Wednesday Oct 16, 2013

The Evolution of an Era: Customer Experience in Retail

Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction?

The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere.

The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

Monday Feb 04, 2013

Large CX Chasm between Businesses and Customers

Today Oracle announced a new global customer experience (CX) survey, Global Insights on Succeeding in the Customer Experience Era[Read More]

Tuesday Dec 13, 2011

Benchmark Your Company's Customer Service and Support to Grow Profits

How are best-in-Class companies transforming their service and support businesses to drive increased business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

Tuesday Dec 06, 2011

How Do the Best Companies Profit From Service and Support?

Aberdeen Group logoWould you like to learn how Best-in-Class companies are managing and transforming their service and support businesses to drive increased customer and business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

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