Calabrio
JANUARY 23, 2017
Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their response.
Steve DiGioia
JANUARY 23, 2017
This original article was written by Steve DiGioia. A week or so ago I was again taking part in my favorite tweet chat, #custserv , hosted by Marsha Collier , Roy Atkinson , Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can see below: A7: One of my easiest ways to train junior managers has been to have them "walk in the customer's shoes".
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Experience Investigators by 360Connext
JANUARY 23, 2017
So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share their best ideas. (If you’re not sure this is for you, consider the outstanding benefits and approach discussed last week in part 1 of this series.) But assuming you’ve figured out how […].
Beyond Philosophy
JANUARY 23, 2017
Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.
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Uniphore
JANUARY 23, 2017
The future of customer service, is no service. It is said that in a few years’ time, about 85% of all customer relationships, customer interactions, will be managed without having to speak to a human. Now we know that today we are far away from that future state because many larger organizations take millions of calls from customers every week and every month in their call centers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JANUARY 23, 2017
Perhaps one of the most intriguing findings recently published in the Dimension Data Global Contact Centre Benchmarking Report (GCCBR) is that Customer Experience (Cx) is finally being cited as the primary reason for organizations’ strategic development, investment and deployment of digital channels and solutions. In previous years, cost reduction was the primary motivator.
Amity
JANUARY 23, 2017
Yes, you heard correctly. Treat every customer like they are in a subscription model. No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates.
Middlesex Consulting
JANUARY 23, 2017
Most Field Service organizations closely monitor their first-time fix rate (FTFR), which Aberdeen defines as: The resolution of a work order/customer issue on the first service visit. Any repeat visit, secondary truck roll, or service call cannot be for the same issue. While this definition is generally accepted and will be used in this post, at the end of this post I offer another definition that is slightly stricter and will cause you to focus improvement efforts on additional issues.
ShepHyken
JANUARY 23, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? by Mindi Rosser. (CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?
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.
Customer Enthusiast
JANUARY 23, 2017
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Myra Golden
JANUARY 23, 2017
When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. It’s now 3 years later and my son is almost 14. The other day he came to me and said, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m almost 14 with the same room.”.
Topdown
JANUARY 23, 2017
The Temkin Group recently released its annual list of customer experience trends and labeled 2017 “ The Year of Purpose.” For reference, Temkin dubbed last year the Year of Emotion and 2015 the Year of Employees. They strongly feel that 2017 will require companies to focus heavily on purpose.
Myra Golden
JANUARY 23, 2017
When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. It’s now 3 years later my son is almost 14. The other day he came to me and said, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m almost 14 with the same room.”.
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Eptica
JANUARY 23, 2017
Date: Monday, January 23, 2017 Quelle Intelligence Artificielle pour répondre aux enjeux spécifiques du service client ? Published on: January 23, 2017. Author: Olivier Njamfa & Taoufik Massoussi Les technologies cognitives sont des atouts indispensables pour exploiter pleinement les données non structurées du service client, afin d'aider les agents à disposer d’une connaissance clients fine, de fluidifier les conversations et in-fine d’en accroître la qualité.
Service Strategies
JANUARY 23, 2017
On February 2, 1987, Time Magazine’s cover story was titled “Pul-eeze! Will Somebody Help Me? Frustrated American consumers wonder where the service went.” This article painted scenarios of how poor service delivery had become in a multitude of industries such as: banking, airlines, retail, automotive, home services and technology. The article went on further to point out how corporations were facing labor shortage challenges, rising prices and competitive pressures, forcing them to cut costs by
Talkdesk
JANUARY 23, 2017
How many contact center jobs is enough? It’s something that plenty of companies struggle with. On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. On the other, it doesn’t make sense to have agents sitting idly at their desks. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well.
Natalie Petouhof
JANUARY 23, 2017
Tweet As companies take on digital transformation for real, they need to consider the people (their skills and backgrounds), the processes (have they made them digital or they still doing things on spreadsheets?) and the technology (to enable the company to be more digitally oriented.). That all sounds easy, but it is only if a company uses a digital business platform that enables an advanced, an easy-to-use workflow and document / content generation automation capability / Workflow and Content
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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
Talkdesk
JANUARY 23, 2017
How many contact center jobs is enough? It’s something that plenty of companies struggle with. On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. On the other, it doesn’t make sense to have agents sitting idly at their desks. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well.
CSM Magazine
JANUARY 23, 2017
The prediction business is a tricky business. It is a challenge to separate the signal from the noise when you are looking at the trends that are shaping the market. For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core.
Verint
JANUARY 23, 2017
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.
Wired and Dangerous
JANUARY 23, 2017
My mother passed away about 18 months ago. One thing I remember about my mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrated her 90 th birthday I sent her a special arrangement of flowers the week before her birthday! Obviously a very special time and a time for great celebration! I have enjoyed great service and great flowers from Capitol’s Rosemont Gardens in my mom’s hometown for many years so I ordered a “deluxe arrangement
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dscout People Nerds
JANUARY 23, 2017
A primer for researchers on the security of your dscout data.
Kerry Bodine
JANUARY 23, 2017
Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves.
Bold360
JANUARY 23, 2017
From a customers’ point of view, digital transformation in the financial sector might start and finish at their shiny new mobile banking app. The digital presence of a company could be measured by whether their customers can successfully complain about a rude staff member via Twitter. But if you think digital is covered by marketing and technology, you’ve got a lot to learn.
Natalie Petouhof
JANUARY 23, 2017
Tweet Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software is one of the ways companies competitively automate, manage and analyze business processes, data and content and scale operations. And to successfully compete in this increasingly digital world, enterprises need to transform slow, error-prone operations from manual, analog processes to automated digital workflows and document genera
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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