How to Design Interactions that Produce Elated Customers

By | March 5th, 2019|Blog, Contact Center and Customer Engagement|

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. A satisfied customer might say: “OK, that went well. I got what I needed.” An elated customer will say: “That [...]

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Happy customers can make a company as much as disgruntled ones can break it. [...]

You’re Winning Customers; Now Keep Them Engaged

By | February 6th, 2019|Blog, Contact Center and Customer Engagement|

Companies invest heavily in sales and marketing to grow their customer bases. What they do next to nurture those relationships—especially digital-only customers—leaves much to be desired. The good news is that’s changing as companies hire Chief Customer Officers who are increasing focus on Customer Engagement Management (CEM). This technology category contains apps and services that [...]

Agent Turnover Improves With DCX Initiatives

By | September 5th, 2018|Blog|

An age-old problem in contact centers is high turnover rates among agents. But contact-center leaders are starting to see improvements through various digital customer experience initiatives. Overall, organizations reduced their annual turnover rate from 24.2% to 16.8%, following their digital transformation initiative. The success was even more pronounced with large organizations with more than 2,500 [...]

Agent Analytics Delivers Success for Customer Experience

By | August 29th, 2018|Blog|

The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result, it should be a key selection criteria for those [...]

Top Vendors for Digital Customer Experience Success

By | August 29th, 2018|Blog|

Developing a solid Digital Customer Experience (DCX) strategy is a large, complex task—not only because of the number of technologies involved, but because of the even larger number of providers. In our 2018-19 Digital Customer Experience research study, we asked 697 global IT and business leaders an open-ended question to gauge which technology providers are [...]