SlideShare a Scribd company logo
Kinesis CEM, LLC
Drivers of Purchase Intent in the Contact Center Experience in Retail Banking
https://blog.kinesis-cem.com/2014/07/07/drivers-of-positive-impressions-of-the-contact-center-experience-in-retail-banking/
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies.
Mr. Larse can be reached at elarse@kinesis-cem.com.
http://www.kinesis-cem.com
http://www.kinesis-cem.com/bank_mystery_shopping_contact.shtml
kinesis-cem.com 206.285.2900 info@kinesis-cem.com
Drivers of Purchase Intent in
the Contact Center Experience
in Retail Banking
What impresses
customers positively
as a result of a call to
your call center?
Question:
To evaluate the
efficacy of sales
and service
behaviors
The Objective
Mystery shopped
5 banks with
significant North
American
footprints
Methodology
To evaluate the
effectiveness of each
sales behavior
correlated each
behavior to purchase
intent
Analysis Plan
7 behaviors are at
least 3 times more
likely to be present in
calls with positive
purchase intent
compared to negative
This Results
Invite to visit
a branch
1
If on hold, thank
for waiting2
Express
appreciation for
interest/thank
for business
3
Offer
further
assistance
4
Mention/refer
to website
5
Listen
attentively to
your needs
6
Offer to
send
material
7

More Related Content

What's hot

Emotional Inteligence: Build Bonds Between Your Brand and the Customer
Emotional Inteligence: Build Bonds Between Your Brand and the CustomerEmotional Inteligence: Build Bonds Between Your Brand and the Customer
Emotional Inteligence: Build Bonds Between Your Brand and the Customer
Kinesis CEM, LLC
 
When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
When Mystery Shopping Goes Bad: Best Practices to Avoid Common PitfallsWhen Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
Kinesis CEM, LLC
 
Customer Experience Measurement Implications of Changing Branch Networks
Customer Experience Measurement Implications of Changing Branch NetworksCustomer Experience Measurement Implications of Changing Branch Networks
Customer Experience Measurement Implications of Changing Branch Networks
Kinesis CEM, LLC
 
Mass Marketing Retention
Mass Marketing RetentionMass Marketing Retention
Mass Marketing Retention
thefosiswell
 
Customer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love YouCustomer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love You
ClearAction
 
How to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesHow to leverage customer marketing to drive sales
How to leverage customer marketing to drive sales
Gainsight
 
Customer Success Management
Customer Success ManagementCustomer Success Management
Customer Success Management
Nick Mehta
 
Customer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas RebelCustomer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas Rebel
Rant & Rave
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
ClearAction
 
Customer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin HainesCustomer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin Haines
Rant & Rave
 
Customer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceCustomer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer Experience
Gainsight
 
The Age of the Customer, 2018
The Age of the Customer, 2018The Age of the Customer, 2018
The Age of the Customer, 2018
Gainsight
 
The Customer Experience
The Customer ExperienceThe Customer Experience
The Customer Experience
Reema
 
Customer Experience is the Ultimate Competitive Advantage
Customer Experience is the Ultimate Competitive AdvantageCustomer Experience is the Ultimate Competitive Advantage
Customer Experience is the Ultimate Competitive Advantage
SalesChannel International
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
Anjum Sultana
 
The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
 The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh... The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
PHX Startup Week
 
Design for Emotional Value - Create Emotionally Valuable Products and Services
Design for Emotional Value - Create Emotionally Valuable Products and ServicesDesign for Emotional Value - Create Emotionally Valuable Products and Services
Design for Emotional Value - Create Emotionally Valuable Products and Services
Timothy Higginson
 
DemoChimp_Challenger Customer Summary
DemoChimp_Challenger Customer SummaryDemoChimp_Challenger Customer Summary
DemoChimp_Challenger Customer Summary
Jed Morley
 
Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty   Part 3 - Customer Experience (CX)Customer Loyalty   Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)
Gail Carson
 
