Archives for Customer Experience

Avtex Acquires Automated Voice & Data Solutions

MINNEAPOLIS, MN – February 15, 2019 – Avtex, an end-to-end Customer Experience (CX) consulting firm, announced today its acquisition of Automated Voice & Data Solutions (AVDS), a Houston-based leader in contact center and customer experience communications solutions. AVDS focuses on designing and implementing contact center technologies that help clients provide engaging and effective customer interactions and experiences. Leveraging the Genesys contact center technology portfolio, AVDS creates customized contact center solutions that meet the unique needs of clients in a wide range of industries. “Combining AVDS’ expertise in delivering enterprise voice solutions with the additional products and services offered by Avtex
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Personalization in the Transformation Age

The ‘P’ word!  It’s the focus for all brands looking to differentiate their products and services through superior experiences. Personalization can provide a number of benefits to the overall experience… if applied correctly, at the right time, and with the right information. There’s also a caution that comes with this goal – over-personalized communications can come across as creepy. The digital transformation age we’re in provides us with so much more information at our fingertips and access to new people, places and things; however, that comes with the tradeoff that our actions are tracked and scrutinized by companies looking for an
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The State of Customer Experience in 2018 and Beyond

As 2018 draws to a close, there are some exciting developments on the Customer Experience front. Year-end is not only a great time to look back and reflect on the last year, but also the time to look at what’s ahead for CX. Join Avtex leaders from multiple departments as we examine the events of 2018 and make predictions for CX developments in 2019. During this 30-minute webinar, we cover a number of interesting questions and topics, including: Impactful CX innovations AI’s role in customer interactions Omnichannel visibility and orchestration Experience design Journey mapping and its ever-evolving role in CX
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CX Technology — Could vs. Should: Finding the Sweet Spot in CX Technology

For the final webinar in the series, we will go behind the scenes to discover how a large midwestern bank set out to deliver unique customer experiences. They understood the need to invest in CX technologies to support their vision. However, with all the choices and vendors labeling their technologies as a “CX Platform” they didn’t know what they should do. This case study demonstrates how a proven approach can enable an organization to make the right CX investments and deliver on the expectations of their customers.
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The Key to Excellence: Driving Business Success with Great Customer Experiences

A quick internet search for the term “the importance of Customer Experience” reveals a plethora of statistics, studies and opinion pieces focused on detailing the discipline’s rising focus. While these illuminate the importance of CX, they don’t truly answer the real question you’re asking – how will CX propel my business forward? Breaking the impact of effective CX down into purer, more tangible concepts may be more enlightening. In basic terms, CX is important to the success of your organization because of its ability to create positive feelings and unique experiences that help your company stand out in the crowd.
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Five Ways to Get the Most Out of Your Customer Experience Program

As with any organizational investment, Customer Experience programs must provide a return on investment. With that in mind, it is important for leaders to do everything within their power to make the most out of their CX programs. Here are just a few strategies you can leverage to maximize the effectiveness of your CX program. Focus on the Customer When developing your CX strategy, it is important to remember why you’re creating one–your customers. Far too often, the customer’s best interests or needs take a back seat to sales quotas, profits or outdated policies. Failing to focus on the customer
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Avtex and Daon Announce Partnership to Dramatically Improve Contact Center Experiences While Maintaining Security

Avtex will bring Daon’s Mobile Biometric Authentication to the Contact Center and IVR RESTON, VA (OCTOBER 23, 2018) – Daon, a global leader in biometric identity technology, is pleased to announce its partnership with Avtex, a customer experience (CX) focused consulting and technology company, to dramatically improve contact center experiences for the customers of Avtex clients. As the largest global provider of the CX platforms from Genesys and a Microsoft Inner Circle Partner for Dynamics CRM and Power BI, Avtex will deliver CX solutions that are fully integrated with customer biometric authentication at unprecedented scale. Avtex has built an integrated
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CX Technology — Could vs. Should: Identifying Viable Solutions for Your CX Goals

With so many solution vendors jumping on the “CX” bandwagon, it can be difficult to identify technologies that truly support your unique Customer Experience goals. In the second webinar of the series, we offer insight that could help you better understand which CX technologies, features and strategies you COULD explore versus those that you SHOULD explore. Join us to learn how you can cut through the noise and make the right technology investments to support your CX strategy and vision. This 30-minute session covers: – Key findings from our work in CX technology consulting – Steps for developing a strategic
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Don’t Ignore Negative Online Reviews

Thanks to the proliferation of online reviews on Yelp, Facebook, and Google, your customers have the ability to share their experiences with your brand publicly and within minutes of a service experience, good or bad. Those unhappy reviews have a direct impact to your bottom line. Research conducted by Gallup found that unhappy customers cost U.S. businesses more than $550 billion annually. Unhappy Customers Impact More Than Revenue It isn’t just lost revenue that must be considered when it comes to bad customer reviews. Customers who form a negative perception of your brand can negatively influence your brand image and
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