Insights

2016 Tech Experience Index (TXI) Video | User Experience

User Experience

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Millennials Insight Report: The Customer Experience Perspective

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Thought Leadership | WARNING: Benchmarking can be hazardous to your operation’s health

CUSTOMER Magazine asked Mark Miller, contact center practice leader, to describe the benefits and pitfalls of benchmarking performance when building a world-class contact center.

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Thought Leadership | How to Achieve Fewer Assisted Contacts and Improve Customer Satisfaction

CUSTOMER Magazine asked Mark Miller, contact center practice leader, to offer guidance to executives who are challenged to deliver both high customer satisfaction and high containment rates.

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Thought Leadership | How to immediately improve customer satisfaction and save money

CUSTOMER Magazine recently spoke with Mark Miller, contact center practice leader, about some keys to utilizing customer based research to drive performance improvement.

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Video: Increase Shopper Requests To A Dealer

Learn how a better shopping experience on a website will increase the likelihood shoppers will request more information.

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Financial Services

Consumers have countless options when choosing a credit card provider and a multitude of reasons for each decision they make. Our experience in the financial services industry will provide card issuers with the actionable research, insights and solutions needed to increase loyalty, word-of-mouth, and usage.

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Video | Website Element Influence On User Propensity To Buy Demystified - O2O Video 4

With O2O Analytics, you can go beyond clicks and impressions and use actual vehicle sales to prove the value of your data modeling algorithms in targeting new vehicle buyers. The science behind O2O gives you the power to do this.

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Telecom

Uncover drivers of wireline, wireless, and mobile device customer decisions and utilize our expertise to develop an action plan to optimize customer interactions and ultimately maximize ROI.

Power an Advanced Customer Experience

Deliver a customer experience that outpaces the competition and delivers positive financial results. Learn More >

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Device Manufacturers

Mobile phone technology continues to evolve at a rapid rate, resulting in changing consumer needs and demands. With more than 45 years of customer satisfaction research experience, we are helping device manufacturers better understand customers’ perceptions, expectations and behaviours to maximize loyalty and profitability.

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