Archives for Customer Experience

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 Far too often, the customer’s best interests or needs take a back seat to sales quotas, profits or outdated policies.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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Happy CX Day 2018!

Holidays are usually only spoken about around the office as small talk or as a PTO benefit.  However, I’m going to add one holiday that should be celebrated in the enterprise.  It’s CX DAY! That’s right, today is the day we should all take a moment to appreciate and celebrate all things CX. As a bit of history, CX Day was developed by the Customer Experience Professionals Association, or CXPA.  For the past six years CXPA has encouraged CX leaders and professionals to celebrate the discipline, and the day and has grown rapidly as more companies embrace this chance to
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CX Technology — Could vs. Should: Decoding the Crowded CX Technology Marketplace

 From Artificial Intelligence to Machine Learning, Customer Analytics to UX Design Tools, it seems every vendor offers a solution or platform to help organizations drive CX. Simply because a vendor markets their technology as a CX solution, does that mean it will have the impact your organization is seeking? Join us as we examine the noise in the market place and offer suggestions on how to make sense of it all. This 30-minute session covers: – The crowded CX technology marketplace – Features and functionality that offer real impact – Benefits of implementing various CX technologies
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How to Create Lasting Customer Relationships

Even a small amount of effort directed at keeping existing customers happy can greatly impact a company’s bottom line.  Research done by Fred Reichheld of Bain & Company, the inventor of the Net Promoter Score, shows increasing customer retention rates by as little as 5% can increase profits by 25% to 95%.  And yet, while most companies have a strategy to acquire customers, only 18% have a strategy that focuses on retention according research from Invesp. So how can you make keeping customers happy a priority? Here are three steps to get you going: Step #1: Make it Easy to
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Three Eye-Opening Technology Trends in Customer Experience Strategy

Understanding the technology eco-system your business operates within is critical to developing customer experience strategies that differentiate your brand and generate growth. New technology spaces such as the Internet of Things (IoT), artificial intelligence, and even the changing landscape of social media are all revolutionizing the way companies deliver experiences to their customers. Trend #1: KPI Measurement via Social Media Twitter is one of the world’s fastest growing social media platforms, especially for brands attempting to gain exposure. Tweeting is fast, enabling customers to connect with businesses in new ways quickly. Measuring Key Performance Indicators or KPIs on Twitter is
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