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

Tag Archives: Customer Response Summit Seattle

Ditch the Customer “Journey” & Navigate Quick Trips to Desired Outcomes

 

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The following is a guest blog written by Monique Bozeman, Director of Product Marketing at Virtual Hold. To learn more about their solutions visit their website at www.virtualhold.com.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Though customer experience continues to be a top priority and competitive differentiator for businesses, customer satisfaction has been on the decline for the last four years, according to a 2015 Global Contact Center Benchmarking Report. In a similar vein, research in 2014 by American Express, a company often cited for their excellent service, found roughly thirty percent surveyed say organizations usually miss their expectations. Only five percent say companies exceed them.

As consumers, we know this. Though we’ve made strides with automation and today have the convenience of channel choice, all we have to do is think of our own recent experiences. We can quickly conjure up an arduous, long journey — scenarios of waiting on hold, inappropriate timing of offers, and repeat calling to get the right person on the phone. And then we have to start from the beginning with yet another uninformed agent, if we weren’t disconnected upon transfer. These journeys require great customer effort and result in frustration and a loss of valuable time — and likely customers and revenue opportunity.

Though we have more paths to purchase and service than ever before, contact centers, the hub for most customer interaction, continue to struggle to provide continuity of service across these channels. Increased customer mobility, and the growth of newer touchpoints such as the mobile channel, smart apps and Internet of Things (IoT) devices only add to the struggle. Continue reading

NextGen CX For The Digital Age – It’s Key to Business Survival

 

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The following is a guest blog written by Ted Hunting, Senior Director, North America Marketing and Global Demand Generation, at Genesys. Learn more about Genesys by visiting their website.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Gartner’s CEO has proclaimed that Digital Business is Upon Us. Companies that think they are not digital businesses will be out of business and the companies that will win in this era of digital transformation are those companies that make the most of every business moment. What Gartner is proclaiming is key to every company in every industry is essentially “customer care for the connected consumer” – the key topic of the Customer Response Summit Seattle. It’s also why I encourage customer care and CX leaders to attend what I have found in the past to be an extremely enlightening event, attended by smart, energized customer care executives and luminaries. From speakers, to networking, to innovative new ideas in the “Idea Lab”, it will be a fun few days of learning and “eureka” moments.

As CX and contact center leaders in our companies, we are now squarely in a position to help our companies make the most of every business moment and create the connected customer. The business moment occurs via customers hitting web chat, social channels, webpages, IVRs, mobile apps, text messages, and of course good old fashioned phones and email. These business moments, which historically started with the phone, have now changed 180 degrees with digital being the first and preferred communication channels for today’s connected consumer. Continue reading

Execs In The Know Announces Customer Response Summit Seattle

PHOENIX, AZ. September 10, 2015 – Execs In The Know, advocates for the Customer Service Professional, have announced their speaker line-up for Customer Response Summit Seattle, taking place September 28-30, 2015, at the Hyatt at Olive 8, in Seattle, WA.

Customer Response Summit Seattle is an intimate, laser focused forum, providing outstanding opportunities to directly engage with some of the brightest minds in customer leadership. The strength of the forum lies within the innovative design of informative sessions, relevant industry tours, specialized networking opportunities, and dynamic extracurricular activities all centered on one thing – customer service excellence.

Highlights of this Summit include a behind-the-scenes tour of the Microsoft Headquarters of the Envisioning Center and the Digital Crimes Unit, the release of the Customer Experience Management Benchmark Series 2015 Consumer Edition Report, and a Post Summit Workshop, hosted by Execs In The Know and COPC Inc. that will examine the findings of the CXMB 2015 Consumer Report in detail.

“We have an unbelievable line-up of speakers, content, and activities taking place at Customer Response Summit Seattle,” said Chad McDaniel, President and CEO of Execs In The Know. “I can’t wait for our executives, both new and returning, to experience the great discussion, brainstorming, and collaboration with their peers. I have no doubt that the innovative ideas for creating moments of customer success will have everyone in attendance excited to improve their own customer experience strategies, for the current year and beyond.” Continue reading

Omnichannel: Taking it From Vision to Reality

 

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The following is a guest blog written by Daniel Hong, Senior Director of Product Marketing Strategy, at [24]7. Learn more about [24]7 by visiting their website.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Show of hands…how many times have you heard the word ”omnichannel” in a meeting, and like reflex action, you let out a slightly muffled grunt, just loud enough for the person sitting next to you to hear and acknowledge your sentiment with a “we’re totally on the same page” eye roll. And then later on in the meeting, when the “how would we implement omnichannel” is discussed, a flurry of questions is posed, by multiple meeting attendees, with sharp tones of tactful skepticism accompanied with cocked eyebrows. This seems to be a common scene unfolding in conference rooms today.

