Wed.Nov 03, 2021

article thumbnail

When Your Customer Experience Hits a “Bump in the Road”

ShepHyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.

article thumbnail

Technology, listening to customers drives MoneySolver call center and organization

NICE inContact

MoneySolver is a fintech company. You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it. Not that many years ago, financial services and technology began finding ways to be more efficient—and profitable—by joining forces, and now fintech has become essentially its own sector.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Are we challenging CX?

Zeisler Consulting

One of the roles we, as CX professionals, play, is that of change agents. I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; that of the Customer. In fact, a Process Engineer who used to work for me would say all the time that we need to ‘take off our corporate hat and put on our Customer hat.

NPS 93
article thumbnail

How to Identify Your Customer Touchpoints for World-Class CX

Advantage Communications

Providing a world-class customer experience (CX) relies on your ability to not only seamlessly answer customer questions, but to answer those questions in a place that is highly visible to your customers.

article thumbnail

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?

article thumbnail

9 Ways a Collaborative Culture Benefits Your Contact Center

Playvox

Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that take them to the next level. .

More Trending

article thumbnail

063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s. Read Full Article.

article thumbnail

3 Common Challenges Community Builders Face and How to Overcome Them

Vanilla Forums

Jono Bacon joined us at Super Forum 2021 and presented a survival guide for community managers who are facing common challenges. At one point or another, we'll all face stress, crisis management, and conflict resolution, and the best way to handle them is to be prepared.

How To 98
article thumbnail

Why car review sites matter for car buyers

BirdEye

You might forget what you had for breakfast or where you put your keys, but your first car is something you will likely never forget. The experience of buying a car, including the new car smell, is one that is ingrained in your mind forever, but the process has evolved. With a couple of clicks of a mouse, you can purchase groceries, flowers, clothing, and yes even a new car.

article thumbnail

How a Knowledge Base Can Transform Your CX

Kustomer

In an era where information is generated, circulated, and shared at a dizzying rate, the need for businesses to find an exceptional way to manage and impart information has never been more important. As our world gets faster, the expectations of the customer climb higher. The need for swift, comprehensive yet personal attention is paramount to today’s culture of commerce.

article thumbnail

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.

article thumbnail

Will your clients elect you as their go-to professional resource?

One Millimeter Mindset

Clients have a voice and a choice regarding whom they do business with, initially and on an ongoing basis. Obviously, the goal is for clients to initially elect you as their go-to professional resource to serve their needs. However, will they subsequently re-elect you to serve them in the post-pandemic business ecosystem? First, the pandemic created opportunities for suppliers and consultants like you to step up and serve clients in non-traditional ways.

article thumbnail

Leading companies are ditching digital transformation and choosing to become digital

West Monroe

Companies that succeed are the ones that become digital. Successful digital leaders incorporate these six traits into their digital way of thinking.

Company 96
article thumbnail

Customer Support in Fintech: Meeting Customer Expectations in an Always on World

Helpware

While fintech makes banking accessible because it relies on technology, many companies make the mistake of cutting their in-person staff in favor of online self-service. However, finance is extremely personal, so maintaining a human touch is critical for success.

article thumbnail

The State of Subscription Services Spending

West Monroe

Americans are spending more on monthly subscription services but are less aware of that spending compared to 2018

96
article thumbnail

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.

article thumbnail

How To Improve The Diversity Of Your Customer Service Team

CSM Magazine

Workplace diversity is great for any organization. It enables a workplace to acquire and keep top multifarious talents. Workplace diversity also allows a customer service business to acquire a broad understanding on the needs and motivations of their clients, customers, and employees. In 2019, a Harvard research found that gender diversity can make workplaces more productive.

article thumbnail

West Monroe’s Quarterly Executive Poll—Q3 2021

West Monroe

Execs are bullish on digital investments, but are still grappling with talent issues

