Beyond Philosophy

JANUARY 12, 2022

Goebel comes to us with nearly 20 years’ experience with enterprise software and a career of product management, sales engineering, and product marketing. Goebel describes himself as a technology solution evangelist with a passion for leveraging the potential for connecting the physical product world with the internet.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Industry Customer Experience Call Flow 218

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Customers received letters that bordered on threatening, stating that devices would be installed no matter what.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Gartner’s Customer 360 Summit. Analyst Firms.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Each generation is shaped by the historical, societal, and technological context of their formative years. The Five Generations in the Current U.S.

Leadership 96

Leadership Transportation Culture Contact Center 96

Experience Matters

DECEMBER 15, 2015

As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls. and will increase their use of more qualitative techniques such as customer interviews and ethnography. Value-as-a-Service Emerging.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Comm100

AUGUST 16, 2019

Social media is about being accessible to emerging generations of consumers, and is in some ways the most accessible channel because the customer doesn’t have to visit you to connect 24/7 support at a low cost, easy deflection of common FAQs with consistent messaging and engagement Allows you to connect with your customers on a more personal level.

Communication 102

Communication Social Media Knowledge Base Contact Center 102

Eptica

NOVEMBER 6, 2019

Customers share more about their experience than just a ranking. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Avaya

MAY 18, 2016

Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

CSM Magazine

MAY 18, 2017

Drawing on qualitative and quantitative research with over 200 professionals involved in delivering customer experience, the report highlights a worrying technology gap.

Report 40

Report Self Service Customer Experience Contact Center 40

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Avaya

JULY 14, 2016

From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Customers today expect to receive an always-on personal digital experience.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

Kustomer

SEPTEMBER 6, 2018

He’s also the President of the Northeast Contact Center Forum , which puts on quarterly events for contact center and customer experience professionals. Customer’s expectations are pacing with the speed of technology and process innovation. See prior post on Trust for more info.

Exercises 61

Exercises Handbook e-support Contact Center 61

Beyond Philosophy

OCTOBER 28, 2021

Pine believes that as the experience economy continues to grow and immersive experiences continue to be differentiators, the physical experiences of general Customer Experience have diverged from this path. Customer Experience, as I often refer to it, has different goals and different measurements of success.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

CSM Magazine

DECEMBER 14, 2015

Mobile will continue to gain momentum and companies will design experience that go beyond apps and mobile websites. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers. Speech Analytics Piloting.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

ShepHyken

DECEMBER 13, 2019

Technology competence. How stable is the vendor’s technology? Leslie Cottenje explains that newer technologies can have a short as a five-day setup; this reduces the barrier to entry as there is more flexibility to adapt to the business’ needs and run small pilots across departments. Size matters.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. LinkedIn : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

OCTOBER 4, 2015

One of our top customers' CEO told us we were arrogant and hard to do business with; he said he couldn't wait for any of our competitors to be first to market with next-generation technology so he could take his business there. This type of thing is a blessing in disguise to CX professionals.

Strategy 48

Strategy Customer Experience How To ROI 48

Qualtrics

MARCH 26, 2019

The good news is you may already have loads of CX-oriented data from technology you’re currently using. Customer stories, contact center recordings, or chat transcripts, for example, can add dimension to executives being able to understand the data at hand. But getting the data isn’t the hard part.

Government 22

Government Data Policies Guidelines 22

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. Customer behavior and actions. With the technology and tools today, we can gather a lot of this virtually. Look at your existing Voice of the Customer (VoC) and behavioral analytics data if you have it. What are the channels, touchpoints, and systems your customers are using?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

COPC

JANUARY 28, 2016

As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience. Many of these predictions focus on the technology that can be used to anticipate the customer’s behaviors and needs. Non-trend 3: Customer Experience Professionals Often Have a Tough Job.

Trends 40

Trends Customer Experience Management Contact Center 40

Tricia Morris

JANUARY 11, 2016

Yet most employees are trying to engage the empowered customer with the same siloed technologies and stagnant knowledge repositories they’ve used (or not used) for years. This is creating a customer service and customer experience divide that will further separate leaders from laggards in 2016.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Pointillist

OCTOBER 22, 2018

Researchers at the Indian Institute of Technology in Bombay , for example, have developed deep learning algorithms that do the hard task of detecting sarcasm in text. Today, the utilization of speech data is largely confined to recording call center transcripts. “By Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. analyzing sentiment of emails or of contact center conversations).

B2C 40

B2C Net Promoter Score B2B Analysis 40

Qualtrics

APRIL 9, 2019

The purpose is to put customers in the company’s conversations the same way profits, expenses, staffing, and technology get “air time” internally. Ideas: Play a contact center recording at a team meeting. Share a chart of your company’s progress toward reducing customer wait times on a slide at a town hall meeting.

Government 46

Government Conference Survey Social Media 46