Aligning Sales and Customer Success
Aligning Sales and Customer SuccessAligning Sales and Customer Success
Aligning Sales and Customer Success
Gainsight
 

What's hot (20)

Emotional Inteligence: Build Bonds Between Your Brand and the Customer
Emotional Inteligence: Build Bonds Between Your Brand and the CustomerEmotional Inteligence: Build Bonds Between Your Brand and the Customer
Emotional Inteligence: Build Bonds Between Your Brand and the Customer
 
When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
When Mystery Shopping Goes Bad: Best Practices to Avoid Common PitfallsWhen Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
 
Customer Experience Measurement Implications of Changing Branch Networks
Customer Experience Measurement Implications of Changing Branch NetworksCustomer Experience Measurement Implications of Changing Branch Networks
Customer Experience Measurement Implications of Changing Branch Networks
 
Mass Marketing Retention
Mass Marketing RetentionMass Marketing Retention
Mass Marketing Retention
 
Customer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love YouCustomer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love You
 
How to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesHow to leverage customer marketing to drive sales
How to leverage customer marketing to drive sales
 
Customer Success Management
Customer Success ManagementCustomer Success Management
Customer Success Management
 
Customer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas RebelCustomer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas Rebel
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
 
Customer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin HainesCustomer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin Haines
 
Customer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceCustomer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer Experience
 
The Age of the Customer, 2018
The Age of the Customer, 2018The Age of the Customer, 2018
The Age of the Customer, 2018
 
The Customer Experience
The Customer ExperienceThe Customer Experience
The Customer Experience
 
Customer Experience is the Ultimate Competitive Advantage
Customer Experience is the Ultimate Competitive AdvantageCustomer Experience is the Ultimate Competitive Advantage
Customer Experience is the Ultimate Competitive Advantage
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
 
The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
 The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh... The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
The Challenger Customer •New Realities of B2B Buying and Selling by Bryan Eh...
 
Design for Emotional Value - Create Emotionally Valuable Products and Services
Design for Emotional Value - Create Emotionally Valuable Products and ServicesDesign for Emotional Value - Create Emotionally Valuable Products and Services
Design for Emotional Value - Create Emotionally Valuable Products and Services
 
DemoChimp_Challenger Customer Summary
DemoChimp_Challenger Customer SummaryDemoChimp_Challenger Customer Summary
DemoChimp_Challenger Customer Summary
 
Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty   Part 3 - Customer Experience (CX)Customer Loyalty   Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)
 
Aligning Sales and Customer Success
Aligning Sales and Customer SuccessAligning Sales and Customer Success
Aligning Sales and Customer Success
 

Viewers also liked

PST Password Recovery
PST Password RecoveryPST Password Recovery
PST Password Recovery
guest4174e4
 
Lectura constitución española
Lectura constitución españolaLectura constitución española
Lectura constitución española
mavimun
 
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003 Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
Jorge González
 
MIIM Short Overview
MIIM Short OverviewMIIM Short Overview
MIIM Short Overview
samuelhuber
 
Inss etic-fabi
Inss etic-fabiInss etic-fabi
Inss etic-fabi
Neon Online
 
Become a Strategic Communicator
Become a Strategic CommunicatorBecome a Strategic Communicator
Become a Strategic Communicator
David Caruso
 
Be here now
Be here nowBe here now
Be here now
garside15
 
Mapa Investigación Longitudinal y Dinámica
Mapa Investigación Longitudinal y DinámicaMapa Investigación Longitudinal y Dinámica
Mapa Investigación Longitudinal y Dinámica
Daya CaRol Hrnn
 
Hospitality lesson1
Hospitality lesson1Hospitality lesson1
Hospitality lesson1
garside15
 
I feria de juegos peep
I feria de juegos peepI feria de juegos peep
I feria de juegos peep
mavimun
 
Aulao contabilidade-onei
Aulao contabilidade-oneiAulao contabilidade-onei
Aulao contabilidade-onei
Neon Online
 
Língua portuguesa msgás - completa
Língua  portuguesa   msgás - completaLíngua  portuguesa   msgás - completa
Língua portuguesa msgás - completa
Neon Online
 
