csrollyson + center   40

Make your journey maps measurable with customer journey analytics
[commented] Pitches the importance of basing #customer #journey #maps on real data, not on boardroom-created models
customer  experience  analytics  journey  map  debunk  bullsi  data  transaction  omni  channel  example  telecom  csrblogcomment  call  center  trigger  jtbd  kpi  behavior  csr19 
7 days ago by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
7 days ago by csrollyson
Personal Branding for Refugees, Week 0
Father and college daughter volunteer in Greek #refugee #center in program that helps refugees integrate #syria
19eyz  greece  israel  macedonia  syria  refugee  program  center  integration  children  support  education  bullsi 
5 weeks ago by csrollyson
10 Surprising Sources for Customer and Competitive Insight | SEJ
Useful list & how-to for learning about why customers switch to competitors (no surprises though ;^)
customer  competitor  howto  insight  research  analysis  operations  social  media  analytics  website  call  center  alumni  switch  retention  conversion 
november 2017 by csrollyson
Review Strategies and the Customer Experience | Sandhill
Solid advice: #Customer #experience and #reviews: How firms can mitigate risks, earn rewards
customer  experience  review  howto  analysis  vendor  thought  leadership  q2  2016  ugc  product  service  trust  call  center  fake  sochap  2execguide  2eglii  2sbs  2snr  cmo  cco  marketing  advice 
april 2016 by csrollyson
PEMCO: Establishing an engaging customer experience | Insights | West Monroe Partners
#Insurance case study: business strategy approach to #customer #experience strategy: extending call center
customer  experience  casestudy  insurance  strategy  market  analysis  sochap  call  center 
february 2016 by csrollyson
Expand Customer Listening with Your Customer's Unaided Feedback - Customer Bliss
How to get full-spectrum #customer #experience feedback—and use it to create real change #kudos #cx
customer  experience  organization  howto  social  media  call  center  pointofview  q3  2015  sales  marketing  2cdo  2cco  2csra  2sbs 
october 2015 by csrollyson
Journey Mapping the Customer Experience: A USA.gov Case Study
Excellent step-by-step description of gov't mapping for 1 persona + good pics, example #UX #CX #kudos
customer  experience  service  design  casestudy  government  journey  map  q3  2015  infographic  2chcuo  exceptional  website  call  center  email  interaction  cco 
september 2015 by csrollyson
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015 by csrollyson
Quality and Quantity - Shall We?: General discussion at CallCentreVoice
OP (Brent) asked the question and interspersed the “Answer” within the thread that we reference here. He illustrates another best practice that any discussion participant can do: synthesizes other responses while referring directly to them. I call this “moderation” because it combines discrete ideas and often adds insight to them, which elevates the entire discussion. Note that anyone can play a moderator role; it is an excellent way to add value while showing your mastery of the subject. Well done, Brent!
call  center  forum  discussion  customer  service  2sds  vendor  select  bullsi  management  collaboration 
may 2015 by csrollyson
How Comcast Sets Its Customer Service Reps Up to Fail - Gretchen Gavett - Harvard Business Review
OVERLOOKED/true: How employees' REAL customer is management, not the firm's #customers #comcast example #experience
customer  experience  comcast  q3  2014  example  audio  service  representative  retention  management  metrics  analysis  call  center  incentive  2sbs 
july 2014 by csrollyson
MCCSM « Social Media Health Network
Mayo Clinic believes individuals have the right and responsibility to advocate for their own health, and that it is our responsibility to help them use social media tools to get the best information, connect with providers and with each other, and inspire healthy choices
mayoclinic  social  media  center  competency  education  patient  provider  empowerment  mission  reference  competitor  tq14  14nm  cco 
may 2014 by csrollyson
Goodbye to all that centrism | Article | Top News | Reuters.com
Useful summary of rising extremism in national politics of European Union members
europe  analysis  politics  nationalism  extremist  party  center  economy  2ghch  parliament  election 
october 2013 by csrollyson
How to Use Big Data to Stop Customer Churn - CIO.com
PRACTICAL #BigData examples by retail & ecommerce to enhance customer experience
big  data  customer  retail  ecommerce  experience  service  social  media  history  call  center  vendor  Q3  2012  churn  digital  cdo  cio 
august 2013 by csrollyson
Four questions CIOs should ask about Big Data | ZDNet
UNDERSTANDABLE #BigData technical discussion lays out issues I.T. needs to think thru #fb
big  data  cio  cdo  digital  reference  enterprise  software  network  infrastructure  q3  2013  hadoop  open  source  integration  business  intelligence  center  i.t.  2csra 
august 2013 by csrollyson
Iceland's Cheap, Green Cloud: How a Tiny Island Could Drive Big Changes
Fascinating: how Iceland could use natural green power to grow a cloud infrastructure industry
iceland  economy  nature  resource  weather  strategy  advantage  valueprop  data  center  industry  power  cloud  location  green  environment 
july 2012 by csrollyson
The White House is Spending Big Money on Big Data - Forbes
How USA government consolidating data centers by share data via cloud
government  big  data  cost  reduction  collaboration  2012  cloud  agency  center 
may 2012 by csrollyson

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