Callminer

JULY 25, 2017

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

Technology 182

Technology Technology 182

Beyond Philosophy

JULY 26, 2017

When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price.

Manufacturing 120

Manufacturing Social Media Start-ups Customer Experience 120

Uniphore

JULY 25, 2017

Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR , a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest.

Technology 100

Technology Technology Customer Service 100

Heart of the Customer

JULY 27, 2017

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience. This post is dedicated to those who have a passion […]. The post “I’m new to CX – what do I do?

CX 94

CX Customer Experience 94

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DMG Consulting

JULY 26, 2017

The Making of Great Agents (whitepaper). 7/1/2017. By Donna Fluss. Introduction. Great agents are not born that way; they are developed by companies who invest in their success and support them along their journey. While it’s true that outstanding representatives start with excellent interpersonal skills, strong customer service and/or sales acumen, a comfort level in using systems and applications, and the ability to multi-task, this is just a small portion of what makes them great.

Sales 67

Sales Customer Service Scorecard Contact Center 67

Beyond Philosophy

JULY 24, 2017

So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.

Finance 111

Finance Sales Start-ups Customer Experience 111

Customer Bliss

JULY 25, 2017

Episode Overview. Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization.

Healthcare 0

Healthcare CX Voice of the Customer Customer Experience 0

1 to 1

JULY 24, 2017

This article appeared originally in Customer Strategist. For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. The store closings are symptomatic of a larger trend: consumers are increasingly eschewing stores for online retailers that offer virtually endless aisles and fast deliveries.Still, some retailers have managed to not only survive but thrive in the face of t.

Retail 58

Retail 58

Provide Support

JULY 26, 2017

How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.

Customer Service 56

Customer Service Customer Experience 56

Uniphore

JULY 26, 2017

By automating functions in both the back and front office of the contact center, organizations can reduce errors, improve agents’ efficiencies and deliver enhanced customer service. Read More.

Contact Center 50

Contact Center Customer Service 50

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.

Retail

Confirmit

JULY 25, 2017

I’m lucky enough to spend much of my time talking to Confirmit’s Customer Experience experts and our customers about some of the most important best practices and approaches to running a Voice of the Customer program. It means I know what businesses can achieve through these initiatives and the capabilities of the technologies that support them.

Retail 49

Retail Voice of the Customer Gaming Sales 49

1 to 1

JULY 26, 2017

Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year.

Contact Center 50

Contact Center Customer Satisfaction 50

CX Journey

JULY 25, 2017

Image courtesy of Pixabay Is your company a CX Loser or a CX Winner? If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are! And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

CX 38

CX Education Start-ups Customer Experience 38

Customer Bliss

JULY 27, 2017

I’ve done some work over the past few years with Viveka Von Rosen , a foremost LinkedIn expert. Recently, she and an impressive suite of co-founders launched Vengreso , a digital sales acceleration platform. Vengreso teaches social selling and more. They already have actionable posts on their blog about LinkedIn lead generation , for example, and are creating social selling boot camps.

Sales 27

Sales 27

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.

Voice of the Customer

Confirmit

JULY 26, 2017

In 2012, RS Components embarked on an enterprise-wide transformation to improve its ability to compete on a global scale, serving over 1 million customers. As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

In 2012, RS Components embarked on an enterprise-wide transformation to improve its ability to compete on a global scale, serving over 1 million customers. As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 25, 2017

Top-performing businesses pay close attention to how their customers feel about their experiences with a product, brand or business. Solutions including Voice of the Customer (VoC) programs can help deliver those crucial insights. In this panel of experts on this Roundtable webinar, learn how listening to the Voice of the Customer can increase profits and productivity across your entire organization.

Voice of the Customer 40

Voice of the Customer Non-Profits VOC Customer Experience 40

Confirmit

JULY 24, 2017

Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. But that doesn’t mean businesses can’t make well-informed, proactive decisions based on more data-centric predictions.

Predictive Analytics 40

Predictive Analytics CX Voice of the Employee Customer Experience 40

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?

Technology

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis. Joy King, Executive Director of Be The Match Foundation and Linda Abress, VP of Donor Services kicked off the event by explaining the Be The Match organization, which matches patients requiring a bone marro

Innovation 40

Innovation CX Net Promoter Score NPS 40

Confirmit

JULY 26, 2017

Mobile is not an optional survey channel. It is a full-blown catalyst for business transformation. If you want respondents to take your survey – make it mobile and forget about connectivity. It’s so 2010. Smart Market Researchers are increasing response rates by combining online with offline mobile app research using a single survey. Technology is at the center of this “seamless” or single survey experience as it provides a consistent survey look and feel across channels

Technology 40

Technology Technology 40