Disabilità intellettiva
Disabilità intellettivaDisabilità intellettiva
Disabilità intellettiva
Silvia Scandura
 
Aula 01 nocoes de administracao afo orçamento publico
Aula 01   nocoes de administracao afo orçamento publicoAula 01   nocoes de administracao afo orçamento publico
Aula 01 nocoes de administracao afo orçamento publico
Neon Online
 
Alms informatica
Alms   informaticaAlms   informatica
Alms informatica
Neon Online
 
Programma Veliero 2016
Programma Veliero 2016Programma Veliero 2016
Programma Veliero 2016
Silvia Scandura
 
Itas ATM refurbishment
Itas ATM refurbishmentItas ATM refurbishment
Itas ATM refurbishment
Dhanasekar Remo
 
Griglia osservazione capacità
Griglia osservazione capacitàGriglia osservazione capacità
Griglia osservazione capacità
imartini
 
I disturbi dello spettro autistico
I disturbi dello spettro autisticoI disturbi dello spettro autistico
I disturbi dello spettro autistico
Portale Autismo
 

Viewers also liked (20)

PST Password Recovery
PST Password RecoveryPST Password Recovery
PST Password Recovery
 
Lectura constitución española
Lectura constitución españolaLectura constitución española
Lectura constitución española
 
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003 Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
Hallazgo de colonia silvestre de Triatoma infestans. Sep 2003
 
MIIM Short Overview
MIIM Short OverviewMIIM Short Overview
MIIM Short Overview
 
Inss etic-fabi
Inss etic-fabiInss etic-fabi
Inss etic-fabi
 
Become a Strategic Communicator
Become a Strategic CommunicatorBecome a Strategic Communicator
Become a Strategic Communicator
 
Silabus dan prosem_ipa
Silabus dan prosem_ipaSilabus dan prosem_ipa
Silabus dan prosem_ipa
 
Be here now
Be here nowBe here now
Be here now
 
Mapa Investigación Longitudinal y Dinámica
Mapa Investigación Longitudinal y DinámicaMapa Investigación Longitudinal y Dinámica
Mapa Investigación Longitudinal y Dinámica
 
Hospitality lesson1
Hospitality lesson1Hospitality lesson1
Hospitality lesson1
 
I feria de juegos peep
I feria de juegos peepI feria de juegos peep
I feria de juegos peep
 
Aulao contabilidade-onei
Aulao contabilidade-oneiAulao contabilidade-onei
Aulao contabilidade-onei
 
Língua portuguesa msgás - completa
Língua  portuguesa   msgás - completaLíngua  portuguesa   msgás - completa
Língua portuguesa msgás - completa
 
Disabilità intellettiva
Disabilità intellettivaDisabilità intellettiva
Disabilità intellettiva
 
Aula 01 nocoes de administracao afo orçamento publico
Aula 01   nocoes de administracao afo orçamento publicoAula 01   nocoes de administracao afo orçamento publico
Aula 01 nocoes de administracao afo orçamento publico
 
Alms informatica
Alms   informaticaAlms   informatica
Alms informatica
 
Programma Veliero 2016
Programma Veliero 2016Programma Veliero 2016
Programma Veliero 2016
 
Itas ATM refurbishment
Itas ATM refurbishmentItas ATM refurbishment
Itas ATM refurbishment
 
Griglia osservazione capacità
Griglia osservazione capacitàGriglia osservazione capacità
Griglia osservazione capacità
 
I disturbi dello spettro autistico
I disturbi dello spettro autisticoI disturbi dello spettro autistico
I disturbi dello spettro autistico
 

Similar to Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Mystery Shopping Best Practices - Define Objectives
Mystery Shopping Best Practices - Define ObjectivesMystery Shopping Best Practices - Define Objectives
Mystery Shopping Best Practices - Define Objectives
Kinesis CEM, LLC
 
