Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do.

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ShepHyken

NOVEMBER 15, 2017

One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way. For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way.

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Wait times Accountability Customer Service Personalization 206

Contact Center Pipeline

NOVEMBER 15, 2017

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information about systems, processes, policies and procedures. Add to that the stress of interacting with customers when you’re still learning the ropes and it’s easy to see why so many new-hires exit […].

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Contact Center Call Center 127

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.

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Feedback Metrics Customer Experience Technology 121

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Perhaps you’re a customer service rep who thrives in the workplace, and are thinking to yourself, “Do I have what it takes to grow in this profession?

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Customer Service Agent burnout Best practices Call Center 100

Influitive

NOVEMBER 15, 2017

As we get closer to Advocamp 2017 (this Dec. 6-8 in San Francisco), the excitement is building around our amazing lineup of presenters. Advocamp is the biggest customer experience, engagement & advocacy event of the year, uniting hundreds of marketing, sales, and CS leaders from across the world. We’re thrilled to highlight some of the.

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Marketing Sales Customer Experience B2B 85

Customer Experience Matters

NOVEMBER 15, 2017

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.

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Customer centricity Enterprise Metrics Customer Experience 67

Quadient

NOVEMBER 15, 2017

Back when we were still GMC Software in the early 2000s, Quadient set the standard at the time for personalization software with our PrintNet Solutions Portfolio. Our tagline was literally "The New Standard in Personalized Communications". At the time, we couldn't imagine that in 2017, new channels in online and mobile would ensure that personalization was still all the rage.

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Personalization 59

Bright Pattern

NOVEMBER 15, 2017

Gartner owned online review site, Capterra, is “ always looking for ways to make buying the right software easier for businesses ”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. Bright Pattern was awarded four out of four possible badges which include; best functionality, best support, best value and most recommended.

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Contact center software Contact Center 59

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

CX Advantage Walker

NOVEMBER 15, 2017

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. In-depth interviews During the in-depth interviews we asked what companies are doing to prepare for the.

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Personalization Customer centricity Enterprise Customer Experience 54

Cyara

NOVEMBER 15, 2017

As well as being the topic of the moment, Artificial Intelligence (AI) is a subject close to my heart — my honors thesis and masters studies at university in the late 80s were focused on deep learning and artificial neural networks (ANN). The O'Reilly Artificial Intelligence Conference held recently in San Francisco offered a lot of valuable insights into how AI is increasingly being applied in all sorts of industries, and increasingly so in the customer service space.

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Engineering Customer Service Customer Experience 52

The Center for Client Retention

NOVEMBER 15, 2017

This week, we are sharing a #DeepCXThought about the importance in each step of an interaction to building longstanding customer loyalty. #CX #CustServ.

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Cyara

NOVEMBER 15, 2017

In a recent blog post, Enabling and Accelerating the Top 6 Goals of Innovative CX Leaders , we shared that many of our customers are undergoing Agile and DevOps transformations. Following on from that, we found that some of the common DevOps challenges highlighted by Mike Kavis in this Forbes article could be applied to CX teams in particular as they transition to Agile/DevOps.

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Customer Experience 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings. Translate that to your company, and it becomes a good proxy definition for culture.

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Morale Banking Technology Personalization 50

Quadient

NOVEMBER 15, 2017

Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX. This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon.

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Customer Experience 45

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages.

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Enterprise Journey mapping Management Benchmark 40

Quadient

NOVEMBER 15, 2017

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and b

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Advertising Marketing 45

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

PanTerra

NOVEMBER 15, 2017

Now that Cloud Computing has been around for over a decade, many of us are wondering, “How did we get from there to here?” It’s been many years in the making, but cloud-based systems provide businesses with more security, higher levels of reliability and best of all, it gives businesses flexibility.

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Quadient

NOVEMBER 15, 2017

I began this blog series by stating you can try to create a successful company, but it won’t come together unless there is smart data management at the heart. The core of smart data management itself is a Single Customer View (SCV). With a SCV, you can provide users with the information they need, when they need it, without disturbing the day-to-day operation of these systems.

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Management 40

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. However, the melding of customer service capabilities with traditional back office functionality, such as order tracking, fulfilment, billing, and new account creation has been slow to occur.

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Contact Center Enterprise outsourcing Accountability 31

Quadient

NOVEMBER 15, 2017

Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.

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Surveys Enterprise 40

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Kayako

NOVEMBER 15, 2017

Last month I switched gyms. I didn’t have a major issue with the old one. The monthly cost was pretty average and I visited regularly, but I didn’t feel particularly valued. No one really checked in with me after my induction and their communication style was really impersonal. At the new place, I already feel part of a community. The staff start friendly conversations with me.

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SaaS Engineering Real estate Sales 66

Quadient

NOVEMBER 15, 2017

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

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Analytics Enterprise Marketing Management 40

Comm100

NOVEMBER 15, 2017

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its own. Frustrated, you hang up. Your problem has not been resolved.

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First call resolution Metrics Best practices Customer Service 43

Quadient

NOVEMBER 15, 2017

Transforming an organization’s approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met. In this article we review what some of those critical success factors are and why they can have such an impact on the success or failure of a customer experience executive’s efforts.

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Customer centricity Customer Experience 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Avaya

NOVEMBER 15, 2017

Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer experience is the sum of all interactions, transactions, and reactions that a customer has with your brand organization-wide. Customer experience is really about how your customer perceives the experience you deliver.

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Customer Experience Analytics Accountability Personalization 72

Quadient

NOVEMBER 15, 2017

We have spent the last 18 months working to unite three leading software providers under a net-new brand – Quadient. Quadient combines the capabilities of three Neopost sister companies, GMC Software, Human Inference and Satori Software into one technology portfolio of solutions designed to improve customer experience across print, digital and social channels.

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Technology Customer Experience 40

aircall

NOVEMBER 15, 2017

Aircall customers have always enjoyed the ability to assign multiple employees to a single phone line — or multiple phone lines to a single employee. But as they continue to add more staff, managing every employee assignment on an individual basis becomes a real headache. That’s why we’re excited to announce our TEAMS feature. What’s New. Thanks to this product update, you can now: Create customized teams based on geography, department, skill, etc.

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Call Center Accountability Sales Management 76