98
article thumbnail

Why (Nearly) Every SaaS Company Should Have A Chief Customer Officer

Gainsight

SaaS is on fire. We all know that, but it strikes me every day. It used to be that you couldn’t name a SaaS company that I didn’t know. Now, I hear about ten new ones a day that I’ve never heard of. And companies and investors have realized that Net Retention – keeping and growing your existing clients – is the number one driver of shareholder value in SaaS businesses.

article thumbnail

5 traits of digital leaders

West Monroe

Digitally minded companies do these five things differently than the competition

Company 98
article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

Live Session: Consumer Products Marketing Transformation - Driving Breakthrough Growth

SAP Customer Experience

Consumer Products Marketing Transformation: Driving Breakthrough Growth Learn how consumer goods firms are building the marketing capabilities they need to reach and exceed their objectives in the challenging years ahead. Register Tuesday, November 16, 2021 11:00 AM – 12:00 PM ((UTC-05:00) Eastern Time (US & Canada)) A revolution is underway.

article thumbnail

The worker shortage should be treated as a supply-and-demand issue

West Monroe

With the labor shortage sticking around, it’s time to get creative

98
article thumbnail

The Power of SAP Upscale Commerce Native Extensions (BETA)

SAP Customer Experience

Introduction Recently, SAP Upscale Commerce released Native Extensions functionality (in BETA) which allows you to embed Angular libraries directly into an SAP Upscale Commerce PWA application for more fine-grained control over the UI and background logic. so, what’s the difference between the Upscale Custom Components and Native Extensions (BETA)? By.

article thumbnail

West Monroe’s Quarterly Executive Poll—Q4 2021

West Monroe

Execs try to remain positive, though effects of pandemic linger

98
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

October SAP Commerce Cloud News - Product Updates

SAP Customer Experience

Updates Filtering Personalized Products by Category – Now Available for Intelligent Selling Services and Context-Driven Services With the category filtering feature, which is now available also for Personalized Products, you can narrow down the recommended personalized products to the consumer’s current page category. Read all about it in our newly.

article thumbnail

Data: The new differentiator in manufacturing analytics

West Monroe

Most manufacturers tend to view the value of their data in terms of its use in optimizing operations. But its value could be greater by managing data as a strategic business asset.

Data 52
article thumbnail

October SAP Commerce Cloud News - Customer Events, Trainings, and Stories

SAP Customer Experience

Customer Community Sessions Italy | 09 November | Virtual | CX Solutions > DACH | 18 November | Virtual | Commerce Cloud > View Customer Community Page > Join us for the Virtual SAP TechEd This November Calling all IT practitioners, developers, and tech aficionados!

article thumbnail

Decarbonization Summit 2021: Pathways to a Sustainable Future

West Monroe

Watch a panel of diverse utility, corporate, and public sector thought leaders in a series of discussions on the impact of decarbonization on commerce, infrastructure, and society

52
article thumbnail

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

article thumbnail

Will STIR/SHAKEN Play a Role in the FCC’s War on Robotexts?

NobelBiz

Last month, the FCC identified a new front in the ongoing war against unwanted robocalls. This time, the commission set its eyes on the rise of robotexts. The Commission Document cited an alarming increase in consumer complaints about unwanted text messages both for 2020 (i.e. 14 000, representing an almost 146% increase from 2019) and 2021 (9 800 complaints until the release date of the document.

article thumbnail

Why smart field services are key to manufacturing operations efficiency

West Monroe

Manufacturers can’t afford to waste time with inefficiencies. Learn how smart field services can help mid-market manufacturers increase productivity throughout their workforce.?

article thumbnail

9 Signs It Is Time To Outsource Debt Collection Services

Magellan Solutions

These are the nine signs you need to outsource debt collection services from the Philippines. Debt recovery exhausts almost every resource of a business. That is the reason why more and more businesses are opting to get debt collection services from the Philippines. . This aspect of the business has been time-consuming, costly, inefficient to overall procedures, and has a negative impact on staff morale.

ROI 52