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
Kinesis CEM, LLC
 
Compliance and Sales Effectiveness Go Hand In Hand
Compliance and Sales Effectiveness Go Hand In HandCompliance and Sales Effectiveness Go Hand In Hand
Compliance and Sales Effectiveness Go Hand In Hand
Kinesis CEM, LLC
 
Own the Call: A Key to Customer Loyalty
Own the Call: A Key to Customer LoyaltyOwn the Call: A Key to Customer Loyalty
Own the Call: A Key to Customer Loyalty
Kinesis CEM, LLC
 
Beyond needs analysis ask motivational questions
Beyond needs analysis   ask motivational questionsBeyond needs analysis   ask motivational questions
Beyond needs analysis ask motivational questions
Kinesis CEM, LLC
 
By Design: Mystery Shopping Design Aligned with Brand Objectives
By Design:  Mystery Shopping Design Aligned with Brand ObjectivesBy Design:  Mystery Shopping Design Aligned with Brand Objectives
By Design: Mystery Shopping Design Aligned with Brand Objectives
Kinesis CEM, LLC
 
Turning Customer Advocay on its Head
Turning Customer Advocay on its HeadTurning Customer Advocay on its Head
Turning Customer Advocay on its Head
Kinesis CEM, LLC
 
Loyalty / Engagement Segmentation
Loyalty / Engagement SegmentationLoyalty / Engagement Segmentation
Loyalty / Engagement Segmentation
Kinesis CEM, LLC
 
5 Steps to Make Frontline Employees Authentic Representatives of the Brand
5 Steps to Make Frontline Employees Authentic Representatives of the Brand5 Steps to Make Frontline Employees Authentic Representatives of the Brand
5 Steps to Make Frontline Employees Authentic Representatives of the Brand
Kinesis CEM, LLC
 
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
Kinesis CEM, LLC
 
Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator
Calculating ROI - A Simple Intuitive Customer Experience ROI CalculatorCalculating ROI - A Simple Intuitive Customer Experience ROI Calculator
Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator
Kinesis CEM, LLC
 
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
Kinesis CEM, LLC
 
5 Habits of Highly Effective Marketers
5 Habits of Highly Effective Marketers5 Habits of Highly Effective Marketers
5 Habits of Highly Effective Marketers
DemandWave
 
Women In Automotive 2017 - Candice Crane
Women In Automotive 2017 - Candice CraneWomen In Automotive 2017 - Candice Crane
Women In Automotive 2017 - Candice Crane
Christina Fowinkle
 
The cmo's blueprint_for_strategy_in_the_age_of_the_customer
The cmo's blueprint_for_strategy_in_the_age_of_the_customerThe cmo's blueprint_for_strategy_in_the_age_of_the_customer
The cmo's blueprint_for_strategy_in_the_age_of_the_customer
Planimedia
 
Beyond Conversions: Strategies for Retaining Customers
Beyond Conversions: Strategies for Retaining CustomersBeyond Conversions: Strategies for Retaining Customers
Beyond Conversions: Strategies for Retaining Customers
Maxwell Folley
 
BMR Retailers Consumer Financing Program
BMR Retailers Consumer Financing ProgramBMR Retailers Consumer Financing Program
BMR Retailers Consumer Financing Program
bmr_enterprises
 
5 Steps to Launch a Full-Funnel ABM Strategy
5 Steps to Launch a Full-Funnel ABM Strategy5 Steps to Launch a Full-Funnel ABM Strategy
5 Steps to Launch a Full-Funnel ABM Strategy
Demandbase
 
Article with Title
Article with TitleArticle with Title
Article with Title
Ali Malik
 
Buyerlytics is the Science of Selling using analytics at the point of contact...
Buyerlytics is the Science of Selling using analytics at the point of contact...Buyerlytics is the Science of Selling using analytics at the point of contact...
Buyerlytics is the Science of Selling using analytics at the point of contact...
Infinity Contact
 

Similar to Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking (20)

Mystery Shopping Best Practices - Define Objectives
Mystery Shopping Best Practices - Define ObjectivesMystery Shopping Best Practices - Define Objectives
Mystery Shopping Best Practices - Define Objectives
 
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
Measure and Motivate the Right Contact Center Agent Behaviors: Those With The...
 
