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Customer Experience

Co-Create-Experience

Co-Create an Experience that Customers Value

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value...
Contact Center Customers Want Out!

Lost in the Labyrinth… Customers Want Out!

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
Call-Center-Inside-View-Feature

Inside View: UPMC Health Plan

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...
Leverage Customer Data to Deliver a Personalized Customer Experience

Leverage Customer Data to Deliver a Personalized Customer Experience

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...
Contact Center Digital Strategies Driven by Customer Experience

Digital Strategies Driven by Customer Experience

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Map Your Customer’s Journey

Map Your Customer’s Journey

Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
First Steps on the Contact Center Omnichannel Journey

Omnichannel Strategy: Start with the Right Internal Resources

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....
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Inside View: Ciena Corporation

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
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Inside View: Travelzoo

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...