In today’s digital age, the biggest differentiator for success is often the customer experience. Many customers are no longer loyal to a company based on brand image, product offerings or even price. In the end, how the consumer reflects on their interactions could be the biggest factor that influences whether they come back or not.Companies are expected to offer a personalised service, via multiple channels, whenever and wherever customers want it. On top of this, there is constant pressure to deliver and one bad experience is enough to drive a customer away and into the arms of the competition. With the stakes being this high, it’s no surprise that the issue of customer experience is now a major talking point in many boardrooms across the world. Senior decision makers are considering the various processes they can put in place to improve the quality of their customer service and how they can use that improved experience to turn customers into advocates. Here are … [Read more...] about The AI-transformed customer experience – how does it actually work?
Customer experience centre
When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink. GDPR should, in fact, be thought of as a key feature for improving the overall customer experience, not a hindrance. The new rules aim to protect as many rights as possible when it comes to how consumer’s data is stored and have been developed holding the EU data subject as a central priority. Therefore, if a customer desires and, indeed, consents to a personalised experience, organisations can – and definitely should – ensure that they receive one. Personalisation: its power and potential Recent scandals have shone a light on the unethical way a consumer’s data can, and has been, … [Read more...] about Personalising the customer experience in the midst of GDPR
The customer is king. And it’s clear that customer experience strategies are a driving force behind digital transformation efforts. In fact, 72 per cent of businesses say that improving this experience is the top priority, and many organisations are turning to technology to get there. Successful companies are implementing the right mix of technology and customer service processes to address customer pain points and cultivate brand loyalty, but the road to digital transformation is not without snags.Organisations are rapidly adopting new technologies, putting the customer experience in a precarious position. It’s at a breaking point; yet many won’t realise it until it’s too late. By focusing so intently on communication channels or technology, companies risk forgetting the very core of the customer experience: people.In a technology-driven world, the top priority should still be creating a relationship between the brand and individual customer, and that simply … [Read more...] about The customer experience breaking point
Why can’t I use Skype at work? This is a question that I first asked back in 2004. I just love Skype and use it extensively at home — why can’t I use this in the office? Having been an early, early adopter of VoIP technology and user of Net2Phone, and having suffered through the ‘mechanical’ sounding voice, I was ready.But the answer I heard back was that Skype is not business quality and not secure enough. Then over the years we all started to use VoIP through Cisco and other technology vendors. At home we have all progressed from Skype to Facetime. Such voice and video calling options are everywhere and we can use Viber, Google Talk, Whatsapp, We Chat and others to make such calls.Clearly the compression technologies have improved but it bugs me why can’t we have business use of Skype?NICE + SkypeEarlier this year, Skype for Business was integrated with the voice recording standard in corporates – that being NICE. This integration enables … [Read more...] about Is Skype finally ready for call centres?
Few words have consistently buzzed around the digital age like “omnichannel” — in response to increasing customer expectations for a seamless purchase journey, in an effort to deliver better customer experiences. CEOs themselves feel a growing responsibility to represent the best interests of their customers, according to KPMG International’s 2017 CEO Outlook Survey.While multiple cross-channel interactions are important for customer engagement, they alone are not enough for companies to compete in today’s environment, according to KPMG’s new report, Competing for Growth, with insight from its 2017 CEO survey and KPMG-commissioned Forrester research of more than 1,200 organizations.The key to growth, the report emphasizes, lies in the ability to design and deliver compelling, friction-free customer experiences. Delivering these differentiating experiences requires companies to orchestrate and connect with key stakeholders including customers, … [Read more...] about Competing for Growth: Creating a Customer-Centric Connected Enterprise