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

Tag Archives: Customer Engagement

Top 10 Best Things About CRS Charleston

Charleston was our most successful Customer Response Summit yet, and we’ll be pondering the ideas it sparked and reliving the memories we created for a long time to come. Narrowing it down to just 10 was tough, but here’s our take on the top highlights of the event.

10. The 5 Minutes of Brilliance Presentations

These bite-sized presentations were so beloved, many attendees asked for more at future events (we’re working on it!).

Andy Yasutake of LinkedIn and Mark Killick of Grubhub did an excellent job of breaking down their respective topics—Andy spoke about how LinkedIn worked on customer service request surges, and Mark spoke about using business intelligence to improve operations. We’re still thinking about their talks.

9. The Case Studies

One thing we’ve heard again and again is that our community craves presentations on what real companies do to move the customer service needle. At CRS Charleston, there were many breakout sessions to choose from. The topics represented leaned to digital and AI concerns, but they were varied enough to make the sessions useful to everyone:

  • -BOTs, Speech, and Humans – Seamlessly Balanced
  • -CX Measurement for the Ever-Connected Customer
  • -Are You Ready? This is the Year of Consumer Messaging & Bots
  • -Scaling True to Yourself
  • -The Future of Customer Service is Here. Are you Ready?
  • -Expanding Customer Conversations Over Digital Channels
  • -University of Pittsburgh Medical Center Health Plan Delivers A High Touch, High Tech Customer Experience

8. The “Networking” Event

There’s no better way to make new connections than at our social events. The evening at Prohibition combined a 1920s-themed party with networking. Friendships and business relationships were formed—or cemented—by the night’s end.

7. The CXMB 2017 Corporate Edition Results

Every CRS Charleston attendee received a copy of the full report in their welcome packet, and COPC Inc.’s Judi Brenstein, Balsam Brands’ Caroline Tuan, Sweetwater Sound’s Salena Scardina, and Grubhub’s Mark Killick explored the real-world implications of the CXMB 2017 Corporate Edition.

Here are some highlights:

  • -82% of corporate leaders feel their organization meets the customer service needs of its customers, while only 40% of consumers do
  • -Just 61% of executives believe their company offers support in all the channels their customers want to use
  • -Metrics CX senior leaders are using to measure success include CSAT (77%). NPS (67%), Customer Effort (28%), and Other (10%)

Continue reading

Execs In The Know Artificial Intelligence Briefings to Make Four Stops in 2018

CX Professionals to Join Together for a Candid Discussion on Artificial Intelligence for Customer Service

PHOENIX, AZ. – (February 12, 2018) – Community of customer experience leaders, Execs In The Know, have announced the details for four Artificial Intelligence (AI) Briefings they will host in 2018. The Execs In The Know AI Briefings will make stops in Boston, MA; Atlanta, GA; Chicago, IL; and Seattle, WA, over the course of the year.

Here are the official dates and locations:

– Boston, MA: February 13, 2018

– Atlanta, GA: May 3, 2018

– Chicago, IL: August 16, 2018

– Seattle, WA: October 18, 2018

Each event is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it. Each day will feature a candid Q&A session with a panel of AI Solution Providers, followed by a Corporate only discussion. There will also be an Innovations Lab, allowing attendees to see live applications of how AI is working to improve CX, in different channels and processes, with various solution providers. Networking, as well as discussion around challenges experienced, solutions, best practices, or innovations as it pertains to AI for customer service, will also be valuable takeaways.

To learn more about these events and how to register, visit the events section of the Execs In The Know website:  https://www.execsintheknow.com/events/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

CRS Vegas – Customer Engagement LIVE! Executive Summary

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The following is a guest blog post from Greg Sherry, Vice President Marketing at Verint. For more information about Verint, visit their website

Thank you for taking part in Verint’s interactive general session at Customer Response Summit Las Vegas called “Customer Engagement LIVE!”  where we broke into discussion groups for interactive discussions and summary read back presentations. Here are some of the recommendations we heard from the groups as part of the breakout group notes and read backs:

What’s Old Is New Again. When is the last time you received a handwritten note or personal email from a business you engage with? It was memorable, wasn’t it? Think of ways you can incorporate genuine, personalized touches with customers. The strategy can be scalable: one “wow” moment can generate genuine delight and powerful word-of-mouth amplification.

Think Mobile. Do you have a mobile strategy? The need is clear: provide information, customer support, “wow” moments via mobile channels. But be careful: consumers often have limited ability to “digest” content you are sharing with them (because they are at the airport, walking, at home, multi-tasking), so be sure your content and communications are as short and to-the-point as you can.

