Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience

ShepHyken

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence.

How to provide an effortless customer experience

TechSee

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. This week we feature an article by John Boccuzzi Jr.

Use Technology to Enhance Customer Experience

Up Your Service

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. From Customer Service to Customer Experience.

How to Improve Customer Experience Using Cloud Contact Centre Technology

Connect Managed

Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. Let’s Get Acquainted With the Term Customer Experience.

Using AI To Enhance the Customer Experience in Call Centers

Etech GS

In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. The Customer Experience.

Lead with Customer Experience, Not Technology

Solvvy

The post Lead with Customer Experience, Not Technology appeared first on Solvvy

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. CCW Learning & Development Technology

Contact Center Customer Experience Best Practices

Callminer

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

Guest Blog: Which Road Is Your Customer Experience On?

ShepHyken

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Find out now how your customer’s journey is?

7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. Customers, as a result, had commoditized the product.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

ShepHyken

Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Their customers are your customers.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Customer experience strategy CX tools and technology

A Successful Customer Experience Strategy Means Keeping it Consistent

TechSee

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation.

How to Improve Customer Experience Using Cloud Contact Centre Technology

Connect Managed

Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers.

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them. Upgrade your technology.

New Technology Dramatically Helps CX

Beyond Philosophy

Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. The reason for this is simple: customers are not rational! Tapping into Customer Emotions.

Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. But many others look to technology. But technology alone is never the answer. Hesse didn’t talk about customer emotions.

Learn the truth behind different chatbot technologies

Call Center Coach

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help.

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.

How Technology Contributes to Customer Experience

Win the Customer

By being proactive, a company can dazzle its customers with great service. Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. Technology

Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience

ShepHyken

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. gives customers the experience they want.

Identify the Right Technology to Support Customer Experience Programs

Centriam Customer Experience Lab

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience? Customer Experience AnalyticsSoftware choices are obviously growing, but this abundance of choice fuels confusion.

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives.

2018 Customer Experience Trends

The Center for Client Retention

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference.

Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI.

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Why Positive Customer Experience Increases Customer Retention

NICE inContact

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention.

How Does Technology Impact the Customer Experience?

Win the Customer

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences.

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.