Compliance and Sales Effectiveness Go Hand In Hand
Compliance and Sales Effectiveness Go Hand In HandCompliance and Sales Effectiveness Go Hand In Hand
Compliance and Sales Effectiveness Go Hand In Hand
 
Own the Call: A Key to Customer Loyalty
Own the Call: A Key to Customer LoyaltyOwn the Call: A Key to Customer Loyalty
Own the Call: A Key to Customer Loyalty
 
Beyond needs analysis ask motivational questions
Beyond needs analysis   ask motivational questionsBeyond needs analysis   ask motivational questions
Beyond needs analysis ask motivational questions
 
By Design: Mystery Shopping Design Aligned with Brand Objectives
By Design:  Mystery Shopping Design Aligned with Brand ObjectivesBy Design:  Mystery Shopping Design Aligned with Brand Objectives
By Design: Mystery Shopping Design Aligned with Brand Objectives
 
Turning Customer Advocay on its Head
Turning Customer Advocay on its HeadTurning Customer Advocay on its Head
Turning Customer Advocay on its Head
 
Loyalty / Engagement Segmentation
Loyalty / Engagement SegmentationLoyalty / Engagement Segmentation
Loyalty / Engagement Segmentation
 
5 Steps to Make Frontline Employees Authentic Representatives of the Brand
5 Steps to Make Frontline Employees Authentic Representatives of the Brand5 Steps to Make Frontline Employees Authentic Representatives of the Brand
5 Steps to Make Frontline Employees Authentic Representatives of the Brand
 
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizi...
 
Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator
Calculating ROI - A Simple Intuitive Customer Experience ROI CalculatorCalculating ROI - A Simple Intuitive Customer Experience ROI Calculator
Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator
 
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
Not All Customer Experience Variation is Equal - Use Control Charts to Identi...
 
5 Habits of Highly Effective Marketers
5 Habits of Highly Effective Marketers5 Habits of Highly Effective Marketers
5 Habits of Highly Effective Marketers
 
Women In Automotive 2017 - Candice Crane
Women In Automotive 2017 - Candice CraneWomen In Automotive 2017 - Candice Crane
Women In Automotive 2017 - Candice Crane
 
The cmo's blueprint_for_strategy_in_the_age_of_the_customer
The cmo's blueprint_for_strategy_in_the_age_of_the_customerThe cmo's blueprint_for_strategy_in_the_age_of_the_customer
The cmo's blueprint_for_strategy_in_the_age_of_the_customer
 
Beyond Conversions: Strategies for Retaining Customers
Beyond Conversions: Strategies for Retaining CustomersBeyond Conversions: Strategies for Retaining Customers
Beyond Conversions: Strategies for Retaining Customers
 
BMR Retailers Consumer Financing Program
BMR Retailers Consumer Financing ProgramBMR Retailers Consumer Financing Program
BMR Retailers Consumer Financing Program
 
5 Steps to Launch a Full-Funnel ABM Strategy
5 Steps to Launch a Full-Funnel ABM Strategy5 Steps to Launch a Full-Funnel ABM Strategy
5 Steps to Launch a Full-Funnel ABM Strategy
 
Article with Title
Article with TitleArticle with Title
Article with Title
 
Buyerlytics is the Science of Selling using analytics at the point of contact...
Buyerlytics is the Science of Selling using analytics at the point of contact...Buyerlytics is the Science of Selling using analytics at the point of contact...
Buyerlytics is the Science of Selling using analytics at the point of contact...
 

