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

Tag Archives: Digital Customer Service

#CRSummit 2015: 6 Things We Learned

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The following is a guest blog written by Sara Wright, Marketing Director at Dialog Direct. 

Seattle. The Emerald City – best known for its coffee, rain, grunge and … customer experiences? From September 28th through the 30th, the Hyatt Olive 8 in Seattle became the hub for connecting customer service professionals with their peers, creating engaging discussions around the trends, challenges and best practices related to the customer service industry. There was much to be gained at the Customer Response Summit, from conversations in the hallways to soaking in expertise at the panels and presentations. We combed through our notes to share our most valuable bits of information gained.

#1: Digital and Traditional Channels Need to Integrate Seamlessly

A strong and reoccurring theme throughout the Customer Response Summit was the consensus that a robust customer service strategy must assume a holistic online-offline perspective. With the proliferation of communication channels and devices, customers expect to be able to start an interaction in one channel and complete it in another.

In 2015, the customer service industry continues to think about ways to create customer-centric, omni-channel experiences. The end goal is to focus on the user experience and create one-to-one relationships with customers integrated across all their favorite channels – email, SMS, video, chat, social media, and phone, in-store and on desktops, mobiles, and tablets. For example, if a customer has been browsing your how-to videos on your FAQ page on topic A, and then turns to Facebook and asks a different question on topic B, the company should be able to bring together all that data and respond promptly with a concise and useful answer.

The customer expects you to know who they are, what they want, and how they last interacted with your brand. To help seamlessly integrate the multi-channel experience, allowing your brand to truly understand the customer, the use of a CRM was discussed. A CRM that captures data of all interactions will allow your phone agents to see social and online data and your social customer service agents to see phone dispositions, giving all of your team members access to the most up-to-date customer data. 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