Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Pointillist

AUGUST 26, 2019

Most CX teams make the mistake of focusing only on the last one or two customer interactions instead of looking at the entire customer journey. It doesn’t help you understand, for example, the impact of an interaction further back in time. customers whose scores range from 0 to 6) Find a unifying trend (e.g.

NPS 79

NPS Strategy Net Promoter Score How To 79

Pointillist

JANUARY 19, 2022

But your customer sees each interaction as one continuous journey to reach her goal. You painstakingly optimize interactions to achieve your goal. It also facilitates customer journey measurement, which is the practice of measuring end-to-end journeys rather than singular interactions within isolated touchpoints. Then, boom!

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Alliance by IFS

JANUARY 30, 2017

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. Because there is a clear return on investment (ROI) both in efficiency and cost savings, as well as in customer relations.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. There are a few core principles to understand when you’re getting started with customer experience.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Ecrion

JUNE 18, 2018

While it’s no longer a “new feature” for companies to provide customers a choice in how they receive communications – SMS/text messaging, email, and print, for example – what is becoming an emerging technology is dynamic documents with interactive customer data visualizations. It’s the Internet of Things. It doesn’t have to be.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

While it’s no longer a “new feature” for companies to provide customers a choice in how they receive communications – SMS/text messaging, email, and print, for example – what is becoming an emerging technology is dynamic documents with interactive customer data visualizations. It’s the Internet of Things. It doesn’t have to be.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Talkdesk

JULY 31, 2017

Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. So instead of minimizing the handle time and trying get them off the phone or get them off the interaction, they are listening to customers and finding out what’s going on in their lives and building relationships.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Natalie Petouhof

SEPTEMBER 19, 2016

They see the company as one large department and they expect that you know them and that you treat them the same in all channels, on all devices and from all interaction aspects – from marketing, to service to… If a Millennial has a problem with a company, instead of calling customer service… . 55% visit those sites once/day.

Wireless 40

Wireless Social Media Contact Center Study 40

Michel Falcon Experience

JULY 17, 2015

Keynote: Verizon Wireless Retail Summit. Customer experience is the design of the interactions your customers have with you—from the beginning of their relationship with you to the end of it. There will always be a positive ROI when you invest in your customer experience. Here’s an example. Watch the movie.

Industry 60

Industry eBook Employee Experience Wireless 60

Talkdesk

JULY 31, 2017

Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. So instead of minimizing the handle time and trying get them off the phone or get them off the interaction, they are listening to customers and finding out what’s going on in their lives and building relationships.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to have a conversation with you and this is where I’m going to ask you to really think about the behaviors of your customers and anyone that interacts with your brand. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores?

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

West Monroe

JANUARY 23, 2022

Utilities that previously relied on return on investment (ROI) and the full recovery of operations and maintenance (O&M) costs deemed prudently incurred by regulators will need to adjust to more competitive market and investment models for which performance is the primary driver of recovery.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Michel Falcon Experience

MARCH 12, 2019

But one day I got an email from an executive of Verizon Wireless, and just before that like, literally 24 hours before that, my biggest client was Ferguson Moving and Storage based in Vancouver; about a $2, $3 million company at the time. I understand the interactions that you have with your customers are, time is the game.

Culture 12

Culture Employee Engagement Company Engagement 12

Pointillist

MARCH 20, 2020

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Bold360

DECEMBER 1, 2016

“One big mistake to avoid when evaluating and purchasing customer experience software is…” Not consulting everyone on your team that will be interacting with it. Customer experience is the result of interactions between a business and its customer over the lifetime of their relationship. Erol Toker. TrulyWireless.

Software 40

Software Customer Experience Company CRM 40

Interactions

DECEMBER 18, 2024

“We needed to look at the ‘dark data,’ which can be gathered by taking a closer look at the conversational data from previous customer support interactions.” We can then proactively recommend a home network router upgrade or an addition of a wireless repeater that will stabilize their home network.

Innovation 62

Innovation Self Service Engagement Effort Score 62