Category: Customer Experience

User authentication has become one of the great banes of our modern, connected existence. Customers forget passwords, can’t remember their answers to security questions, and resent being treated with suspicion when they want to access their own bank account! Voice identification technology simplifies the authentication process and makes it more secure. Your customers will appreciate the passive enrollment, fast authentication, and secure access provided by voice identification, while you leverage each customer’s unique voice to enhance the customer experience. Full article: https://www.nice.com/engage/blog/rta-with-voice-identification-you-know-whos-calling-2640/
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‘Tis the season to eat healthy and stay active… burning off the treats consumed over the holidays and numerous lockdowns. However, life in lockdown is complicated, so while going vegan which hit record numbers this year, a recent consumer survey found that almost a third of Brits admit their eating habits have become worse during…
The post The Key Ingredient to Success for On-demand Food Services is Customer Engagement appeared first on Customer Experience Magazine.

The 16-foot canvas Prospector canoe made by the Chestnut Canoe Company is not the fastest or the lightest or the cheapest canoe but it is an elegant canoe.

Practical elegance is something that is available to all of us. If we choose, it can become the cornerstone of our work.

Some of us make a thing and many of us make a system. What makes something practically elegant is that it’s better, smoother, cleaner, more understandable, kinder, more efficient, friendlier or more approachable than it needs to be.

Microsoft Windows was never particularly elegant, as you could see the nuts and bolts underneath it. It was clunky, but it got the job done.

On the other hand, the Macintosh-for at least 20 years-was surprisingly elegant. When it broke, it broke in an elegant way. It knew things before it asked us to type them in, it had a smile on its face–it seemed to have a sense of humor.

When we create something with practical elegance, we are investing time and energy in a user experience that satisfies the user more than it helps the bottom line of the company that made it. Ironically, in the long run, satisfying the user is the single best way to help the bottom line of a company that doesn’t have monopoly power.

When a designer combines functionality with delight, we’re drawn to whatever she’s produced. That’s the elegance we’re searching for in our built world.

An enemy of practical elegance is persistent complexity, often caused by competing demands, network effects and the status quo. The latest operating system of the Mac is without elegance. When it crashes, and mine has been every few hours for the last week, it crashes poorly. The kernel panic reports are unreadable, by me and by their support folks. The dialogue boxes aren’t consistent, the information flow is uneven and nothing about the experience shows any commitment to polish, to delight or to the user.

Practical elegance doesn’t mean that the canoe will never capsize. It means that the thing we built was worth building, and it left the user feeling better, not worse, about their choice.

Too often, “customer service” has come to mean “answer the phone and give a refund.” But customer service begins long before something breaks. It’s about a commitment to the experience. Creating delight before it’s expected. Building empathy and insight into the interactions that people will choose to have with you.

Of course this takes effort. So do all the other things that go into a product or service. Apparently, though, this effort is perceived as optional by some.

As soon as a product or system creator starts acting like the user has no choice, elegance begins to disappear.

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or even to how your staff feel about your customers, you can learn so much. Larger…
The post It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions appeared first on Customer Experience Magazine.

Customer Experience is an exciting and disruptive profession that is bashing down the very same barriers that the corporate world has self-embedded into its fabric for decades. Demolishing siloes, creating a customer-centric culture, and managing that transformation from old to new – with renewed, microscopic focus on the customer and employee attitudes and behaviors necessary…
The post My CCXP Journey appeared first on Customer Experience Magazine.

Process professionals — the people charged with mapping, scrutinising, and improving the thousands of processes required to run an enterprise — are the unsung heroes of digital transformation. According to McKinsey, 70% of digital transformation projects fail resulting in $900bn of wasted investment. Is it the failure of technology, or of people? In my experience, the mistakes and missed…
The post The 4 Barriers Blocking the Perfect Customer Experience Journey appeared first on Customer Experience Magazine.

A common writer’s trick is to introduce a new term by telling you its origin or what the initials stand for.

SMERSH, KAOS, THRUSH, UNCLE, GIF, NFT, SCUBA, CIA, NSA… you get the idea.

But knowing what the initials are for doesn’t tell us what it means.

And learning who coined a word (and why) is interesting but not the point.

We need a new word when the old words are insufficient to express a shared understanding. And the new word is a placeholder for a story.

If we share the same story about a word, about its place, its possibility and its promise–then we know what it stands for.

New words give us new ways to understand the world, because new words come with stories attached.

And disagreements often happen simply because while we’re using the same word as someone else, we’re not telling the same story they are.

Strategic Global Partnership Delivers on Growing Demand for
More Resilient Cloud Contact Center Solutions
SAN FRANCISCO, CA – March 9, 2021 08:00 AM Eastern Standard Time
UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, today announced a strategic partnership with Intelisys , a ScanSource (NASDAQ: SCSC) company, and the nation’s leading provider of technology services and solutions. With the addition of UJET’s ultra-modern cloud contact center platform, which has achieved rapid adoption and hypergrowth over the last year, Intelisys will further accelerate the growth and success of their sales partners.
The combination of UJET’s unique approach to modern, digital CX along with Intelisys’ technology expertise and the breadth of their sales partner network will help to deliver critical capabilities to customer service organizations that need to adopt secure, reliable, solutions to deliver more intelligent, natural customer interactions in a period of significant digital demand and transformation.
“The events of the last year have added massive demand on Contact Centers of all sizes across virtually every industry,” said John Lynch, Chief Revenue Officer at UJET. “Whether using
on-premises or legacy cloud solutions, support organizations are scrambling to retool in order to deliver consistent, reliable, secure service to their customers. By working with Intelisys and their world-class sales partner network, we’re able to help address this gap in the marketplace much more quickly.”
The partnership allows Intelisys partners full access to UJET’s contact center platform and
features, including their unique approach to embeddable experience, enabling businesses to fully integrate support into their existing mobile experience. With UJET’s 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.
“Our fundamental commitment is to helping our sales partners be successful by providing solutions that meet their customers’ ever-changing requirements across technology markets,” said Michelle Ruyle, Vice President of Digital Transformation at Intelisys. “There’s no market where the requirements for digital transformation and modernization are changing more quickly than in the Contact Center space. UJET offers a unique combination of security and resiliency along with next-generation smartphone-era CX that we’re excited to bring to market with our partners.”
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.co/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.
Follow UJET: Twitter, LinkedIn, and Facebook

Media Contacts
Holly Barker
UJETpr@ujet.co
The post UJET Adds Intelisys to Expanding Channel Partner Program appeared first on UJET.

Of course it does, you made it.

If you shipped it to the world (or even showed it to a colleague) it might be because you liked it. You made it for yourself.

But if your music, your graphic design, your website–whatever your work is–isn’t resonating with the market, it might be because you forgot to make it for them.

Empathy is at the heart of design.

What do people in this group think looks great? What do they need?

Make that.

The United Arab Emirates celebrates its golden jubilee in 2021. In five decades, it has gone from being an undeveloped desert country to reaching the red planet. No country in the world has seen a similar upward growth trajectory. As per the Resonance Consultancy’s latest report, Dubai bags the no. 1 position as the best…
The post EZDubai – A story of successful innovation by Dubai South appeared first on Customer Experience Magazine.