Beyond Philosophy

OCTOBER 1, 2015

When it comes to brands and their related experience, it’s critical that you KISS it. Simple works for your bottom line. However, we also want a strategy that drives value and provides a return to the bottom line. My guess is the majority of you would say take the easy way. I certainly would. Do you know?

Customer Experience 408

Customer Experience Morale Advertising Consulting 408

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. There are various CX maturity models, but they share some common characteristics. What is Customer Experience Maturity?

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Beyond Philosophy

SEPTEMBER 3, 2020

It is critical to remember that people won’t trust you just because you’ve turned up. ” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. Building trust with customers is vital. He’s right!”

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

AUGUST 21, 2021

We designed our five rules to help change your focus to what matters to customers to drive results for your bottom line. Here are some critical moments in the discussion: 03:37 Colin explains how doing your homework means digging deeper on what customers really want so you know what drives value for your customers in your experience.

Finance 195

Finance Consulting Consulting Best practices 195

customer sure

MARCH 18, 2024

A VoC programme which not only prioritises insights for service improvement, but – critically — enables real-time service recovery will: Enhance customer satisfaction , leading to greater spend, cross-sell, and upsell. Getting Voice of the Customer right isn’t a ‘nice to have’, it’s a competitive advantage.

Feedback 62

Feedback CRM Upselling Metrics 62

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.

Consulting 321

Consulting Consulting Customer emotions Personalization 321

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

Beyond Philosophy

OCTOBER 8, 2020

You might have noticed that the global pandemic isn’t doing much for your bottom line. Therefore, if your target was to achieve X amount of savings, thinking laterally is critical. Therefore, if your target was to achieve X amount of savings, thinking laterally is critical. Strive for balance.

Consulting 434

Consulting Consulting Call Center Advertising 434

Fonolo

JANUARY 31, 2024

You could start by: • optimizing staffing levels, • improving and automating call routing strategies, • enhancing your IVR system, • and implementing a call-back solution. Abandonment rate is still considered a critical metric because it can signal to management various other problems in the call center. No kidding, right?

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Global Response

MARCH 25, 2024

This leads to enhanced customer satisfaction, increased loyalty, higher retention rates, and, ultimately, a better bottom line. Moments of truth are critical opportunities to exceed customer expectations and gain loyalty. Excellent customer service aims to anticipate and meet needs before customers are even aware of them.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. We have a new concept called Customer Science.

CRM 348

CRM Technology Personalization Contact Center 348

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX). What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. It’s a customer-centric answer, and we know how critical customer-centricity is. It’s an interesting question. My knee-jerk reaction is to say, where they are. My knee-jerk reaction is to say, where they are. Consider the time before the iPhone.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus. Can you help us?”.

Customer Service 418

Customer Service Customer Experience 418

Callminer

SEPTEMBER 14, 2020

Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Kimberly Porter.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Anexa BPO

NOVEMBER 10, 2023

One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Support your findings with facts.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you. Maybe you are not convinced. I can understand that.

Consulting 194

Consulting Consulting Customer Experience Marketing 194

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. It’s a powerful tool for CX measurement and optimization. Your customers are talking, and they have a lot to say.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Nicereply

JUNE 20, 2023

Kristina McDougall , Founder of Artemis Canada , has been working in recruiting for over 20 years and has watched CX develop as a function with many roles. Kristina: CX has really evolved over the past decade. The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

24-7 InTouch

NOVEMBER 3, 2023

A digital transformation has emerged as a critical strategy for brands across all industries. As technology continues to advance and consumer expectations for personalized experiences rise, companies are leveraging generative artificial intelligence (AI) to revolutionize the online customer experience (CX).

Personalization 52

Personalization Technology Customer retention Customer Care 52

Talkdesk

DECEMBER 1, 2020

Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Global Response

FEBRUARY 26, 2024

Improving your customer service sets your company apart from competitors and improves your bottom line. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. We all know it when we see and experience it.

Call Center 62

Call Center Customer Service outsourcing CRM 62

COPC

OCTOBER 31, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1). The role of a vendor manager is critical. Vendor Manager Role.

Management 79

Management outsourcing Government Multichannel 79

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

Beyond Philosophy

FEBRUARY 1, 2021

Through COVID-19, the triple bottom line of people, profit, and the planet has become more important than ever. . This means that this trend has reached a tipping point with a critical mass of people expecting organizations to act with integrity and purpose. I know what Hyundai were onto. Why is this important?

Marketing 369

Marketing Consulting Consulting Construction 369

Anexa BPO

FEBRUARY 11, 2023

In today’s fast-paced business environment, contact centers are a crucial component of any organization’s customer engagement strategy. This projection is mirrored in the travel industry, which could see an $833 million revenue surge by giving agents the authority to make bottom-line decisions. This is frustrating!

Customer Service 52

Customer Service Contact Center Scripts outsourcing 52

Beyond Philosophy

FEBRUARY 3, 2022

Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . But it isn’t. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. One of our listeners in Finland, Anna, is in a pickle.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Anexa BPO

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. It fully supports the critical “customer-first approach” and deepens understanding of the voice of the customer (VoC).

Customer Experience 52

Customer Experience Feedback outsourcing Wait times 52

TechSee

AUGUST 26, 2020

For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels. When employees are not fully engaged or do not feel empowered, their lack of motivation can negatively influence CX. Companies have taken note.

Self service 124

Self service Customer effort Multichannel Metrics 124

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. New Challenges for Call Centers in 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. CX excellence requires an agile approach to digital change. CX excellence requires an agile approach to digital change. The bottom line—quality customer care is highly dependent on digital performance.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? The harmony between a brand and its users, the very heart of customer experience (CX), has emerged as the keystone of modern commerce. So, fasten your seatbelts, because we’re about to explore why CX is something no business can afford to ignore. What is customer experience (CX)?

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Beyond Philosophy

MARCH 23, 2016

Define the customer strategy. The cross-functional nature is critical because it ensures everyone understands the various customer interactions with each department and how that translates to and affects the end-to-end experience. Competition is fierce in our global economy. Silos tend to form based on the function of a department.

Chief Customer Officer 284

Chief Customer Officer Engineering Call Center Consulting 284