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

Tag Archives: CX

Messaging Customer Care Business Case

The following is a guest post by Abhay Prasad, Vice President, Product Management for Sparkcentral. To learn more about Sparkcentral visit their website. 

Messaging Customer Care: Real-World Deployments, Real Results

The goal of this blog post is to clearly identify the business value of implementing messaging customer care alongside traditional care channels such as phone, email, and live-chat. In my role as Head of Product, I have the privilege of meeting customer service and customer experience leaders on a weekly basis. Over the last several years of my career, I have racked up several hundred such conversations.

These conversations are a part of my role that I love and value immensely because they help me understand our customers’ priorities. While every organization has its own way of articulating their customer service priorities, they generally fall into three main buckets: improving customer experience, controlling customer service costs, and improving agent satisfaction. Agent productivity impacts all three of these commonly held priorities.

Improving agent productivity means conversations are being resolved faster which is a key component of customer satisfaction. It also impacts agent satisfaction because higher productivity is achieved by eliminating repetitive, mundane or wasteful actions that agents are required to do for issue resolution. Finally, and most significantly, agent productivity is directly tied to cost control since its presence enables organizations to handle higher volumes of customer service requests.

In previous posts, we’ve talked about how messaging customer care provides superior CX for consumers. What’s often overlooked is that customer care over messaging channels is also significantly cheaper compared to other, more traditional channels including voice and textual channels such as email and live chat. This is largely because messaging enables agents to dramatically increase productivity.

Voice vs. Messaging

To understand how much more productive, we analyzed a representative sample of our customer base. We found that agents on our platform are able to resolve between 5.7 to 14.5 conversations per hour. This resolution rate is about 25-65% higher than that of voice teams. The median messaging customer care team resolves 7.2 conversations per hour. This is about 42% higher than the benchmark of 4.2-5.2 resolutions per hour for a voice agent. This does not include conversations that did not require a response (e.g., conversations resolved by bots and automation, or a “Thank you” from a customer after a conversation was already marked resolved by an agent). Also excluded are additional conversations conducted by agents that were never resolved.

This disparity in productivity is driven by a messaging agent’s ability to handle many more simultaneous conversations than a voice agent is able to. Agents on our platform often have more than 10 conversations being actively handled at once without jeopardizing the quality of service.

Email vs. Messaging

Messaging provides an even higher productivity gain over email. Email, like messaging, is an asynchronous channel. This means that conversations don’t have to happen in real time and can span minutes, hours, or even days. However, from a consumer’s point of view, email is a highly dissatisfying channel, associated with high response times (often a day, sometimes several days) and high friction. Continue reading

CXMB Industry Insights: Financial Services – Select Findings [INFOGRAPHIC]

Together with research partner COPC Inc., and report sponsor VXI Global Solutions, we are excited to share with you the latest installment of our CXMB Industry Insights series. CXMB Industry Insights: Financial Services marks the third release in the series, following reports focused on travel and hospitality and retail.

The report is aimed at providing insights into consumer opinions and behaviors, specific to the financial services industry. Topics in this report include customer care experiences, channel use, customer effort, quality of care, privacy, and a comparison on U.S. and Canadian customers.

The infographic below highlights a few key findings, but you can also download the full complimentary report here. 

2018 Predictions for the Service Leader: Part 2 – Channels

We surveyed a number of customer service/experience leaders, from many of today’s leading brands, in our community to get their predictions for 2018. Over the coming weeks we will be releasing their thoughts on specific CX topics including customer expectations, channels, operations, technology, use case studies/data, and security/risk.

Click here to catch up on Part 1 – Customer Expectations. 

The second installment of this series focuses on thoughts on channel choice and omnichannel digital transformation.

• The continued shift to “social channels” and the need to be adept at serving customers who reach out for help in social media.
• A key word is “predictive service”. Next era CX – what AI will enable?
• C-Suite will begin to see the potential for revenue generation on the service side of the house with new channels and old channel improvement.
• Companies must be more agile in testing and deploying new solutions and channels due to increasing competition from new market forces (e.g. Amazon).
• Businesses who do not embrace omni-channel digital transformation will lose customer loyalty, their share of wallet and overall market share, to those that do.
• The volume of calls will continue to grow even with the continued introduction of alternative channels of support.
• Amazon will disrupt the ACD market.
• IoT pervasiveness will increase call volume.
• Phone channel continues to be the dominant channel for “complex” client care issues.
• Many companies focusing on “demand management” initiatives to help clients self-serve, improve CSAT and reduce call volume.
• Mobile Messaging/SMS and MMS. More interesting and efficient use cases for text will emerge. Companies realizing that leveraging instant photos or videos sent can help reduce conversation time.
• Companies look for more true omnichannel platforms and adoption for these grow. Not just a single platform that can hook into all kinds of other technologies, but a single platform that can tie all of the conversations together, no matter what channel.
• Phone channel continues to be dominant for overall customer resolution.
• Companies will continue to add more channels and favor “cheaper” asynchronous (can respond at the same time) channels, like chat and text, in exchange for “more expensive ones”, like phone and email. Volumes of total communication will stay the same, but allow for brands to save money.
• Two way SMS continues to lag with some brands testing specific use cases.

