Category: Customer Experience

CX researchers and service agents need encompassing and accurate information to bring fast decisions when answering clients’ requests. ClaraTM is the first intelligent search assistant to allow them to search across customer interaction channels and get customer data in a second. How will this be achieved and what long term benefits can CX professionals expect?…
The post Clarabridge develops the first intelligent search assistant for quick CX insights appeared first on Customer Experience Magazine.

There’s almost no sport or physical activity where that advice isn’t useful.

Golf. Ping pong. Dancing.

The more likely it is that people are tempted to focus on their hands or feet, the more the hips really matter.

And you’ve already guessed the metaphor.

The work we do needs a solid foundation. The biggest muscles are around the hips, just as the biggest leverage comes from our approach to cash flow, market presence and hiring.

Instead of focusing on short-term wins or delighting the crowd with jazz hands in whatever form they take, it makes sense to get our hips right first.

Innovative cloud contact centers can be essential for government agencies shifting to work from home. In 2012, former United States President Barack Obama issued the “Building a 21st Century Digital Government” directive focused on better digital services for the American people. It’s no surprise why the value of this initiative quickly rose to new levels of importance with the COVID-19 pandemic. Government agencies were consumed with either new service demands or drastic increases to existing services putting a spotlight on why service delivery designed from the inside out does not meet today’s customer experience expectations. High expectations for citizen experience during COVID-19. Across the country, public health departments were tasked with rapidly setting up state-of-the-art software contact tracing centers, hiring, training, and managing massive amounts of outbound and inbound inquiries. Full article: https://www.talkdesk.com/blog/improving-citizen-experience/
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If you’re thinking about entering the Customer Experience Awards held by Awards International, you may want to gather all the details about the biggest award event in the world. At CXM, we believe that nothing speaks better than the first-hand experience. That’s why our team spoke with judges and entrants to get diverse perspectives and…
The post Customer Experience Awards: An interview with judges and entrants appeared first on Customer Experience Magazine.

According to a report by McKinsey, companies’ digital transformation and customer interactions have advanced in response to the pandemic by as much as three to four years. Customer experience (CX) leaders have had to keep a real-time pulse on customer trends, completely redesigning CX journeys as expectations change, as they hope to capture a seamless,…
The post Top reasons why most digital transformations fail appeared first on Customer Experience Magazine.

It’s the most resilient, most granular technique available for us to figure out what people want.

When individuals have the freedom to choose, they often do.

At the same time that markets enable choice, large-scale industrial capitalism works overtime to remove it. The main job of most big company CEOs is to figure out how to lock in customers, because customers without choices stick around longer and pay more.

Some organizations exist to satisfy market demand.

Some work hard to create market demand.

And some are focused on capturing demand and then eliminating the market itself.

The internet has created changes in both directions. We have dramatically more choice when it comes to ways to spend/waste our time, but we also have to deal with the natural monopolies created by the network effect and the hidden levers that drive toward lock in.

If we’re not alert, many of the choice-driven markets we depend on will disappear.

Today, a digital marketer does not have to convince every client about the versatility of digital marketing. Well-informed clients know that digital marketing can help them in: Reaching a larger audience Targeting prospects most likely to buy your product or service Saving money on traditional advertising Leveraging the unique opportunities to measure success on a…
The post Keeping your customers as a digital marketer: tips to make them stay appeared first on Customer Experience Magazine.

Small expenses may not seem like a big deal when they are considered individually – however, if you accumulate all your monthly costs as a small business owner, you will notice that cutting down on unnecessary expenditure is essential for optimal income.  For your convenience, we will be discussing four methods that you can use…
The post How Small Companies Can Save Extra Money appeared first on Customer Experience Magazine.

With the next generation of customers, Gen Z, reaching adulthood and becoming both more financially savvy and economically influential, the pressure on financial services firms to accelerate their digital transformation programmes will only intensify. Ross Kittlety, Head of CCM at Paragon Customer Communications (PCC), delves deeper and explores the dangers of overambition.  Target Group spoke to 1,000 consumers from across…
The post Could overambitious digital transformation programmes actually damage customer communications? appeared first on Customer Experience Magazine.

Let’s face it, we all like to be acknowledged for the effort we put into our work. Not only does a pat on the back make people feel appreciated, but it also makes us want to go that extra mile. In fact, a report by McKinsey has shown that being recognised in the workplace increases…
The post Gift cards – the hidden gem of employee rewards appeared first on Customer Experience Magazine.