More from Kinesis CEM, LLC

Mystery Shopping in the Coronavirus Age
Mystery Shopping in the Coronavirus AgeMystery Shopping in the Coronavirus Age
Mystery Shopping in the Coronavirus Age
Kinesis CEM, LLC
 
Best practices in Casino Mystery Shopping
Best practices in Casino Mystery ShoppingBest practices in Casino Mystery Shopping
Best practices in Casino Mystery Shopping
Kinesis CEM, LLC
 
Business Case and Implications for Consistency in the Customer Experience
Business Case and Implications for Consistency in the Customer ExperienceBusiness Case and Implications for Consistency in the Customer Experience
Business Case and Implications for Consistency in the Customer Experience
Kinesis CEM, LLC
 
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
Kinesis CEM, LLC
 
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
Kinesis CEM, LLC
 
Change in Customer Behavior Based on the Customer Experience
Change in Customer Behavior Based on the Customer ExperienceChange in Customer Behavior Based on the Customer Experience
Change in Customer Behavior Based on the Customer Experience
Kinesis CEM, LLC
 
Key to Customer Experience Research Success: The Professional Art of Question...
Key to Customer Experience Research Success: The Professional Art of Question...Key to Customer Experience Research Success: The Professional Art of Question...
Key to Customer Experience Research Success: The Professional Art of Question...
Kinesis CEM, LLC
 
Best Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience MeasurementBest Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience Measurement
Kinesis CEM, LLC
 

More from Kinesis CEM, LLC (8)

Mystery Shopping in the Coronavirus Age
Mystery Shopping in the Coronavirus AgeMystery Shopping in the Coronavirus Age
Mystery Shopping in the Coronavirus Age
 
Best practices in Casino Mystery Shopping
Best practices in Casino Mystery ShoppingBest practices in Casino Mystery Shopping
Best practices in Casino Mystery Shopping
 
Business Case and Implications for Consistency in the Customer Experience
Business Case and Implications for Consistency in the Customer ExperienceBusiness Case and Implications for Consistency in the Customer Experience
Business Case and Implications for Consistency in the Customer Experience
 
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cau...
 
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
Critical Incident Technique - A Tool to Identify and Prepare for Your Moments...
 
Change in Customer Behavior Based on the Customer Experience
Change in Customer Behavior Based on the Customer ExperienceChange in Customer Behavior Based on the Customer Experience
Change in Customer Behavior Based on the Customer Experience
 
Key to Customer Experience Research Success: The Professional Art of Question...
Key to Customer Experience Research Success: The Professional Art of Question...Key to Customer Experience Research Success: The Professional Art of Question...
Key to Customer Experience Research Success: The Professional Art of Question...
 
Best Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience MeasurementBest Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience Measurement
 

Recently uploaded

AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...
Auxis Consulting & Outsourcing
 
STEPIC Innovations 2026 futurism publications
STEPIC Innovations 2026 futurism publicationsSTEPIC Innovations 2026 futurism publications
STEPIC Innovations 2026 futurism publications
mcynthus
 
Case study on Indian Ecommerce logistics
Case study on Indian Ecommerce logisticsCase study on Indian Ecommerce logistics
Case study on Indian Ecommerce logistics
UnheardShayari
 
foodgasm restaurant and Bar pune road.docx
foodgasm restaurant and Bar pune road.docxfoodgasm restaurant and Bar pune road.docx
foodgasm restaurant and Bar pune road.docx
PraghyaBhandari
 
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual TrainingpptxYou Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
Cynthia Clay
 
Top Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdfTop Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdf
Top IT Marketing
 
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAAPAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
lawrenceads01
 
Torajatoto : Aman Terpercaya Di indonesia
Torajatoto : Aman Terpercaya Di indonesiaTorajatoto : Aman Terpercaya Di indonesia
Torajatoto : Aman Terpercaya Di indonesia
olivcakep2
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
Jindal Global University, Sonipat Haryana 131001
 
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
itnewsafrica
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
Workforce Group
 
Millionaire track government application
Millionaire track government applicationMillionaire track government application
Millionaire track government application
pragyasharma659549
 
Connected Small Boat Protection Solution | July 2024
Connected Small Boat Protection Solution | July  2024Connected Small Boat Protection Solution | July  2024
Connected Small Boat Protection Solution | July 2024
Hector Del Castillo, CPM, CPMM
 