Stay tuned next week for Part 3 – Operations.

Customer Experience Leaders Share Innovative Ideas for the Next Era of CX: Customer Response Summit Chicago, September 19-21

The following is a guest blog post from Ted Hunting, VP North America Marketing at Genesys

Next month, Execs In The Know will bring together service leaders from many of the largest global brands to advance the conversation on creating great customer experiences.  From past experience, it’s a very tight-knit group of CX leaders sharing best practices and ideas around omni-channel customer engagement, across all channels, and empowering employees to deliver great customer experiences.  This community is one of my favorites as the people are super-smart and passionate leaders who openly share their challenges, advice, and ideas –  it’s all about candid discussions and one-on-one engagement and networking.

As a member of the Execs In The Know CX Partner Advisory Board, on behalf of Genesys, I am excited to again join this group and will be leading an educational session with group brainstorming on “Journey Analytics and Effortless/Personal Keys for the Next Era of CX” on September 20th. The session will discuss how you can use journey analytics and new digital approaches to orchestrate an “outside in” customer journey that is more personal and predictive, while reducing effort. We will also share best practice use cases where AI, bots, digital self-service, and humans can work hand-in-hand. Join us to discuss and learn about this new era of effortless, personal omni-channel CX where old and new emerging channels come together and robots and humans work as one.

I highly recommend brands who truly understand the importance of customer experience to their business success and survival to join this group.  Execs In The Know is a well-respected organization that people turn to for advice and it’s unlike other similar events in the CX industry, due to the level of attendees and openness in communication. In attendance will be leading financial services firms, retailers, healthcare companies, hi-tech firms, hospitality companies, and utilities from across North America – both traditional leaders, but also some of the new disruptors changing business today. To learn more about joining visit https://www.execsintheknow.com/events/crs-chicago/ and follow @execsintheknow. And to learn more about Genesys, the industry’s #1 customer experience platform and recognized leader per Gartner and others, please visit http://www.genesys.com/about.  Or checkout some really awesome customer stories from CX leaders like Sabre.

Execs In The Know would like to thank Genesys who have been a long time supporter of the Customer Response Summit event, continue to be involved and valuable to our community of CX professionals, and truly care about seeing progression and enhancement in our industry. 

Leaders to Connect at Customer Response Summit Chicago, to Create Next Level Customer Experiences For Their Brands

Industry Thought Leaders From Microsoft, Square, Amazon, and Lyft to Keynote Execs In The Know – Customer Response Summit Chicago

PHOENIX, AZ. – (August 2, 2017) – Advocates for Customer Experience Professionals, Execs In The Know, have released the agenda for their next executive gathering – Customer Response Summit (CRS) Chicago. CRS Chicago will be held September 19th-21st, 2017, at the Hyatt Regency McCormick Place, in Chicago, IL. Knowledge on leading industry trends and subjects such as AI and machine learning, employee engagement, text for service, digital fraud, outsourcing, the VoC on channel choice, big data, and more will be shared. The customer experience conference will include keynotes from Microsoft, Square, Amazon, and Lyft.

Customer Response Summit is a gathering of customer experience leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the CX leadership event include an exclusive tour of the legendary Wrigley Field and the inner workings of the fan experience at the Chicago Cubs. The newest version of the CXMB Series – 2017 Consumer Edition – will also be released (a joint effort between Execs In The Know and COPC Inc.).

“Our community lives and breathes the Customer First mindset,” said Chad McDaniel, President and CEO of Execs In The Know. “If you are passionate about your customers and want to create the most meaningful experiences for them with your brand, than you’ll feel right at home with us in Chicago. We emphasize a ‘Leaders Learning From Leaders’ approach, allowing our attendees to work together to share best practices, solve challenges, and create lasting connections.”

Other leading corporate brands that will be speaking include The Home Depot, The Mine (a Lowes Company), Sears Holdings, GoDaddy, Samsung, 1-800-Flowers.com, IHG and more. To see the full list of speakers, download the official agenda www.execsintheknow.com/crs-chicago-agenda/.

To learn more or to register, visit the event website www.execsintheknow.com/events/crs-chicago/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

Execs In The Know Announces the Formation of CX Partner Advisory Board

Leaders from seven trusted organizations that provide a product or service to customer care organizations form new CX Partner Advisory Board for 2017.

PHOENIX, AZ. – (July 26, 2017) – Execs In The Know, advocates for the Customer Experience Executive and hosts of leading customer experience conference – Customer Response Summit, have announced the formation of a CX Partner Advisory Board. The 2017 Board includes seven member organizations committed to improving the customer service experience and advancing the care industry as a whole. The organizations represented include Interactions LLC, Teleperformance, Genesys, Gladly, COPC, Retailpivot Consulting LLC., and Modern Contact Consulting, Inc.

The Execs In The Know CX Partner Advisory Board will provide industry knowledge, advice, guidance, and recommendations to the EITK community. The Board representatives will use their knowledge of innovations, developments, and customer behaviors to deliver thought leadership, educational content, and direction.

“We are lucky to have the opportunity to work with so many talented, reputable, and knowledgeable subject matter experts in our community,” said Chad McDaniel, President of Execs In The Know. “The creation of our CX Partner Advisory Board brings together seven individuals excelling in the customer experience industry and delivering customer success for their brands and their customers. They are a vital piece of the Execs In The Know community and will strengthen it further through their involvement in our events, webinars, content pieces, philanthropic activities, and meetings.”

Board Members:

Jay Wolcott, VP Social Product, Interactions LLC
Amit Shankardass, Executive Vice President, Teleperformance
Ted Hunting, Vice President, North America Marketing, Genesys
Joseph Ansanelli, CEO & Co-Founder, Gladly
Judi Brenstein, Vice President, COPC
Kathryn McGavick, President, Modern Contact Consulting, Inc.
Razia Richter, CEO, Retailpivot Consulting LLC.

To learn more about the Execs In The Know CX Partner Advisory Board, visit https://www.execsintheknow.com/about-us/advisory-board/ Continue reading

Execs In The Know Hires Errol Greene as Vice President Advocacy Marketing Solutions

PHOENIX, AZ – (May 31, 2017) – Execs In The Know, a global network of customer experience professionals, is pleased to announce the recent hire of Errol Greene, who joins the EITK team as Vice President Advocacy Marketing Solutions. Within this role, Greene will be responsible for a variety of initiatives including supporting the Customer Response Summit events, webinars, workshops and helping to expand the reach of the Execs In The Know brand.

“Having been an Execs In The Know customer for several years, I’m a strong supporter of what the EITK team has built,” said Greene. “I’ve seen their commitment to customer experience firsthand, as well as the positive impact they have made on the CX community. I’m extremely excited to now be a part of the EITK family.”

“My primary goal will be to help customer experience professionals connect and discover innovative, cutting edge best practices to help them do their jobs more effectively.”

Greene comes to EITK with three-and-a-half years of experience in the BPO field and over fifteen years’ experience in research and technology.

“I intend to apply my customer experience, writing and research background to help grow EITK and serve the Execs In The Know customer base,” said Greene.  “I plan to reach out to our customers to help better understand their needs, wants and challenges. My goal will be to use our communities’ feedback to continue to grow and improve service offerings that can help our community effectively meet their own internal business goals. “

Greene can be contacted at errol@execsintheknow.com and at 404-805-3923.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

COPC Inc. and Execs In The Know Publish Retail Customer Experience Research Insights

WINTER PARK, FL — (May 24, 2017) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, together with Execs In The Know, a global network of customer experience professionals, announce the results from their first retail industry survey, CXMB Industry Insights: Retail. This retail report was sponsored by Gladly, the customer service platform for the 21st century consumer. A key research finding is that almost half of both online and in-store shoppers think retail brands should focus improvement efforts on the customer care experience instead of other types of experiences, such as the shopping or purchase experience. To learn more about this and other findings, download the complimentary report.

CXMB Industry Insights: Retail is aimed at providing insights into consumer opinions and behaviors, specific to the retail industry. Topics in this report include comparisons between online and in-store shoppers in the areas of pre-purchase research, shopping, customer care, drivers of mobile device shoppers, and the multi-channel experience.

Findings reveal differences and similarities between online and in-store shoppers when it comes to the customer journey. Among the most popular methods of issue resolution — in-person, phone and email — online shoppers prefer to resolve issues via email, while in-store shoppers strongly prefer to resolve issues in person. However, both groups had low preference for self-serve solutions, including self-help and automated tools.

