Fri.Jan 12, 2018

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

System 151

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

Don’t get blue this Monday, get away from it all…

Helen Dewdney

Don’t get blue this Monday, get away from it all… Holiday companies use Blue Monday for marketing – here’s how to turn the tables and make it sunny for you and for your wallet!

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken.

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

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

More Trending

Creating the Ultimate Service Culture: Episode 14 of Experience This!

Smarter CX

? ?. Episode 14 of Experience This! – a new customer experience podcast series – is now available. Listen here.

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

Move over, smartphone. Smart speakers are the new “it” device. While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers.

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Better Customer Service with Chatbots?

CSM Magazine

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. .

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

How to Meet Customers’ Expectations for Hyper-Personalization

Topdown

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking. Customer Experience Customer Communications Personalization

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

Our customer experience analytics and reporting software

Syngro

We are very happy to show you all our brand new video introducing Syngro Eye, a world-leading customer intelligence platform enabling businesses to put customers at the centre of everything they do.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Is CX Treated as a Strategic Imperative in Your Business?

Verint

If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative, proving your CX initiatives drive discernible and quantifiable business value can be a tough challenge. However, it's absolutely critical to helping to ensure sustained buy-in, investment and—ultimately—successful outcomes.

Reputation Is an Effect, Not a Cause

Vocalabs

Reputation Is an Effect, Not a Cause. Peter Leppik. Fri, 2018-01-12 15:05. Customer Experience. One of the reasons to invest in improved Customer Experience is the positive effects it will have on your company's reputation and word-of-mouth. That's great and well-deserved for companies that truly internalize CX. But I've seen a few companies where they treat their Customer Experience as a marketing campaign, and it never ends well.

Top Reads of 2017 feature Quadient

Quadient

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Four Strategic Questions to Ask Before Your Digital Transformation

Strativity

First posted at www.Chiefexectutive.net. Digital transformation is high on executives’ agendas for 2018. Many have started the move and are investing millions of dollars in digitizing their operation. They do so in the name of customer convenience, frictionless interactions and the pursuit of delivering an “Amazon-like” customer experience. News flash: Amazon is not profitable and does not care about profitability. Do you have the same privilege of not being profitable?

Tools 40

Top 4 mistakes companies make when it comes to personalization

Quadient

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty