Execs In The Know- A Global Network of Customer Experience Professionals


One Size Never Fits All — Even When It Comes To Customer Service Platforms

The following is a guest blog written by Elaina Ransford, Helpshift To learn more: Register for the Helpshift webinar, hosted by Execs In The Know.

We know that different business models require different customer support models. The needs of a global mobile gaming company will differ from those of a boutique online marketplace. Likewise, even within a company, different departments and geographic locations may be best suited to varying customer service strategies. However, despite the fact that the vast majority of companies recognize that one size doesn’t fit all, many customer service platforms used today do not offer the flexibility required to offer the right experience to different segments of customer bases.
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What Many Executives Are Still Getting Wrong About Self-Service

The following is a guest blog written by: Jennifer MacIntosh, VP Customer Experience at Coveo,
Learn more about Coveo by visiting their website.

Self-service is no longer optional.

In the past, if you had self-service, it was a cost-cutting measure. It was a way to ensure that you could reserve your most difficult questions for your contact center agents and keep the repetitive, simple answers on a support site or corporate website. Don’t waste valuable agent time answering that call when that content can live on your website.

Now, the conversation has shifted. Trust me – or anyone who has had to spend time on the phone with a contact center agent to change a password. You don’t want to waste your agents’ time, but more importantly, you don’t want to waste your customers’ time. Your customers now expect more from their experience. One survey confirmed that 2 out of 3 customers preferred self-service over speaking to a company representative and 9 out of 10 would use a knowledge base if it met their needs.
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A Balancing Act – High-Quality CX for Fast-Growing Businesses

The following is a guest blog written by Rebecca Brown, EVP, Business Development, at Teleperformance. To learn more about this case study, register for this TP Talk

Sometimes you see a new startup arrive and it’s clear that they are in the process of disrupting (or creating) an entire industry. Redbubble is one of those startups. They provide a platform for independent artists to reach customers by using their art on products such as T-shirts, bags, stationery, and other gifts. It’s an entirely new approach to purchasing original art that is fun and great for both the customer and the artist.

However, no matter how cool a startup may be, customers today don’t accept a poor customer experience – they just move on to the next exciting new company. For many new innovative young companies, the focus typically falls on new ideas and new business growth. Caring for customers is often an unintentional afterthought. The successful, forward-thinking leaders for fast-growing business strike a balance between growth, quality care, and scalability.
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The Hottest CX Trend in 2019 – “Reward your customers to invest in your employees”

What did you say? Really??? That can’t be right!!!!!

We predict that 2019 will be the year where businesses realize how easy it is to reward their own customers, save money and use those savings to invest in their own people.

Digital transformation is the strategy of transforming customer engagement by shifting from traditional models to digital ones like crowd & gig models, AI and pure self-service. The benefits of this are clear; they offer millions of savings per year and, to date, the prospect of lower cost to serve has been one of the main drivers for change
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