Additionally, responses between online and in-store shoppers are strikingly consistent when respondents describe what is most important to them when interacting with a retailer to resolve an issue. Customers want agents who provide clear communication, listen patiently, understand the issue, express empathy, and are empowered to break away from the script to get issues resolved. More information can be found on this infographic.  

Survey Insights:

– In the event of a customer care issue, 68 percent of online shoppers and 75 percent of in-store shoppers would rather interact with a human versus a self-help system to resolve the issue.

– Among consumers who frequently shop from their mobile device, 44 percent would choose email as their preferred communication method with a brand compared to just six percent who would choose a phone call as their preferred communication method.

– Thirty-five percent of survey respondents think retail companies do a better job of providing a positive customer experience compared to other industries.

“We know retail brands have a huge opportunity to differentiate themselves by providing an exceptional customer experience. We conducted this survey to show real customer needs and to provide actionable data that all retailers should consider to improve customer satisfaction and increase loyalty,” said Kathleen Jezierski, chief operating officer, COPC Inc.

CXMB Industry Insights: Retail is the second in a series of industry-specific reports and is an extension of the Customer Experience Management Benchmark (CXMB) Series, also published in partnership between COPC Inc. and Execs In The Know. The first industry-specific report examined travel and hospitality and is available here.

“CXMB Industry Insights allows us to dive deeper into various industries and provide relevant insights that our community members in each vertical are seeking,” said Chad McDaniel, president, Execs In The Know. “Our retail survey offers information about consumer perceptions, expectations and behaviors so that our community can have a better understanding of the customer landscape in online and brick-and-mortar retail.”

For more information about the findings of this retail research or the CXMB Industry Insights survey series, contact Judi Brenstein, vice president, COPC Inc., at jbrenstein@copc.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers and social communities. For more information, visit www.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

10 signs your CX program needs to work harder

The following is a guest blog by Simon Herd, Director of Design Research at Sutherland Labs. For more information on Sutherland Labs, visit http://www.sutherlandlabs.com/

Many organizations have set up customer experience (CX) programs in the last 5 years, and they’re to be congratulated as it’s an important step to becoming an experience-led business.

CX programs don’t realize ultimate impact immediately, they have to prove themselves and earn trust within the organization and become true masters of their domain. Furthermore, the massive demand for talented CX professionals means that it can be difficult to get the right capability up and running quickly.

But once you have your team in place, how do you make sure resources are being directed in the right areas? Here are a few pointers for executives to watch for to help prioritize where CX capabilities should be directed to increase impact.

1. NPS/CSat scores but don’t have a clear sense of the why

NPS, CSat and other metrics are great as a warning signal of troubled waters, but they are limited in terms of understanding the ‘why’ – what’s motivating a positive or negative score? Engaging directly with customers to get to this ‘why’ – how people use services, when and where – gives context not only to negative scores, but also allows organizations to understand and build on positive experiences. Complementary activities such as social media analysis can add weight, but closer collaboration between CX and analytics teams is key to realizing a holistic view of the entire customer experience.

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2. Journey maps that have been created without direct user engagement

Customer journey maps are an invaluable tool for aligning vision and road mapping the ideal customer experience. However, maps created only involving internal stakeholders, or using desk research and analytics can miss key insights and opportunities. If your organization has created maps in this way, they may not be in line with customer needs or priorities and there’s a need to get up close and personal with your customers.

3. Organization has too many customer journeys

If you have a journey map for your web experience, a journey map for your mobile experience, and yet another for your in-store experience you may be missing the bigger picture. It’s a common problem with internally focused CX teams and can be a symptom of being product (inside-out) rather than customer (outside-in) focused. Joining up all your customer experiences will help you frame your customer experience strategy and prioritize for impact.

4. Customer journeys are outdated

Remember that journey maps have a limited life span. Just as people’s behavior changes, and new products and services disrupt the competitive landscape, so too will your customer journeys. Journey maps don’t need to be constantly updated but setting realistic evaluation points will help capture the true current experience, and allow you to reframe and rethink your CX strategy.

5. CX teams lack staff who have a background in human behavior

New teams may be formed of members from product manager and marketing-related roles. These are great skills to have represented, but it’s crucial to go beyond this. The skills and mindset to understand human needs, motivations and behaviors are critical to identifying and prioritizing which design changes will have the biggest impact. For example, understanding ‘Motivation’ may not sound like it has a big business benefit, but motivation actually dictates how far customers will persist with a sub optimal product. Continue reading