Establish a common knowledge base across all channels to ensure consistent response. One company recognized the need to consolidate contact center systems to a single agent desktop. Customer service agents had difficulty serving customers in a timely manner and providing accurate information because information resided in 13 disparate systems. By consolidating all the systems into one agent desktop view, the company quickly reduced agent average handle time (AHT) and saw increased customer engagement scores. The unified access to the applications and information also increased employee productivity and helped provide a personalized experience for customers. Continue reading

Follow Up and Group Facilitator Notes: Customer Engagement LIVE!

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This is a guest blog written by Greg Sherry, Vice President Marketing at Verint Systems.

One of the primary objectives of Customer Response Summit Austin was to “identify best practices and discuss innovative ideas on how to serve customer through emerging channels.” Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of seven or eight participants. The groups engaged in conversations around the strategies and execution steps that can help define how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.

One of the questions included on the breakout group handout, for example,  was “If you could provide your peers with one piece of advice as they create and execute their customer experience strategy and program, what would it be?”  There were also discussion questions around Customer Engagement and Enterprise Workforce Optimization.

Below are some of the highlights attendees shared during the breakout group read back presentations. Do you want access to group facilitator notes from all of the major discussion and engagement areas? If so, click here for the detailed Customer Engagement LIVE! notes.

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Breakout Group Discussion Highlights

Employee Engagement- TED Talks! We want to hire and retain the best contact center agents that we can. So, we want to make sure we have a variety of internal programs around employee engagement as well as all our focus on customer engagement.  One thing we started was Ted Talks Tuesday’s where we find creative and inspirational Ted Talks videos that have themes around creativity, innovation, customers. We then have a discussion group after the video. Our executives, managers and agents love all the interactions we all have – and we are learning new ideas and ways of thinking at the same time! Continue reading

Get Your Chat Fitness On

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The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

When was the last time you asked yourself “How can I improve the performance of my chat program?” No matter how optimized your chat program is, there is always room for improvement. As with any fitness program, simply following generic rules will only get you half way there. A customized workout for your chat is necessary to get the highest gains in performance. So how does one find the right routines, tools, and methods for getting chat-fit? The answer to all of these questions is in your data. It’s not just about what data you use, but how you use the data to make the biggest improvements.

Data is key. You don’t need to be a 1000-agent chat program before you start thinking about data. In fact, chances are, if you start thinking about data only after hitting a 1000, or even just 100, you probably have some catching-up to do. Smart execs can optimize even a fledgling chat program based on insights that can be gleaned from mashing up chat logs and reports with web data. But that’s just scratching the surface. Once you’re ready, chat transcript mining is the next frontier. Chat transcripts are a goldmine, rich with nuggets of insight that the performance-focused exec can arm to implement actions on the floor that enhance not just the efficiency, but also the effectiveness of agents. Chat mining is also a way to unlock other insights into customer sentiment and issue drivers that can lead to lower out-of-scopes, better customer engagement, smarter targeting, reduced costs and improved customer satisfaction. These insights, either on their own or paired with predictive models, can trim and tone your chat program to top efficiency.

But it doesn’t end there. The most important part is getting started. Once you start building momentum and making traction, you will soon realize that data-driven improvements will put even the best performance enhancing drugs to shame.

Join me on July 19, 2016 at 1:00 P.M. EDT as I discuss how some of the most successful companies use data and analytics to turn their chat channel into lean, mean performance machines. Register today! 

How Data & Analytics Can Turbocharge Your Chat Program Webinar

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PHOENIX, AZ. July 8, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar “How Data and Analytics can Turbocharge Your Chat Program.” The action packed training session will take place on Tuesday, July 19th, 2016 from 1:00-2:00 ET.

In this hour long session, Leslie Joseph will provide tangible tips on how to use web data, customer journey analytics, and text mined insights to improve chat results and become an engagement fitness expert. Three levels of chat fitness will be explored:

– Beginner: How to get started by utilizing basic operational analytics

– Intermediate: Ramp up your efforts by working text mining and predictive models into your routine.

– Expert: Progress to the next level through platform analytics that can transform the chat experience for visitors and drive maximum business outcomes.

“Findings from our recent CXMB Corporate Report show that online chat has undergone a notable year-over-year increase, growing by 27% among companies offering one or more Interactive Care solutions,” said Chad McDaniel. “This webinar will feature real, actionable tips that will be applicable to chat providers at every stage of the game.”

To register for the webinar visit https://attendee.gotowebinar.com/register/5098092745822594819. Continue reading

The Digital Tipping Point Webinar

PHOENIX, AZ. June 20, 2016 – Chad McDaniel, President of Execs In The Know, will be moderating the webinar, “The Digital Tipping Point: Balancing Digital Self-Service and the Human Touch With Knowledge.” The webinar, taking place Tuesday, June 21st, 2016 from 1:00-2:00 ET will be an interactive Q/A style featuring guest speaker, Forrester’s Kate Leggett, and Kelly Koelliker of Verint. The pair will be discussing the increasing importance of digital self-service knowledge and the trends driving customer expectations for service.