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital Banking
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital  BankingCheslyn Jacobs- TymeBank: Building Consumer Trust in Digital  Banking
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital Banking
itnewsafrica
 
Zodiac Signs and Fashion: Dressing to Suit Your Astrological Style
Zodiac Signs and Fashion: Dressing to Suit Your Astrological StyleZodiac Signs and Fashion: Dressing to Suit Your Astrological Style
Zodiac Signs and Fashion: Dressing to Suit Your Astrological Style
my Pandit
 
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family FoundationPatrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
Patrick Dwyer Merrill Lynch
 
Retail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slidesRetail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slides
JairSemexant
 
شركات إبراهيم العرجاني: لدعم الاقتصاد المصري
شركات إبراهيم العرجاني: لدعم الاقتصاد المصريشركات إبراهيم العرجاني: لدعم الاقتصاد المصري
شركات إبراهيم العرجاني: لدعم الاقتصاد المصري
إبراهيم العرجاني
 
MEA Union Budget 2024-25 Final Presentation
MEA Union Budget 2024-25 Final PresentationMEA Union Budget 2024-25 Final Presentation
MEA Union Budget 2024-25 Final Presentation
PhysicsUtu
 
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdfBBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
mcdopex6
 

Recently uploaded (20)

AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...
 
STEPIC Innovations 2026 futurism publications
STEPIC Innovations 2026 futurism publicationsSTEPIC Innovations 2026 futurism publications
STEPIC Innovations 2026 futurism publications
 
Case study on Indian Ecommerce logistics
Case study on Indian Ecommerce logisticsCase study on Indian Ecommerce logistics
Case study on Indian Ecommerce logistics
 
foodgasm restaurant and Bar pune road.docx
foodgasm restaurant and Bar pune road.docxfoodgasm restaurant and Bar pune road.docx
foodgasm restaurant and Bar pune road.docx
 
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual TrainingpptxYou Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
 
Top Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdfTop Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdf
 
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAAPAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
PAWFESSIONAL ELVA MAX.pdfAAAAAAAAAAAAAAAAAAA
 
Torajatoto : Aman Terpercaya Di indonesia
Torajatoto : Aman Terpercaya Di indonesiaTorajatoto : Aman Terpercaya Di indonesia
Torajatoto : Aman Terpercaya Di indonesia
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
 
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
Anton Grutzmache- Ominisient: The Data Revolution in Banking: From Scoring Cr...
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
 
Millionaire track government application
Millionaire track government applicationMillionaire track government application
Millionaire track government application
 
Connected Small Boat Protection Solution | July 2024
Connected Small Boat Protection Solution | July  2024Connected Small Boat Protection Solution | July  2024
Connected Small Boat Protection Solution | July 2024
 
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital Banking
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital  BankingCheslyn Jacobs- TymeBank: Building Consumer Trust in Digital  Banking
Cheslyn Jacobs- TymeBank: Building Consumer Trust in Digital Banking
 
Zodiac Signs and Fashion: Dressing to Suit Your Astrological Style
Zodiac Signs and Fashion: Dressing to Suit Your Astrological StyleZodiac Signs and Fashion: Dressing to Suit Your Astrological Style
Zodiac Signs and Fashion: Dressing to Suit Your Astrological Style
 
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family FoundationPatrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
Patrick Dwyer Merrill Lynch - Founder of the Dwyer Family Foundation
 
Retail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slidesRetail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slides
 
شركات إبراهيم العرجاني: لدعم الاقتصاد المصري
شركات إبراهيم العرجاني: لدعم الاقتصاد المصريشركات إبراهيم العرجاني: لدعم الاقتصاد المصري
شركات إبراهيم العرجاني: لدعم الاقتصاد المصري
 
MEA Union Budget 2024-25 Final Presentation
MEA Union Budget 2024-25 Final PresentationMEA Union Budget 2024-25 Final Presentation
MEA Union Budget 2024-25 Final Presentation
 
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdfBBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
 

Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking