Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.


Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. Customer Experience Touchpoint Mapping Listen or Die Customer Service

5 Top Customer Service Articles for the Month of June 2018


Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers.

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Wow have times changed in the past 5 years with the emergence of social customer service! But has social customer service really arrived?

Attract Amazing Talent with the Right Customer Service Job Description


Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.

Websites lead the way for UK customer service


Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Self-service is an attractive channel to both the public and businesses.

11 Contact Center Technologies to Boost Customer Satisfaction


According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.

Productivity Drives Customer Engagement

Natalie Petouhof

One is productivity and it’s affect on customer engagement. 1) What brands need is a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks. Service, with significant productivity enhancements to help businesses and workers achieve more. How Does Productivity Affect Customer Engagement?

Contact Center AI – What’s out there?


From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. Capturing Customer Data. Accurately Predicting Customer Behavior.

Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

Robert C. Davis and Associates

More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). It is the kind of CX your company is trying to create for your customers but is focused on your internal customers (your employees). Call Center Training Customer Service Resources call center operations call center training contact center training customer contact center consulting Customer Contact Centers training and coaching value of coaching

Amazing Business Radio: Anthony Goonetilleke


Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? But Millennials and Generation Z want more convenient service on the technologies that they prefer.

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!


I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited to speak by an ex colleague who I had not seen since 2001!!! Last week also saw the UK media rife with stories about fake online customer reviews.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Able to adapt with the future additions and expansions of your other service bundles. Peter Abah is the Head of Customer Support at Hotels.ng.

Someone Who Loves Zappos.com Loves You


employees about their own positive customer experience. I have been buying shoes from Zappos.com since 2001. While everyone talks about excellent customer service, Zappos.com is a leader in putting the theory into practice. They pursued customer delight.

Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers.

9 Ways Your Employees Waste Time at Work

Toister Performance Solutions

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Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Piramal is a Pharmaceutical Contract Development and Manufacturing Organization, offering end-to-end services required to bring a drug to the market place faster and is renowned for its quality and reliability.

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CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success


Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success.