Category: Customer Experience

It might be the best way to save someone in distress.

But it doesn’t scale.

You can only offer this sort of lifesaving intervention to one person at a time.

Often, we get stuck because we try to take our useful local magic and somehow make it for everyone. Perhaps we’ll need a different approach when it comes to serving more people.

Not because it doesn’t work. It does. Because it doesn’t work at scale.

A general malaise is not new. Sociologists have been writing about it since the Second World War. Today, of course, the malaise isn’t simply general, it’s also specific.
There’s too much pain and disconnection and uncertainty in the world. And yet, there are technological marvels, new opportunities and many people who have enough resources to meet their needs. For someone with enough, two things can get in the way of a life filled with meaning:
Affluence and stasis.
When we don’t have enough to eat, don’t have a roof over our heads, don’t have something that we need and can imagine getting, it’s not a general malaise, it’s a specific one. If you’re in this position, life is hard indeed.
On the other hand, spoiled kids are spoiled by parents who have already figured out how to cover their basic needs. When people stop focusing on making a contribution or wrestling with urgency, it’s easy for them to feel a sense of ennui.
And stasis is the feeling that nothing much is going to improve.
In wartime London, under attack eighty years ago, food was scarce and life was dangerous. But those that survived recall it as being a great moment (even if it was something that they’d very much like to avoid repeating).
Compare this to the widespread dissatisfaction described by people who grew up expecting things to get better (momentum) who are now coming to the conclusion that it might not happen.
“Compared to what,” is the question that gets asked at work and home every day, and if the ‘what’ is yesterday, it’s difficult to keep a positive promise forever. Day trading on better is a rough ride.
As we enter a post-industrial economy where good jobs are going to continue to get more scarce, creating a positive cultural dynamic-one in which the social contract can deliver meaning-is more urgent than ever.
The constant awareness that’s pumped in via the media rarely matches the experiences (positive or negative, exciting or not) that many people choose to experience every day. That mismatch often translates into unhappiness.

If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the CX profession. Therefore, I often campaign against using NPS as a part of a feedback…
The post Is there an NPS advantage we cannot deny? appeared first on Customer Experience Magazine.

What are some new trends or some new things different companies and businesses are doing to enhance their customer experience during COVID-19? That is, how do they make the customer journey seamless and delight customers? Something like how Waitrose had introduced bookable shopping slots. Is there something new or specific like a new service or maybe an experience?
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With hybrid working being a new norm, enhancing voice and collaboration solutions for customers became a must for digital businesses. The CXM team reports on a new partnership between BT Wholesale and Cisco Webex, and their journey through the era of hybrid working. BT, the UK’s leading telecommunication provider, is strengthening its support for Wholesale…
The post BT partners with Cisco to deliver smooth hybrid working appeared first on Customer Experience Magazine.

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The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience.
If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Read on for a crash course!
Six Crucial CX & Contact Center Trends That Will Shape 2021
What is a Visual IVR?
The original Interactive Voice Response (IVR) system is better known to customers as the phone menu. This tool gathers customer information and guides callers into the proper phone channels to be connected to an appropriate agent.
Like its predecessor, Visual IVR collects customer information and directs them down the proper channels — only now, it’s a web-based interaction. This new support experience makes for an easy, frictionless customer journey.
Where do you use a Visual IVR?
Visual IVRs are usually hosted on a business’ website or mobile app. They’re designed for quick and intuitive navigation, and some even leverage AI to anticipate the customer’s needs.
Through this full-service experience, contact centers can gather more data with greater accuracy in a single interaction. When combined with a Customer Relationship Management (CRM) tool, you can store this data to create more personalized interactions with your customers in future.
Customer Experience Leaders Share Their Industry Trend Predictions for 2021
Why use a Visual IVR?
Better data collection.
Asking for information on a visual interface is much easier than a traditional phone line. Customers find it much easier to type their information into a Visual IVR than pushing numbers on a traditional phone menu. This means higher quality data with less room for error — and more of it!39663
Direct customers to self-serve tools.
While popular with customers, the voice channel is expensive to run and tricky to manage. To lower costs and ease burden off your agents, Visual IVRs can utilize chat bots and intuitive AI technology to answer commonly asked customer questions and drive them to self-service channels, such as an online knowledge base or FAQ.

FACT:
44% of people surveyed in the U.S. still prefer phone or voice as their primary customer service channel. That’s 21% higher than any other channel available.Microsoft State of Global Customer Service Report

Create a seamless omnichannel experience.
Modern customers expect businesses to engage with them wherever they are and carry the conversation between channels. Visual IVR can go one step further and transition your customers from one channel to another. For example, if a customer issue is too complex to solve through standard resources, you can offer them a scheduled call-back from an agent.
Make a lasting impression on your customers.
According to Hubspot, 93% of customers are likely to purchase multiple times from a company with excellent service. With a stat like that, investing in your customer experience is well worth the investment. Trust us, customers take notice of brands that can take their issue and turn it into a positive and enjoyable interaction.
5 Ways to Remove Friction in Your Customer Support Channels in 2021
Visual IVR’s perfect pairing.
Call-back technology and Visual IVR are a well-known power combo in the contact center world. In fact, Voice Call-Backs address one of the biggest CX challenges not covered by its counterpart: long hold times. With this tool, customers can choose to skip the queue in favor of receiving a call-back later from an available agent. The results? Higher customer satisfaction (CSat) scores, lower abandonment rates, and improved First Contact Resolution (FCR).The post Blog first appeared on Fonolo.

Take control of your first-party cookies to empower human-centric communication and create successful campaigns in a privacy-first world. We’ve all been told the death of the third-party cookies will suddenly catch us off guard, and there’s no denying that marketers face significant challenges this year as they prepare for Google’s planned phase-out. However, we have…
The post Five customer engagement tips for using first-party cookies purposefully appeared first on Customer Experience Magazine.

Rarely talked about, and the heart of marketing and more than that, of culture.

We can’t possibly know precisely what’s inside the book or the box or the bottle before we buy it for the first time. We take meds or go to the movies in anticipation of an outcome, and we give the producer the benefit of the doubt (or we don’t go, because the doubt is too much for us to handle.)

And we do the same thing with people. Who we hire, who we are afraid of, who we marry. We can’t know, not for sure, not until our experience with them is complete.

And we make all of these decisions without a conscious thought.

When we persistently and consistently do it incorrectly, we suffer. We create injustice, we miss out on opportunities, we fall prey to scams. The more we generalize our benefit of the doubt (and worse, the amplification of the doubt) the more damage we do.

The internet has overwhelmed us with data, and some of it (but not much) is actually turned into useful information. Some of that useful information is helping us see how long we’ve been mistaken about the benefit of the doubt in so many of the biases and actions we take (and don’t take).

Examining how we instinctually make these choices is a powerful first step in making better ones.

In this article, we continue the story about MYRenault by highlighting the most important aspects of the app. In the first part of the narrative, Axis Partners gave you an outline of the phone app market and MYRenault evolution. However, we are well aware our readers might finish the first article wondering what makes MYRenault…
The post MY Renault at the destination: driving to the CX innovation appeared first on Customer Experience Magazine.