While omnichannel has been wildly heralded by vendors as the ultimate panacea for broken customer journeys, it’s no secret that there’s a certain degree of incredulousness among enterprises when it comes to actually making omnichannel customer engagement a reality. At the same time, all enterprises are sold on the vision and promise of omnichannel.

After all, it makes perfect sense that customers should be able to start their journey in one channel on one device and continue their journey, in a seamless fashion, on another channel and on a different device. All the while, the customer’s experience is continuous because context is maintained, regardless of the touch point. Matias Duarte, the former lead designer of Android at Google, sums it up well “…but when services actually work seamlessly across all these screens that are available, you’re going to be like, OMG, obviously.” Continue reading

Addressing Customer Rage: Are You Doing The Right Things The Wrong Way?

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The following post is a guest blog written by Sara Wright, Marketing Director at Dialog Direct. For more information about Dialog Direct visit their website

As customer service professionals, we experience it every day: the dreaded customer complaint. There is no way around it and no channel that is off limits. If someone is unhappy, you are going to hear about it – or are you? Statistics show that for every customer who complains directly to you, there are 26 more unhappy customers that are remaining silent (1). Silent to you, that is. You can be sure they are telling their friends, family, and social media networks at an alarming rate. And, with social media, there is no stopping the wildfire.

With all of our knowledge about the effects of online reviews and social media, and the damage they can do to a brand, it should be assumed that corporations are stepping up their efforts to improve customer service. Is it working? According to Mary Jo Bitney, Executive Director of the Center for Services Leadership at Arizona State University, it doesn’t appear to be.

She and a team of researchers have completed a study showing 56 million American households experienced at least one problem as customers during the past 12 months. What’s more, the rate of “customer rage” appears to be growing rapidly. In the same study, conducted from 2004-2007, 52% of those with customer rage felt unsatisfied with how their complaint was handled. Customer rage dropped by 5% in 2011, showing that companies were getting better at seeking out and understanding complaints. But, two short years later, the percentage of customers unsatisfied with how their complaints were handled skyrocketed to 56%. Bitney says many companies are throwing money at the problem without fixing it (2). So, the questions stands: do we truly understand how to solve our customer problems? Continue reading

One-on-One Text Conversations Make Customer Support Easier (And Cheaper)

 

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This is a guest blog written by Dan Gordon, SVP Strategy & Development, West Interactive Services. Learn more about West on their website. To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th.

Picture this: You’re a frequent flyer, going from city to city every week, and spending hours in airports. You have your routine down to the letter and any substantial hitch has a domino effect on your schedule – not to mention work/life balance.

You roll with inevitable delays and gate changes better than most, but you have to be in-the-know. You don’t demand flawlessness, but you do expect communication at a rate that keeps up with the countless voice messages from your colleagues, emails from your boss, texts from your spouse, in-app bill-pay alerts, etc., that are hopefully punctuated by a few moments to catch your breath.

So, you opt-in to SMS/text alerts from your airline. When you land, your phone dings with a notification that your connecting flight is delayed due to plane maintenance. “Ok. Is there a gate change?” you naturally reply, knowing that it takes 20 minutes to trek from point A to point B.

The response: Radio silence or, perhaps worse, a plain old “Thank you for flying with us.” (Why? Because that alert was sent by a machine and there’s nobody manning it on the other end.) Continue reading

COPC Inc. and Execs In The Know Release Summary of Customer Experience Management Benchmark Series – 2015 Consumer Edition

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Survey Reveals Majority of Consumers Utilize a Multi-Channel Approach, but Still Embrace Traditional Contact Channels for Issue Resolution

WINTER PARK, FL and PHOENIX, AZ — August 19,  2015 – Leaders in the customer experience management (CEM) industry, COPC Inc. and Execs In The Know, global network of Customer Management Professionals, have announced the release of the Customer Experience Management Benchmark Series (CXMB) – 2015 Consumer Edition Summary titled, “The Consumer’s Perspective:  Exploring Multi-Channel Customer Care”.

The summary presents a snapshot of the total survey results including the continued strength of traditional channels of customer contact by phone, email, and in person—if given a choice and assuming the customer’s issue would be resolved. The 2015 Consumer Edition is the sixth report of the CXMB Series.    Continue reading