Posts by Andy Balgord

Highlights from the Avtex Experience Summit

Highlights from the Avtex Experience Summit With the inaugural Experience Summit in the books, we thought we’d share some highlights and key takeaways from the event. If you missed out on the Experience Summit, don’t worry – there’ll be many more opportunities to connect with Avtex team members and fellow CX professionals in the future. Who knows? Maybe you’ll have the chance to attend next year’s Experience Summit. Robb Best Knows the Human Mind The event’s keynote speaker, Robb Best, was impressive to say the least. Robb’s personable approach to the complex topic of brain science kept the crowd completely
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Exploring the Potential of Bots and AI on the Modern Organization

Webinar Overview: Join Avtex as we explore the potential impact the use of bots and artificial intelligence can have on your organization and your Customer Experience efforts. During the 30-minute webinar, we’ll review potential use cases for bots, including: Using bots to support chat Q&A on your website Using bots to gather and feed information into Microsoft Dynamics Using bots to support a knowledge base back end Using bots to begin a conversation and route to appropriate representatives
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Interaction Analyzer and Tethr – a Side-by-Side Comparison

Webinar Overview: Maintaining the high-quality interactions, or “wow” moments, of CX giants like Amazon and Zappos can be difficult. Organizations should always strive to match the experience offered by these leaders, however. Speech analytic tools like Interaction Analyzer and Tethr can help your organization identify the amazing interactions that take place every day. These solutions help QA agents track stellar interactions, review less than optimal calls and encourage each of the factors that went into creating wow moments. We’ll do a brief side-by-side comparison of Interaction Analyzer and Tethr based on several factors, including: Price Features Reporting By comparing these
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Drive Revenue with Great Customer Experience – Part 3

Make the Case for Investing in Your Organization’s Customer Experience In its recent report, Drive Revenue with Great Customer Experience, 2017, Forrester offers a wide range of valuable advice on how to make the case for investing in your organization’s CX. According to the report, it may be helpful to: Seize the opportunity for your brand: Understanding the relationship between CX and revenue for an industry is a good start. But Forrester found that the CX-revenue relationship for individual brands often differs from the relationship at the industry level. The distribution of CX Index scores within a company can differ,
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Drive Revenue with Great Customer Experience – Part 2

How the Revenue Upside of Improving CX Varies by Industry The relationship between CX and revenue potential is one piece of the puzzle. The other is the distribution of CX Index scores by industry. Taken together, they offer valuable insights into where companies in an industry should focus their CX efforts. In its recent report, Drive Revenue with Great Customer Experience, 2017, Forrester offers insight into the upside of improving CX in various industries. Highlights of the report’s findings include: Auto manufacturers: Mass-market auto manufacturers have the highest revenue potential. The high per-unit revenue from the sale of each vehicle
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Drive Revenue with Great Customer Experience – Part 1

While Customer Experience leaders and professionals are quick to tout the importance of their craft, many are unable to clearly answer the question of the true value of CX improvements. Assigning a financial value to the impact of CX improvements has long been a challenge for many CX leaders. With that in mind, Forrester conducted extensive research on the dollars and cents value of CX. We’re pleased to bring you this useful report from Forrester regarding the financial impact a CX improvement can have on your organization. Read the full report for more information on how leading organizations are placing
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Exploring the Fundamentals of Patient Experience

Leveraging Technology and Best Practices to Attract and Retain Patients Competition amongst medical care and insurance providers has hit an all-time high thanks in part to health care reform. With added options available to patients, the power has shifted to those seeking medical care, rather than those providing it. This shift has resulted in significantly altered patient expectations; patients once focused solely on obtaining quality medical treatment now expect a more robust and effective experience whenever dealing with a medical provider. According to a wide range of studies and surveys, today’s patients expect: That a medical provider knows them and
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Building a Comprehensive Approach to Patient Experience

Boiled down to their basest form, patient demands include that a provider know who they are, communicate efficiently, address their personal needs and maintain simple access to care documents and information. Addressing these demands requires a comprehensive approach. Building a 360-degree customer experience involves the implementation, optimization and integration of multiple technologies and best practices. Understanding your patients’ demands, and the strategies for meeting them, is vital to the ongoing success of your practice or organization. There are a number of key goals all medical providers should strive for when creating an effective patient experience, including: Maintaining effective communications Knowing
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