Taylor Reach Group
JULY 17, 2017
By: JD Fairweather. How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids.
Callminer
JULY 18, 2017
Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.
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Uniphore
JULY 18, 2017
Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that. Despite the attempt to replicate the personal experiences shoppers used to experience when interacting with “mom and pop” shops, often times large organizations are simply unable to provide the same personal experience we used to receive.
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.
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Customer Bliss
JULY 20, 2017
This will be a shorter post than normal, but I wanted to put this out there. Sometimes with clients or companies, I’ll hear a concern about launching a full-scale customer experience program because “we’re far behind on it” or, more vaguely, “we already have something like that.” The status quo wins out and sameness persists, even though it’s not engaging customers and rivals are chipping away at market share because of their experiences.
Provide Support
JULY 20, 2017
12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 19, 2017
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.
UJET
JULY 21, 2017
Artificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days. The concept of intelligent, data, or pattern-driven automation is very exciting. Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel.
Taylor Reach Group
JULY 20, 2017
Recently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to brand advocates? I would suggest that there are four steps required to allow brand advocates to blossom; 1.
Uniphore
JULY 20, 2017
Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives. Read More.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Myra Golden Media
JULY 18, 2017
My first job was at Kmart. I was 16. It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. This lesson came through the courtesy of my friend, Beverly Johnson. One Thursday evening, Beverly, just 17, was put in charge because management in our area was gone for the day.
Customer Bliss
JULY 18, 2017
Episode Overview. (Wow, can’t believe we’re at 60 episodes!). One of the interesting things about the CCO role in the last half-decade is that you’re seeing CCOs come from other, more-established parts of the organization. It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO.
DMG Consulting
JULY 19, 2017
DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. 7/19/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. Where: Available at the DMG Consulting online store.
CX Journey
JULY 18, 2017
Image courtesy of GMC Who needs a customer experience executive? Why? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.
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.
ClientSuccess
JULY 21, 2017
Customer Success Innovator of the Year Award. We’re excited to announce the Customer Success Innovator of the Year Award. About the Award. The Customer Success Innovator of the Year is a peer-to-peer recognized award based on innovations that drive results in customer success. “As we meet with customer success executives throughout the world, we’re inspired by their innovations and want to create a platform to recognize these forward thinkers,” said, Dave Blake, Founder and CEO of ClientSu
Confirmit
JULY 19, 2017
AIG is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. As part of their goal to institutionalize a focus on the end customer b AIG wanted to build a Voice of the Customer program that would identidy service improvement opportuntiiues and provide customer intelligence to support
1 to 1
JULY 17, 2017
This article appeared originally in Customer Strategist. Consumers exist in a marketplace that has evolved into a digital landscape of effortless online orders and virtual storefronts. Often lost in the evolution are the physical and sensory elements of the shopping experience. Customers reach out to brands knowing what they want and expecting nothing apart from the exact product.
CX Journey
JULY 21, 2017
Image courtesy of Pixabay You can't just "do CX." There's more to it than that! Have you been tasked with improving the customer experience in your organization? Were you volun-told into a CX role? Were you asked to "do CX" because it's now the topic du jour? Guess what? You can't just "do CX." Transforming the customer experience is much more complex than that simplified command.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Bill Quiseng
JULY 18, 2017
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.
Confirmit
JULY 18, 2017
In customer feedback or research programs, most participants always have their mobile phone with them, so they can provide feedback at scale in a cost-effective way. This can happen even in situations when they would traditionally be considered “offline”, such as when there is no data connection due to poor signal strength or data roaming constraints.
1 to 1
JULY 20, 2017
It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers. Businesses need new models for innovation and growth. I caught up with Charlene Li, principal analyst at Altimeter, a Prophet company, who explained what a modern experience strategy entails and shared.
ProProfs
JULY 21, 2017
A few years back, during my association with a mainstream media organization I had the pleasure of connecting with some of the emerging entrepreneurs (who are now business bigwigs) determined to make an impression in the world of business. One common thing that I noticed about all of them was that they were driven by the ‘common’ goal to excel, deep passion for their work and help others to succeed.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Confirmit
JULY 16, 2017
Providing global Market Research organizations with a complete, one-stop solution for outsourced Market Research services requires a clear understanding about all the operational and project management solutions that MR agencies need so they can focus on their core business. It also requires complete confidence in the systems that deliver these services and use of the most appropriate technology for each client to support specific research objectives.
Confirmit
JULY 19, 2017
It’s always good to hear about the other stories from other companies out there in the world of customer engagement and customer experience. It’s a great reminder of the hard work and enthusiasm there is out there. At the same time, the range of ideas being employed shows a genuine diversity of experience and viewpoints at work in this space.
Confirmit
JULY 17, 2017
Recently, Confirmit and Women in Research (Wire) joined forces to help Market Researchers take advantage of innovations in data visualization, reporting, and storytelling to positively impact the bottom line at our New York City Marker Research Lunch and Learn. I was the event’s first speaker, discussing a topic about which we Product Marketing people are very passionate – storytelling.
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