Category: Customer Experience

A Definition of Service Delivery Optimization While you may like to think that your call center handles the majority of your customer service, the truth is that activities that impact the customer experience happen across your organization and its various channels. As organizations face the challenge of so many employees outside the contact center handling […]

A Definition of Omnichannel Customer Engagement Customers do not take a linear path to organizations anymore. Rather, they engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. We know that customers conduct online searches and visit websites before they make their first phone call, and we […]

Customer experience is more than a buzzword. It’s become a significant factor in customer satisfaction, customer loyalty, and customer engagement. Knowing how to deliver an ideal experience throughout the customer journey is key, and hearing from industry experts and influencers will guide you in the right direction toward improving your customer experience. We’ve rounded up […]

A Definition of Customer Journey Mapping Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes from the first exposure to a brand or company through the final purchase – sometimes including the post-purchase experience as well. It’s a flexible technique, allowing marketers to use several tools and […]

Customer journey mapping is an important step in gaining an understanding of how your prospects and customers interact with your company from the initial contact to engagement, purchase, and beyond. But in the age of digital media, there are myriad channels through which a prospect can be introduced to a new business, various points through […]

Capturing the Voice of the Customer (VoC) is widely regarded as one of the best methods for gaining insights into customer preferences, requirements, and feedback about a product, service, or company as a whole. These insights are valuable to businesses seeking to boost customer satisfaction, develop new products and services in line with customer demands, […]

Post by: Frank Sherlock, VP, International, Sales It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. I just attended the CCW 2017 Conference (https://www.ccweurope.com/) and the main theme:  NextGen Customer Contact: Delivering a connected customer journey through digital and omnichannel, seems to confirm this notion.  Consumers expect more […]

Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […]

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and  hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

Customer experience (CX) refers to the interactions between a customer and an organization that occur for the duration of the business relationship. In recent years, customer experience has grown in value to supersede product quality, value, and customer service. Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, […]

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

In today’s fast-paced, consumer-driven marketplace, customer communications channels abound.  Gone are the days of simply picking up the phone and contacting customer service.  Instead, customers communicate with companies through numerous channels, including social media, email, live chat, and more. So what does this mean for companies looking to provide optimal customer experiences? In order to […]

Last week, CallMiner hosted our eighth annual LISTEN user conference and customer engagement analytics event.  LISTEN 2016, which took place at the beautiful Opal Sands Hotel in Clearwater Beach, Florida, featured sessions, keynotes, and roundtable discussions on speech analytics, customer experience, call center efficiency, and more. At its core, LISTEN is an event designed to […]

In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […]

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.  Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.  It’s no longer enough to provide good customer service – organizations need to constantly be thinking about now to build and maintain customer relationships to drive customer loyalty and retention. Forrester’s latest “State of Loyalty Strategies” report, in fact, […]

By definition, “customer engagement” is an effect, a reaction, a connection, a response, and/or an experience of customers with one another, with a company, or with a brand. But what does customer engagement actually mean? According to CRM expert Paul Greenberg, the first step toward establishing valuable customer engagement is understanding what value means to [...]

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […]

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […]

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]