Beyond Philosophy

SEPTEMBER 6, 2017

Not only that, you need to have a baseline for CX established for every department, not just those that have direct interaction with customers. Yes, finance, legal, accounts receivable, we are talking about you. Not only that, what customers expect changes, too. Otherwise, how will you know how far you have come.

Legal 121

Legal Finance CX NPS 121

Uniphore

JANUARY 25, 2022

Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more. And if tech companies aren’t bridging into more traditional industries, they are enabling more conventional counterparts with the technologically advanced tools that our modern customers expect.

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

DECEMBER 7, 2021

Many other departments will also benefit from gaining a first-hand view of customer expectations and feedback. This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Fonolo

SEPTEMBER 28, 2022

Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents. Review restrictions to avoid potential legal issues, especially if you are working in a healthcare setting. They’re proven to improve customer retention and inform customer service strategy.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. What do customers expect? And expectations are set by the best experience on offer in B2B and B2C. CX is everywhere.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Bill Quiseng

FEBRUARY 15, 2016

It’s amazing how much of the first day of new hire orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. While that information is important, consider the overall message you are giving new employees at the end of their first day.

Customer Service 92

Customer Service Legal Customer Satisfaction Customer Feedback 92

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. SurveySensum creates a consolidated and unified view of customer data. Customer expectations are ever-evolving – are you keeping up?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

DMG Consulting

JUNE 8, 2021

Then there are the broader enterprise applications of IA: to identify new product opportunities, at-risk customers, legal risks, and the potential for fraud, just to mention a few. IA solutions can provide executives with insights into the reasons customers reach out and ask for help.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

ClearAction

AUGUST 9, 2019

When I ask those questions to my friends who aren’t in Marketing or Customer Experience roles it’s very interesting to see how quickly they answer: 1. legal or engineering or accounts payable or marketing or other, 3. The first answer, respect , means customers care about more than transactional deals. respect, 2.

Customer Experience 74

Customer Experience Legal Manufacturing Engineering 74

Hodusoft

JANUARY 30, 2025

This data helps businesses optimize strategies, identify trends, and deliver superior customer service. It helps businesses stay ahead of customer expectations, streamline operations, and drive growth in todays competitive landscape.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

CSAT.AI

NOVEMBER 18, 2021

Train agents to listen carefully to the customer and ask clarifying questions. One area for immediate escalation or intervention is abusive language or legal threats. Verbal abuse, whether from agent to customer or customer to agent, is damaging. The customer will be disappointed, even angry.

AI 97

AI Legal CX NPS 97

ClearAction

DECEMBER 26, 2022

When a brand is hard to work with, weak at meeting customer needs, or poor in generating positive interactions, it’s unnatural to expect opposite performance in the 3 customer loyalty factors. Instead, monitor behaviors and deliverables that are prerequisites to great customer experience.

CX 71

CX Customer Experience VOC Legal 71

Customer Experience Matrix

AUGUST 4, 2022

And it’s people’s concerns about identity theft and fraud, that leads companies to impose ever-tighter tighter controls on how they collect, use and share customer data, even when it is legally permitted. Congress may or may not pass new privacy and anti-trust laws, but anti-trust legal action is ramping up either way.

Artificial Intelligence 116

Artificial Intelligence Government Legal Technology 116

Taylor Reach Group

MARCH 26, 2019

What about situations where the agent provides information or a solution even though they know it is unlikely to resolve the customers issue? expectations. When pressed, companies offer various reasons (from customer privacy to legal issues) for this and indicate that these barriers are simply a fact of doing business.

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

Totango

APRIL 24, 2020

The more you understand about your customer the better able you are to help them achieve results they value. Customer expectations change over time. As we mentioned earlier, the on-demand nature of the SaaS industry means customers expect their partners to deliver a personalized service dedicated to achieving their unique goals.

Customer Retention 83

Customer Retention Legal Sales B2B 83

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72

Zendesk

APRIL 12, 2023

While it’s exciting to dream of where we’re headed, we must stay rooted in the knowledge that LLMs today still have some limitations that may actually detract from a customer’s experience. Generative AI will also help companies reimagine how customers engage with help center content.

AI 98

AI Engineering Legal Start-ups 98

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JULY 6, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Hodusoft

JULY 2, 2024

Data Security & Compliance: Implementing stringent data security measures has become very important in today’s environment where businesses are facing increased risk of data breaches, hefty fines & legal penalties, and loss of customer trust.

