RSSRecent stories in "Customer Experience"

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AI: Streamlining Contact Center Technology

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for growth.” It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies as the vehicle that would completely change the world […]

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Need To Improve Your CX? Chatbots Should Be On Your Radar

“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with it.” The universal answer to the above question these days seems to be an emphatic “yes!” Business leaders are recognizing that customer experience is a competitive business differentiator. Unfortunately, the complexity of omnichannel customer experience […]

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Dissecting The Customer Experience Management Market

“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same platform.” The customer care industry is noted for an abundance of acronyms. In recent years, we successfully brought forth a new one— CXM, for “customer experience management.” The purpose of this article is to take […]

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Digital Feedback Management: The Next Chapter For Customer Experience

“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’ that traditional surveys offer.” The harsh new reality of customer experience leaders stealing customers and eroding margins is causing companies all over the world to invest in customer experience (CX) solutions to ensure their interactions […]

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A Branded Customer Experience®: Transforming Promises Into Action

Creating meaningful experiences with brands is becoming increasingly more difficult to achieve. The rise of the digital age is forcing traditional marketing and communication channels to change as customers gain more control over their relationship with the brand. Smartphones, social media and apps allow consumers to gather information, find competing products and talk to one […]

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Digital Customer Care

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered through whichever means they prefer.” While consumers may prefer the human touch when it comes to complex transactions, study after study has shown that they increasingly seek the ease and convenience of digital and social […]

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Customer Service + Branding = Added Value!

Running a customer service center, even when outsourced, is expensive. That’s why, for years, executives have been touting the idea that customer service needs to find ways to offset its costs. Usually that means cross-selling and upselling, which when done smoothly is great, but often it is simply aggravating for associates and annoying for customers. […]

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Net Promoter Score: The Reality Behind the Hype

It goes without saying that it is necessary to have confidence that the customer insight metrics we use in our operation are valid indicators of underlying customer sentiment. Here, I am specifically focusing on those summary metrics that we capture in our feedback surveys. This article will focus its attention on the Net Promoter Score […]

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Get Ready For Customer Experience (CX) Version 2.0

Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in Dubai next month with market feedback indicating that the timing of the event in December proving to be particularly opportune as organisations look to build their 2016 activities around more customer loyalty-driving strategies. Whilst customer […]

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Middle East CX Conference 2015 Countdown Newsletter

After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove and pushing hard to close the year on a high note and/or actively planning for 2016 Looming large on many corporate agendas is the relevance of customer experience or, as many still prefer to call […]

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Enter The Most Well-Deserved CX Awards Competition In The Middle East

The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical and peer-driven competition in the Middle East. Competitors can enter the competition, secure in the knowledge that their submission will be scored by industry professionals using a rigorous internationally-acclaimed marking scheme. The Middle East CX […]

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Enough of the ideas, where’s the execution?

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites was Stewart Bromley from Atom Bank who spoke eloquently about the use of emotion in customer experience design. Things are undoubtedly moving on. For instance being an app only interface, and therefore 100% digital, Atom […]

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Electric Customer Experience

EIGHTY PERCENT OF CONSUMERS ARE STILL USING TRADITIONAL SERVICE CHANNELS (PHONE, EMAIL AND IN- PERSON) TO CONTACT A BRAND FOR CUSTOMER SERVICE, ACCORDING TO THE “2014 CXMB CONSUMER REPORT,” RELEASED BY EXECS IN THE KNOW AND DIGITAL ROOTS. Of those interactions, 63% were via a phone call. That accounts for a lion’s share of contacts—a […]

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eXtra Boosts Customer Experience with Altitude Software

eXtra increases operational efficiency and cements customer service excellence Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that eXtra, Saudi Arabia’s largest consumer electronics and home appliance retailer, has developed a world-class contact centre to improve operational efficiency and customer experience. The Khobar-based site is powered by the […]

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TO NPS OR NOT NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s zero-to-10 rating on the question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” The concept was presented in a Harvard Business Review article […]

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Customer Experience: The Ultimate Innovation

Developing a new product feature and enhancing a service through new technology are standard examples of innovation. They are also the simplest forms of innovation: Ongoing upgrades and improvements are common sense business objectives and yet rarely can they offer a sustainable competitive advantage. New products and services are often copied as fast as they […]