Horizon CX

The Power (and problem) of Profanity

Horizon CX

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing.

NPS 130

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

The Power of Classroom Learning

Horizon CX

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Course 141

Delivering on Desired and Intentional Customer Experiences

Horizon CX

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

The Power of Effective CX Leadership

Horizon CX

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one.

The Power of Commitment in CX

Horizon CX

The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it.

The Power of Listening

Horizon CX

A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that?

A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

Stop Spinning Your CX Wheels

Horizon CX

For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is.

Course 151

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Power of Positivity

Horizon CX

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

How Context Drives Great Customer Experience

Horizon CX

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.

The Power of Customer-Centric Solutions

Horizon CX

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations believing and acting as if whatever they manufacture and sell or offer as a service is perfectly aligned with client needs and wants.

The Power of a Smile

Horizon CX

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee.

B2C 130

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Horizon CX - Untitled Article

Horizon CX

WE HAVE MOVED Coupled with the launch of my new website www.horizoncx.com all historical blogs and any blogs from this point onward can be found here at [link

130
130

The Corporate CX 7-Year Itch

Horizon CX

This is my end-of-year blog for 2017 and, for those that follow me, this blog page will morph into a blog page on my new website that should be going live in January.

How to Make Communication More Efficient in the Workplace

Horizon CX

This guest blog written by Rae Steinbach was submitted to me by David Mizne, chief contributor and editor of the award winning 15Five Blog. Rae is a graduate of Tufts University with a combined International Relations and Chinese degree.

How to Make Communication More Efficient in the Workplace

Horizon CX

This guest blog comes to you courtesy of David Mizne, chief contributor and editor of the award winning 15Five Blog. Remember when Ford and Bridgestone Firestone lost billions due to a truly avoidable error ?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

I’m Hammer, You Must be a Nail

Horizon CX

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience.

The Uphill Challenges of CX

Horizon CX

On the cover of the November 2016 issue of Harvard Business Review. HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT. NIGHT. Just below that are the. words “Brand building, executive pay, and managing Millennials—for. starters.” My finely attuned CX.

X Marks the Spot – Find Hidden Treasure by Minimizing Your Non-Responders.

Horizon CX

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation. When they did, the rate of participation was high (40+%).

Survey 100

The Power of a Bonded Organizational Culture

Horizon CX

With onset of fall here in the Northeast US, I find the. changing seasons to be a time of inspiration and reflection. Last evening I attended a lecture in our. local library. Grant Welker, co-author. of the recently published book, We Are Market Basket , gave a small.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Uphill Challenges of CX

Horizon CX

On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT NIGHT. Just below that are the words “Brand building, executive pay, and managing Millennials—for starters.” My finely attuned CX radar kicks in here and I notice that the word “customer” is missing. Not surprisingly though, upon reading the article, I see that executive pay is among the top concerns of CEOs.

The One-Day University Experience—a Customer Perspective

Horizon CX

This past weekend my wife and I attended what is called The. One Day University. This was our first. experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to. learn from a variety of topics delivered by eight stellar professors all from different. institutes of higher learning.

A Customer Experience Vacation Story—A Week in Nice

Horizon CX

My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no.

The Power of a Bonded Organizational Culture

Horizon CX

With onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. Last evening I attended a lecture in our local library.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

The Discount-Revenge Cycle – and how to be a better communicator

Horizon CX

Customer Experience encompasses a multitude of sub-disciplines. and covers substantial ground in the world of business. However, one specific aspect of Customer. Experience that interests me in particular and is something I’ve been attuned. to for years is the art of communication. Those working within an organization where there is more than one. employee, which naturally applies to just about everyone except for those one-person. operations, will appreciate the ideas expressed here.

The Discount-Revenge Cycle - and how to be a better communicator

Horizon CX

Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication. Those working within an organization where there is more than one employee, which naturally applies to just about everyone except for those one-person operations, will appreciate the ideas expressed here.

I Can’t See the Forest—the Trees are in the Way

Horizon CX

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Quality and Consistency Wins Business and Drives Revenues

Horizon CX

I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist.

Travel 122

Empathy Leads – Customer Experience Follows

Horizon CX

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take. stock of one’s entire career and how it has evolved. I spent four years in the US Air Force, returned to work in the science arena, earned a degree in Chemistry and enjoyed.

Empathy Leads - Customer Experience Follows

Horizon CX

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take stock of one’s entire career and how it has evolved.

The CX Chronicle (TM): Empathy Leads - Customer Experience Follows

Horizon CX

The CX Chronicle (TM): Empathy Leads - Customer Experience Follows : For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.