The world has changed dramatically over the past decade: consumer-to-consumer engagement has gone from voice phone calls to text and instant messaging. However, business have lagged behind rather embarrassingly: business-to-business and business-to-consumer engagement are still primarily based on voice and e-mail. It’s time for businesses to adopt real-time experience (RTX) as a philosophy when engaging their…
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement…
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience…
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools supported by large databases…
Of what do you think when you hear the phrase, ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In…
1. Everything from infrastructure to software will be in the cloud While most contact centers have transitioned their customer relationship management (CRM) systems to the cloud over the past decade, the transition of other aspects of the contact center has only recently truly begun to pick up steam. The contact center of the near future…
Boy has the world changed since 1995! Every aspect of the customer experience from marketing and sales to customer service and support has been turned on its head. Customer experience has changed more in the last 20 years than in the prior 200 years combined. Not surprisingly, this has affected the part of a business…
Against the Herd 