InMoment XI
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.
CX Journey
JULY 22, 2014
'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?
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Daniel Group
JULY 24, 2014
'This topic may seem a little unusual for me to be blogging about. Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success. I personally think that those people who feel successful at what they do are far more likely to be engaged with their life’s work.
Storyminers
JULY 22, 2014
'Make a big shift in focus and start transforming your business by answering this question–why us? Why do you exist for your customer? Why are they really doing business with you?
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InMoment XI
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
JULY 23, 2014
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected, ill-defined, or not reflected in plans and schedules.
Strativity
JULY 21, 2014
Hackensack, NJ (PRWEB) July 17, 2014. Strativity Group was cited in the July 2014 Forrester Research, Inc. report, How to Make the Case for Customer Experience. The report states: “Strativity worked with one of the largest mail operations in the world, whose mail carriers were ambivalent about addressing customer complaints. Its views quickly changed when Strativity was able to demonstrate that for each customer complaint, it would require 157 letters to be delivered to recover that cost.”.
InMoment XI
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.
Customer Interactions
JULY 24, 2014
'Over the past decade, the reliability and functionality of video analytics have advanced to a point where, for many security operations, it is no longer a question of “should we use video analytics?” But rather, “How should we implement video analytics within our technical architecture?” There are two main options for implementing video analytics software and, depending on the environment, either can be effective.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Brad Cleveland Blog
JULY 23, 2014
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected, ill-defined, or not reflected in plans and schedules.
CX Journey
JULY 25, 2014
'Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon. An Interesting Conversation with a Neighbor Neighbor : So what do you do for a living again? Me : Neighbor : Oh, no, you don’t do that NPS bull$**t, do you? Uh oh. I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ But why do you call this BS?
InMoment XI
JULY 22, 2014
If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.
InMoment XI
JULY 22, 2014
If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.
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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InMoment XI
JULY 22, 2014
If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.
InMoment XI
JULY 24, 2014
What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time. @christravell.
InMoment XI
JULY 24, 2014
What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time.
InMoment XI
JULY 24, 2014
What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time.
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
InMoment XI
JULY 23, 2014
The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.
InMoment XI
JULY 23, 2014
The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.
InMoment XI
JULY 23, 2014
The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.
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