Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2018 versus 2017 versus 2016: Losses were broader…
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of questions, and to cap it all, parting with money in many cases. Not great customer experience! Uncle Bob visiting for Thanksgiving was stressful enough, and…
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large!…
It’s about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences for today’s multichannel digital customer, think of Steve, since it’s all about the customer “journey” and not one particular interaction or channel. Today’s customers might…
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process. The results? Transformational change in customer experiences, engagement ROI, service productivity, and sales conversion. Here are some examples: Premier home appliance manufacturer: $50M in average annual…
What to look for in solutions Does the vendor know cloud? Many vendors have been “on-again, off-again” cloud providers, repeatedly failing to deliver their applications in the cloud. This is mainly due to the fact that their solutions had not been architected for the cloud to begin with. A key question therefore is how long…
Why cloud? Cloud-based technologies are experiencing rapid adoption in businesses of all sizes. Although within the last few years the term has changed – from “hosted” to “on-demand” to “SaaS” and now “cloud” – one thing that has notchanged is the need; businesses want to deploy technologies quickly and easily whilst continuing to innovate rapidly,…
No, we are not talking about socio-economics or politics! We are talking about how a modern knowledge management system can bring about performance equality among your agents, making all your agents as good as your best. It can also make the best agent better, starting a virtuous cycle of “upward mobility” for the entire contact…
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations powered by a rich knowledge base that finds the best process-compliant content to fit the conversation and informed by customer context drawn from across the…
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only…
