Document THIS! Betrayed by Customer Experience Documentation

360Connext

The post Document THIS! Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting. Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition

Topdown

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

By creating documented procedures for them, you can build this trust and achieve consistent results. If the agent had documented procedures to follow, this simply would not have happened. What are documented procedures? How do I store my documented procedures?

Using Swagger documentation and Postman with the Ascribe APIs

Ascribe

The Ascribe APIs provide documentation both as static html pages and an interactive Swagger page. The static documentation is more convenient for looking over the API, but the Swagger documentation provides powerful features for interaction with the API.

The Health of the Contact Center: Are You Ready for 2019?

other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Documentation and a Tale of Four Phone Calls

Customers That Stick

Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. In the end, because their documentation was so thorough, I was able to respect their time and let them help other customers while we searched the house.

Why We’re Excited about Document Strategy Forum ‘17

Topdown

Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications.

Document Strategy Names Topdown 'Hot Company' in Customer Experience

Topdown

DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine.

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans

ClientSuccess

Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. In order to achieve greater long-term success with your clients, there are 6 steps I’d recommend related to developing, documenting, and strengthen these plans or playbooks: Step 1: Dedicate Time.

Documenting Your Customer Access Strategy

Brad Cleveland

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

All other trademarks mentioned in this document are the property of their respective owners. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Karmic Networking

SuiteCX

View Document. Documents Thought LeadershipWhat is networking? What is Karmic Networking?

What Does It Take to Become a Successful Consultant?

SuiteCX

View Document. Documents Thought LeadershipSo, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field.

3 Ways to Streamline Customer Communications and Reduce Operating Costs

Topdown

Customer Experience Customer Communications Document Automation RPAEffective customer communication involves more than screaming messages at your audience.

The SuiteCX Approach to Customer Journey Mapping

SuiteCX

Documents Thought LeadershipDetailed overview of the SuiteCX approach to Customer Journey Mapping.

Study: The Health of the Contact Center

other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Introduction to SuiteCX and The East Bay Group

SuiteCX

View Document. Documents Thought LeadershipSuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value.

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Critical Questions

SuiteCX

View Document. Documents Thought LeadershipCX professionals are hearing a lot about Customer Journey Mapping these days, but with each new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we aim to clear up some of the confusion with this brief.

“Less is More” When It Comes to Implementing a CCM Solution

Transforming Customer Connections

Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.

“Less is More” When It Comes to Implementing a CCM Solution

Transforming Customer Connections

Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

in this document are the property of their respective owners. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.

“Less is More” When It Comes to Implementing a CCM Solution

Transforming Customer Connections

Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.

How can you get a deeper understanding of your customers for 2016?

SuiteCX

Documents Thought LeadershipWe are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016.

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8 Customer Experience Predictions for 2016

SuiteCX

Documents Thought LeadershipAs we move into a new business year, promising to be the most CX-­?focused focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience Improvement: Finding the Right Data Strategy

SuiteCX

Documents Thought LeadershipAs marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.

Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

Documents Thought LeadershipOne of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Six Steps to Best-in-Class Customer Experience

SuiteCX

Documents Thought LeadershipThe Customer Experience (CX) ?eld eld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place in CX will be well spent?

Customer Journey Mapping: Balancing Customer and Company Needs to Drive Business Outcomes  

SuiteCX

Documents Thought LeadershipWhile research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Experience: Getting Past the Barriers to Success

SuiteCX

Documents Thought LeadershipDeveloping a comprehensive Customer Experience (CX) strategy is more di?cult cult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. However, despite the massive amounts of talk, there are not a lot of intelligent recommendations for action. What are some of the barriers?

Use Text Analytics Technologies To Handle Mountains Of Unstructured Data

Forrester's Customer Insights

Enterprises are sitting on mountains of unstructured data – 61% have more than 100 Tb and 12% have more than 5 Pb! Luckily there are mature technologies out there that can help. First, enterprise information architects should consider general purpose text analytics platforms. These are capable of handling most if not all text analytics use […].

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How REST Revitalised its Voice of Customer Program

MaritzCX

From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.

Enrich Your Help Center With User-Generated Content

inSided

Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction

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Big Data – Breaking the Silos

MaritzCX

Editor’s note: This was originally posted on Document Strategy’s website here. Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest.

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About Customer Service in the Future…

Esteban Kolsky

Now, I have to share this findings document. it’s a findings document, not a report. Remember, my research model is “sponsored research” – that means I do what I want, but kind vendors sponsor my ability to feed the kids 2-3 times a week in exchange for a document summarizing what that research yields. I was trying to keep it quiet, but – darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar.

The Six Laws of Customer Experience (Video)

Experience Matters

I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads. This video explains The Six Laws of Customer Experience.

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10 Things to Look for when Selecting a Digital Engagement or Visual IVR Platform

Jacada

This document outlines the features you should look for in a digital engagement platform. Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. Read More. Jacada Blog

Customer Journey Map redefined: Customer Journey Management

MaritzCX

We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. Let me make a suggestion right out of the gate.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.

Sorting through the RPA Hype - What IS the Role of the Business User in this RPA World?

Jacada

The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc. So where do business users fit in this RPA space?

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