Customer Experience 52

Customer Experience Contact Center Omnichannel Compliance 52

Zendesk

DECEMBER 6, 2021

No matter how badly you want to close a deal, keep in mind that ethical selling not only preserves your personal integrity, but also protects your business from legal troubles or negative attention. Customers expect you to know the other players in your field. Selling tactics that work (and some that don’t).

Sales 98

Sales CRM Legal Retail 98

ClearAction

NOVEMBER 16, 2017

Competitors are important to your ecosystem because of the expectations they engender with customers and the forces on customers’ decision-making; however, customer expectations are influenced far beyond your industry players. One mis-step by any function — legal, facilities, safety, marketing, IT, etc. —

Customer Experience 76

Customer Experience CX Legal Customer Experience Management 76

Steven Van Belleghem

SEPTEMBER 6, 2020

A bank will look at the extent to which its apps and online tools are suitable to meet the financial needs of its customers. A retailer will look to see if its range and the way it is offered still match customer expectations. Private banking customers know what it is to have a financial partner in life.

Manufacturing 98

Manufacturing E-commerce Retail Legal 98

ClearAction

APRIL 29, 2020

This executive reports to the CEO and influences the senior management team and business unit champions in providing seamless interactions and mutual value to customers. As strategic customers’ expectations evolve, this executive will drive ongoing alignment to maximize customer lifetime value growth.

Customer Experience 71

Customer Experience CX Legal Finance 71

ClearAction

JANUARY 4, 2020

Most employees do not hear much about customers’ realities and expectations. What if standards for every role could be defined by customer expectations rather than industry norms? Amazon starts every meeting with a customer story. In SunTrust meetings they check assumptions: did customers tell us they want this?

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

ClearAction

OCTOBER 16, 2019

CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth. Marketing is a critical player, but pragmatically, other disciplines must lead certain essential aspects of customer experience and growth. 3rd Key to Retention-Rich Marketing: Nimbleness.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Intercom

DECEMBER 14, 2023

Same with customer expectations of the tech. We’re probably only a year away from people expecting to be able to expand on text within a text field, as one simple example. Let’s say a legal document. You can say to someone in your legal team, “Hey, I need a contract. And their legal team will be, “Yes, it does.”

AI 98

AI Start-ups Legal Technology 98

Callminer

MARCH 6, 2020

a legal threat) when they have zero knowledge of the product and are unable to seek assistance from their peers. Candidates should reply to this question with a “yes” and detail as to why because, although a customer’s opinion may differ to an employee’s on a product or service, the customer is at the heart of their job.

Customer Service 207

Customer Service Start-ups Education Gaming 207

ClearAction

NOVEMBER 16, 2023

We updated customers as promised. B) VoC Transformers At the same time, we worked with numerous operational and strategic planning process owners across the company (HR, Finance, IT, Legal, Planning, Marketing, Facilities, etc.) It respects the fact that business success depends on meeting or exceeding customer expectations.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Comm100

NOVEMBER 13, 2022

This provides agents with a wealth of information that empowers them to provide more helpful and accurate support to every customer. This sharing of information is made more important with the understanding that 65% of customers expect all representatives in an organization to have the same information about them.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Execs In The Know

OCTOBER 15, 2023

These highlight the critical importance of operationalizing AI with CX at scale for businesses to stay competitive and thrive in the evolving landscape of technology and customer expectations. Going from a cost center to an actual profit center is no longer a goal, it’s an expectation.

AI 52

AI Artificial Intelligence CX Compliance 52

Callminer

MARCH 6, 2020

a legal threat) when they have zero knowledge of the product and are unable to seek assistance from their peers. Candidates should reply to this question with a “yes” and detail as to why because, although a customer’s opinion may differ to an employee’s on a product or service, the customer is at the heart of their job.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Execs In The Know

JUNE 25, 2024

The company can conduct detailed customer interviews and focus groups for more significant processes, product developments, and app/web feature functionality reviews. These in-depth methods can provide valuable insights that drive improvements and innovations, ensuring the offerings meet and exceed customer expectations.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

SurveySensum

APRIL 1, 2024

This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately. Quality should be at the forefront of a startup’s mission, as it is a critical component in fostering customer trust and loyalty. Compliance : Adhere to legal and industry regulations.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52