The one hour session will take a deeper look at how actionable knowledge management can address the increasing need for self-service, while support the need for traditional channels when self-service is not enough. The following key highlights will be shared:

Trends impacting effective customer engagement and self-service
The 3 E’s of customer experience: Effectiveness, Ease, and Emotion
Best practices for creating actionable knowledge
The digital tipping point and how to balance self-service and the human touch

“Findings from our recent CXMB Corporate Report show that 63% feel their company is beginning to divert focus away from traditional avenues of assistance into autonomous (self-help) options,” said Chad McDaniel. “While it’s crucial to still offer traditional channels, it’s becoming increasingly important to not only offer self-service, but to optimize it the right way.”

To register for the webinar visit https://attendee.gotowebinar.com/register/9146439583075979009. Continue reading

Digital Disruption And The Customer Experience

The following is a guest blog written by Amit Shankardass, EVP Marketing at Teleperformance. Learn more about Teleperformance by visiting their website.

Digital disruption is on many corporate agendas right now, but what is it? Put simply, it’s when an idea or technological process changes the way that things are done. If the change is radical enough it can affect companies and even entire industries. Think of how Kodak once led the market for photographic film, yet didn’t see how digital photographs would change their industry.

Digital disruption divides opinion in the boardroom. Some leaders see the opportunity and some see only threats. The very concept of your entire business model being challenged by disruptive market entrants can lead to decision paralysis because no strategies or options appear to be right.

However, if you plan well and create a vision to manage digital disruption it can be exciting and empowering in the way it can reshape your business. Digital disruption often creates opportunities for companies to engage in a deeper and more meaningful way with their customers.

It’s important to appreciate that in the 21st century business environment it is often your customer that dictates the rate of change – consumer technologies have created enterprise disruption. The growth of multichannel communication between customers and brands is a great example that shows just how quickly customer expectations changed. Any customer who asks a brand a question using Twitter or Facebook today will feel ignored if they don’t get a prompt answer, but a few years ago most brands were still ignoring social networks and expecting customers to call a dedicated customer support phone number.

This is an important dynamic that all executives should appreciate – you can no longer plan your customer engagement strategy entirely in the boardroom. You just need to be flexible enough to adapt to what your customers want. I believe there are a few key areas that all executives need to be thinking of if they want to stay on top of digital disruption: Continue reading

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

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Author: Cyndy Edwards, Senior Consultant, COPC Inc. Learn more about COPC Inc. at http://www.copc.com.

Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. However, two-thirds of consumers surveyed by Execs In The Know and COPC Inc. utilize multiple channels, including self-service options.

The use of multiple channels is not the whole story. Customers expect an effortless and seamless experience throughout their journey with your organization, with a convenient path to issue resolution. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels.

A key component of your self-service channel is having an effective knowledgebase, or the online library that stores and delivers your customer care content. Yes, your self-service program relies on technology to deliver information to your customers. But it is the content, organization, and search functionality within your knowledgebase that will make your self-service program a useful and reliable part of your omnichannel engagement.

Here are seven ways to design, build and maintain a knowledgebase that will meet expectations during any part of the customer journey:

1) Start by establishing a knowledgebase strategy.

If the goal of your knowledgebase is to answer customer questions and help resolve their issues, then you need to make sure you understand your customers’ needs. You can get this information by documenting questions that customers are asking when you are monitoring calls, emails or chats. Make sure to capture questions that customers escalate to Tier 2.

Also, structure your knowledgebase with “simple” in mind. Stick to fewer generalized categories so customers are not confused. Over time as more content is added, there may be opportunities to add section headings or categories. These will become clear as they are needed, so be prepared to grow your knowledgebase organically. Continue reading

The Power of Personalizing Your Customer Experience

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The following is a guest blog written by Matt Wheatley, VP of Customer Experience at 24-7 Intouch. Learn more about 24-7 Intouch by visiting their website.

It is no surprise that an improvement in customer experience can easily translate into hundreds of millions of dollars of incremental annual revenues. One key component to making a lasting, positive impression on your customers is through the personalization of the consumer experience.

Customers are constantly contacted by brands in the hopes of gathering as much information as they possibly can to build out customer profiles. The more effectively a company uses customer information to understand and acknowledge both the differences and similarities, the easier it will be to provide a truly personalized, highly customized experience through relevant channels in ways that drive stronger, more profitable relationships. However, if nothing is done with this data, all you’re left with is an annoyed customer and a detached experience.

Here are a few ways you can drive immediate engagement and better serve your customers by giving them exactly what they want, when and how they want it: Continue reading