Mon.Nov 20, 2017

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Interactive Voice Response – What it is, What it does, Where it’s going

NICE inContact

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

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Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors and the temperatures were crisp and best of all… NO RAIN.

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You’re Not Competing In The Category You Think You Are! (How to Find Out)

C3Centricity

Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important topic. If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post.

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Dataset: 2017 Temkin Loyalty Index, UK

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Interactive Voice Response – What it is, What it does, Where it’s going

NICE inContact

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

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Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case

CX University

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. By Scott McCallister and Mohamed Latib. All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is important, but few discuss the hard details on how to do that.

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How Konica Minolta Healthcare Plans for Field Service Evolution

Alliance by IFS

Konica Minolta Healthcare is an innovative healthcare company that has a clear vision for how it will evolve from a reactive to a prescriptive service model. The company delivers mission-critical imaging technologies including digital radiography, ultrasound, healthcare IT, and service solutions. The biggest economic risks for its diagnostic imaging customers are asset downtime and user inefficiency.

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How we're creating and expanding our own market

Elevio

In mid 2017, we did some soul searching to determine who we really wanted to be as a company. That meant we needed to really define the problem we were solving , and for who. Part of this process included answering the questions posed by Hiten Shah relating to marketing , but we expanded on it a little: How do we identify our target market? Where can we find them?

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Beta release of Clicktools New Responsive Survey UI

Clicktools

Access to our Responsive Survey UI beta is now available! This release will introduce you to our new engaging and device responsive question types. The new functionality will help you create surveys that are more visually appealing and easier to respond to. For more information, please review the release notes here. The post Beta release of Clicktools New Responsive Survey UI appeared first on Clicktools.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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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The CX Dashboard Checklist

Maru/HUB

In the era of big data and in the customer experience world, strong visualisations on your dashboard make sense of customer data to communicate important information that, in turn, enables informed business decisions to be made – and in good time. . This briefing paper offers a checklist to ensure your customer experience (CX) dashboards get it right and will help you actually visualise that data and communicate it across your organisation.

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3 Top Goals of a Successful Sales Professional

Talkdesk

Top sales reps are familiar with the ongoing battle between quantity of calls versus quality of conversation. More of one meant less of the other; they could choose to make more calls or have more meaningful conversations, but couldn’t have both. A successful sales professional cuts through the noise and sell more by focusing on three key objectives: higher call volume, better conversations and faster rep ramping.

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The CX Dashboard Checklist

Maru/HUB

In the era of big data and in the customer experience world, strong visualisations on your dashboard make sense of customer data to communicate important information that, in turn, enables informed business decisions to be made – and in good time. . This briefing paper offers a checklist to ensure your customer experience (CX) dashboards get it right and will help you actually visualise that data and communicate it across your organisation.

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Holiday Travel Chaos – Are Airline Support Teams Prepared to Handle the Rush?

Bold360

Last year, more than 6 million Americans took airplanes for their end-of-year holiday trips. With such high volumes of passengers and inevitable winter weather issues, it’s not a matter of if something will go wrong during the holidays, it’s a question of when. To prepare for the holiday chaos and deliver a stellar travel experience through wind, sleet and snow, airlines must have a strong support strategy in place.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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5 Top Customer Service Articles For the Week of November 20, 2017

ShepHyken

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. Is CX tied to revenue gains? A case study by Idaho Central Union by Avinash Bhaisa . (Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function.

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Customer Service Innovation — How Chatbots are Evolving

TechSee

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. One of the biggest changes happening in customer service right now is in automating the customer experience.

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