, product information, using social media, customer behaviors, social media program, interacting with customers, product and service problems, respond quickly, customer satisfaction, customer loyalty, market share, marketplace, voice of the customer, voc, customer insights, social media
    
Clarabridge
Published By: Clarabridge     Published Date: Dec 03, 2013
The purpose of this white paper is to provide a five step “roadmap” that organizations can use to transform their marketing organization into a Center of Customer Experience Excellence.
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clarabridge, optimizing customer experience, voice of the customer, customer engagement, data source, voc program, customer behaviors, operationalize voc, customer relationship management, crm, social media program, interacting with customers, product and service problems, respond quickly, customer satisfaction, customer loyalty
    
Clarabridge
Published By: Clarabridge     Published Date: Dec 03, 2013
The purpose of this white paper is to provide organizations with a four step roadmap that details how organizations can use VoC to make Product Management more customer-centric and significantly increase the odds of consistently delivering products that are successful in the marketplace.
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clarabridge, customer behaviors, social media program, interacting with customers, product and service problems, respond quickly, customer satisfaction, customer loyalty, market share, marketplace, voice of the customer, operationalize voc, customer insights, integrate structured data, integrated unstructured data, business value, customer feedback, text analytics software, product management, voc in product management
    
Clarabridge
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