The focus on improving customer experience has never been more critical. Knowing what your customers really think is important when exploring ways to improve the service you deliver to them.
Having access to this information in real time supports you to create a self-learning organisation proven to increase customer satisfaction by 30%.
In this Bright Guide, topics that will be explored are some up-to-date benchmarking data and research findings, alongside relevant case studies from high performing organisations.
Other key highlights include:
- Linking customer service to company profits
- Creating self-improving organisations
- Improving employee engagement
- Voice of customer best practice
Brochure: Avaya Oceana® Solution
Avaya Oceana®, a next generation, multi-touch customer experience management solution empowers businesses and users with a true end-to-end view of customer journeys.
White Paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
White Paper: CX Realities 2020 – The story of COVID-19 and how customer service responded
This report looks at the impact of COVID-19 on how we behave as organisations, employees and consumers.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Case Study: Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution
M1 was keen to extend its digital service offering with a virtual assistant chatbot solution to provide its customers with a high quality, conversational interface to help simplify online customer journeys.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Case Study: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
Case Study: Supporting the Singapore Government’s Smart Nation initiative, Sabio enables digital Ask Jamie
GovTech had been exploring the use of Virtual Assistants and Artificial Intelligence technology to help Singapore’s citizens and businesses navigate online government services and improve service delivery.