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It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.
'Is it the end of bread and butter service ? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers. These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers.
Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
'If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. This is true in the case of government agencies and private sector security/risk management as well. I know because I have experience in both worlds, first as a Special Agent in Charge and Assistant Director for the FBI, and later as a Corporate Security Executive for the largest bank in th
'If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. This is true in the case of government agencies and private sector security/risk management as well. I know because I have experience in both worlds, first as a Special Agent in Charge and Assistant Director for the FBI, and later as a Corporate Security Executive for the largest bank in th
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Now in the great realm of this very complicated world, happiness with a company might be perceived differently – that is depending on what we expect, how and of course to what extent.
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
I was having lunch with a colleague and we were talking about some issues she was having at work. She was saying how difficult it was to get her senior leadership to understand issues the front-line employees deal with every day. She shared concerns for what she described as a big disconnect between employees who interact with the customers and upper management.
There’s a December 25 deadline, so it’s not really optional whether or not we want to wait at a checkout line – that is unless we shop online. This year, according to a Deloitte survey, online shopping is up in the United States from one-third last year to one-half this year showing more consumers opting to stay away from shopping malls.
The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport.
The airlines seem to frequently score high grades in the customer service rudeness polls, but every once in a while we need to acknowledge those who go above and beyond what is expected and congratulate the company for hiring and maintaining such excellent employees – you know those dedicated people who don’t have to read those extra customer service suggestions in their manuals.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Black Friday and Cyber Monday certainly hit the news. Between the deals that started Thanksgiving night when the turkey was barely off the dining room table to Cyber Monday when the children just crawled into their beds Sunday night only to be awakened by the sound of mom’s manicured nails tapping at the keys and hitting “shopping cart,” the frenzy continued.
Just days before Christmas, Best Buy canceled online orders dating back to November because it ran out of some of the hot merchandise. Target’s website crashed twice while Wal-Mart and Barney’s also ran out of popular inventory. Best Buy apologized for the inconvenience and offered gift cards to affected shoppers, but shoppers have long memories and having to get out into the world of shopping malls just days before Santa is due to arrive can harbor some long-lasting ill feelings abo
Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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