By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jul 26, 2018 | CCE, CCS, CCW
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer, and the methods by which they exercise their voice, this is a major...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Jul 26, 2018 | CCE, CCS, CCW
In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or process transactions with your company. This can include allowing customers to handle their own interactions via...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Jul 26, 2018 | CCE, CCS, CCW
Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a number of familiar and new faces to discuss the continued shift toward a more digital world. Over the course of the three...
By Chad Hendren, Owner-Head Coach - Team Manager, Gravity MTB | Jul 19, 2018 | CCW
Making your CX strategy real by engaging and energizing the people you need on your side. A strategy only shines in execution. For your carefully-laid plans to add real business value to the customer experience, you need to look at how you implement your strategy from...
By Chad Hendren, Owner-Head Coach - Team Manager, Gravity MTB | Jul 19, 2018 | CCW
Compiling and analyzing data from multiple customer touch points, based on company-set metrics, will provide a dynamic and actionable way of improving customer experience Whether you know it or not, your business is awash in data about your customers and what they...
