Tue.Aug 09, 2016

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?Big Data – The Case for Customer Experience

InMoment XI

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.

Data 232
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Superior Customer Service: The Path to Business Growth

Omnicus

Customer service is more complex today than ever before. Cloud-based contact centers have offered businesses the perfect solution for the ongoing challenges of customer service. The realm of contact center solutions is growing rapidly, as are the opportunities to mold unique customer care experiences that set you apart. In addition, the customer care experience is usually the first impression a potential buyer or client has with your company.

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?Big Data – The Case for Customer Experience

InMoment XI

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

Data 200
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CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. Those of you who may have read some of my articles will know that whilst I will agree with as many perspectives as I may disagree, I am always fully comfortable respecting the opinions of others.

Culture 133
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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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?Big Data – The Case for Customer Experience

InMoment XI

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.

Data 200

More Trending

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Your Process Flows Don’t Know Jack!

Experience Investigators by 360Connext

A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […].

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The Power of Questions

CX Journey

Question everything! Last week I wrote about catalytic questioning , a concept derived by Hal Gregersen, a wise man who focuses on innovation, disruption, and questioning the norm in order to wreak havoc on the status quo. I know. Some people say that "disrupt" is an over-used, cliche business term. I disagree. At any point in time, we are either disrupting or being disrupted.

Culture 89
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Supply and Demand: Why Consumers Desire Mobile Payments and E-Receipts

Win the Customer

This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.

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Amazing Business Radio: Bob Thompson

ShepHyken

Bob Thompson Talks About. How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob also shares some best practices for customer service and what is necessary to ensure a successful customer service strategy.

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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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MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. They can do straight customer loyalty and customer value research by recruiting panels of forum participants.

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Self Service Still Less Than 50%? Then You Are In Trouble

Martin Hill-Wilson

The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack fast. Intelligent assistance is the first wave of a very different looking future. If you are trialling bots right now you are up to speed. If you did not know that most of your day to day customer service volumes will be managed through intelligent assistance, then you need to quicken your pace and figure out what that means.

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3 Ways Online Retailers Can Maximize Their Back-To-School Sales

iPerceptions

The beginning of August marks the heart of the back-to-school shopping season, and according to the National Retail Foundation, parents and students are purchasing goods more freely.

Retail 55
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M&A Due Diligence: Evaluating the Customer Fit

Think Customers

When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the two companies, whether margins for the target company are growing or shrinking, liabilities held by the target company, whether there's an overlap between the respective customer bases, if there are any hidden dangers lurking with systems integration, etc.

System 48
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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4 Benefits and 3 Challenges of Self-Service Customer Support

Talkdesk

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. This not only means that they want companies to know their account details, it also means that they want companies to be available on the channel that is most convenient to them at any given time.

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Coaching vs. Managing

Customer Interactions

When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes.

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Don’t Forget the Oboes

Brad Cleveland Blog

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.

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Everybody Hates IVR

Customer Interactions

IVR Optimization Transforms a “Necessary Evil” into a Wellspring of Value, Customer Satisfaction

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Don’t Forget the Oboes

Brad Cleveland Blog

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.

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Customer Experience Leadership in Government, With Stephanie Thum [CB16]

Customer Bliss

Episode Overview. In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie Thum, Vice President of Customer Experience for the Export/Import Bank of the United States, explains how the mandate for service in government has led to wide spread action across many government agencies to address and rethink how they serve. .

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Is it the right time to upsell to your customer?

Amity

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? Upsells. They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? How can I approach this while still maintaining my trusted, genuine relationship with my customer? For this very reason, we’ve dedicated this week’s SaaS Tattler to the world of upselling -- the best approach for CSMs to go about it, and what constitutes as the right

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Customers Aren’t Always Right: Courageous Leaders Need to Be {Infographic}

Michelli Experience

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX