Category: Customer Experience

In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to home working. Companies across a variety of sectors had to fast track remote operations,…
The post Cloud-enabling technology at the heart of business development appeared first on Customer Experience Magazine.

Partnership Helps to Meet Massive Demand for Contact Center Modernization at Scale
SAN FRANCISCO, CA – April 20, 2021 08:00 AM Eastern Daylight Time
UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, today announced a strategic partnership with Jenne, Inc., one of the nation’s leading value-added Technology Solutions Distributors and a Cloud Master Agent. 
As a UJET Master Agent, Jenne’s partner network will have full access to UJET’s CCaaS 3.0 platform and features, including UJET’s unique approach to embeddable experience, which enables businesses to fully integrate support into their existing mobile experience. 
“The combination of UJET’s ultra-modern cloud contact center solution with the trusted experience and extensive partner network of Jenne will help tech-forward businesses and industries adopt scalable, reliable, and secure customer service tools to eliminate operational silos and create more intelligent and natural customer interactions,” said John Lynch, Chief Revenue Officer, UJET. “We’re thrilled to partner with a leader like Jenne and bring these capabilities to market rapidly and at scale.”
The limitations of traditional CCaaS technology combined with a change in how consumers engage has left the customer journey more fragmented than ever. UJET’s CCaaS 3.0 represents a seismic shift in Contact Center operations, addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with the changing human interaction landscape.
“Jenne, Inc. has always strived to offer unparalleled support and marketing services designed to assist our partners accelerate business growth through our vendor partners,” said Patrick Howard, Vice President, Vendor Management and Marketing, Jenne. “With UJET, our partners can now offer solutions to quickly address the challenge and frustration of the legacy, two-dimensional contact center head-on, while providing them with the ability to offer a seamless, natural, and contextual experience expected by their customers today.”
With UJET’s mobile web and in-app support, businesses can eliminate fragmented, repetitive customer interactions while unifying their customer data for a more intelligent and contextual customer journey. Partners can also access the new UJET Virtual Agent which provides proactive, conversational AI to empower both customers and contact center agents 
UJET’s channel partner program supports strategic business partnerships, master agents, and integrators looking to diversify their portfolio, grow their business, and partner with a leader in contact center digital transformation. More information about joining UJET’s channel partner program can be found at https://ujet.cx/partners/.
About UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn, Twitter, Facebook, Instagram and subscribe to our blog!
About Jenne
Jenne, Inc. is a leading U.S. based value-added distributor and master agent of technology products and solutions focusing on unified communications and collaboration, networking and infrastructure, video conferencing, physical security, the Internet of Things (IoT) and the cloud, including equipment and software for the Enterprise and SMB markets. Founded in 1986, Jenne is committed to providing value added resellers, integrators and service providers with a broad product selection, competitive pricing, on-time accurate delivery, outstanding technical support plus ongoing sales and technical training through Jenne University. The company is headquartered in Avon, Ohio.
Learn more at www.jenne.com and follow us on LinkedIn and Twitter!

Media Contacts
Holly Barker
UJETpr@ujet.cx
Susan Elder, 440-471-3434
Jenne, Inc.
Senior Director of Marketingselder@jenne.com
The post UJET Announces Strategic Global Partnership with Jenne appeared first on UJET.

The rewards of exceptional customer experience are undeniable. We can hear the evidence knocking on our office doors. And exceptional customer experience is profitable. Eighty-six percent of buyers will pay more for a great customer experience. Additionally, a study from PWC shows that great customer experience generates up to 16% more revenue. But the draw of great customer experience isn’t simply more revenue. The downside to poor customer experience could be catastrophic. Surveys show almost a third of customers (32%) will sever ties with a brand they value following a single negative experience. Let that sink in. Full article: https://www.genesys.com/blog/post/improve-loyalty-and-increase-revenue-with-customer-service
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When we do our work without regard for a third party, simply to serve the reader, the customer or the story, we’re creating something that’s unsponsored.
The third party shows up when we’re encouraged (by payment or other means) to have multiple objectives. And those usually bring compromise.
When our goals are aligned with those that we serve, we have a rare chance to maximize both. It’s worth seeking out. We’re not unsponsored. We’re sponsored by the very people we’re engaging with.

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of Customer Management, I’ve often wondered why a business treats its Voice of Customer (VoC) and…
The post Building B2B trust for more customer-centricity appeared first on Customer Experience Magazine.

Whenever you are in an industry segment that delivers physical products to your clients, then your main concern should be that all shipments are going to be delivered in time to satisfy their needs and provide a good experience.  However, if you are dealing with virtual goods such as digital currencies for online gambling platforms,…
The post Tips to increase your warehouse efficiency and improve your customer experience appeared first on Customer Experience Magazine.

Great customer experience (CX) often begins with highly prepared customer support agents. When a customer calls, your support agents should know who they are, what they are calling about, which product they purchased and more. To achieve this level of agent knowledge and preparedness, ultimately improving your organization’s CX, you need to bring together two historically disjointed systems: the call center and your Salesforce CRM. When integrated, these systems will provide support agents with an instant view of all the customer information they need. To empower your support agents so they can delight customers rather than spend time searching through various tools, here are three useful tips for a seamlessly integrated contact center:
Personalize every interaction with seamless Salesforce integration.
Improve efficiency by eliminating manual and repetitive work.
Provide a complete customer experience.
Full article: https://www.talkdesk.com/blog/how-to-streamline-customer-service/
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If your comment is helpful to anyone else, than it’s generous indeed.

Holding back is selfish, because it deprives the group of your insight at the same time that it normalizes non-participation.

If you’re wondering, so is someone else.

One goes up in value, the other doesn’t.
It’s fun to imagine that our expenses are investments, but if they were, we’d call them investments.
Our tools can be re-used, and our assets have value to us and to others. Skills can be an investment, compounding as they grow. Expenses, on the other hand, fade away.

I found this to be very helpful: Why Banks and Credit Unions Keep Blowing It Using Net Promoter Scores (thefinancialbrand.com) I also modified my NPS calculation spreadsheet to the following scale: 0-7 = Detractors, 8-9 = Passives, 10 = Promoters. Hope this helps!
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