Two Ways Qmatic Shapes the Future of Customer Journey

Posted by Jeff Green

7/21/2016

Building a framework for resiliency and the future success of any enterprise involves assessing where the industry is headed, how demographics may change, and what the competition may bring to the marketplace. It also requires that the enterprise have an actionable, future focused strategy for meeting challenges and taking advantages of opportunity. This may be particularly important for high touch point businesses that have to consider how every service, product, and interaction will be perceived by a customer base that is increasingly empowered by social media to effect their reputation and bottom line.

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Topics: Technology

How to Integrate BI for the Best Possible Customer Experience

Posted by Jeff Green

7/14/2016

Last week, we looked at why it is important to collect, process, and engage customer journey analytics. We made the point that it’s impossible to analyze and learn from data you haven’t collected. This week, we look at how to integrate a business intelligence (BI) function into every component of your customer journey platform.

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Topics: business intelligence

The Loyalty Imperative: How BI Strengthens Relationships and Profit

Posted by Jeff Green

7/7/2016

Fact: Retaining a customer costs roughly seven times less than attracting a new one.[1]

Fact:  Improving customer retention rates among the right customers can improve profits by up to 95%.[2]

Fact:  Most organizations notice customer churn rates about six months past the point when they actually failed the customer.[3]

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Topics: business intelligence

How Public Offices are Improving the Citizen Experience

Posted by Jeff Green

6/30/2016

Across the country, government and public agencies are facing a conundrum. On the one hand, entities like the DMV, Department of Veterans Affairs, and city/county services don’t have to deal with competition. For the most part, citizens have one resource option for satisfying requirements like renewing a license or filing a building plan. On the other hand, they are facing a growing imperative to improve everything from operations and staff capacity, to location environments.  Ironically, in some cases this enables stagnancy from these entities in enabling change, a city doesn’t have to worry about competition.

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Topics: Customer Experience, Public

Myfunwait Transforms the Queue Line into the Gaming Field

Posted by Sven-Olof Husmark

6/23/2016


Next time you’re at the doctor’s office, DMV, bank, or store (or any other place where people are waiting), look around. Chances are, most of the people around you will be doing something on their phone. More than two-thirds of them (68%) are probably playing a game.

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Topics: Customer Experience

Do you Know How to Connect the Dots in an Omnichannel CX?

Posted by Jeff Green

6/16/2016

Imagine you are out for a special dinner. You start with appetizers and have a few courses, all the way through dessert and coffee. The wait staff is attentive, but not pushy. The environment is welcoming and comfortable. The service is well timed. Your appetizers and dessert are delicious. But the filet mignon you ordered for your main course is overcooked.

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Topics: Customer Experience