Experience Matters

OCTOBER 21, 2016

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. In addition to detecting the customer emotion, […].

Contact Center 120

Contact Center Interaction Study Brands 120

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.

Contact Center 120

Contact Center Customer Insights Report Government 120

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Speech Analytics Piloting. Value-as-a-Service Emerging.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Contact Center Loyalty Aspirations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. Involve and value everyone Customer service and customer experience are everyone’s job , whether they work in the contact center or any other department.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49