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The Business Value of Integrating the Contact Center within Your Omni-Channel Strategy Infographic

The Business Value of Integrating the Contact Center within Your Omni-Channel Strategy Inforgraphic
Simon Copon's insight:

"To differentiate in today's omni-channel world, companies need

to leverage their contact center capabilities to deliver a targeted, timely and consistent experience across multiple touch-points. This will ultimately unlock the potential to boost company performance. " 

Well said.

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How These Top Companies Are Excelling in Social Media Customer Service

How These Top Companies Are Excelling in Social Media Customer Service | Customer Experience | Scoop.it
Which channel should you use? The correct answer to that question will always be "all of them," if it's possible within your time and resources to do so.

Via Riaz Khan
Simon Copon's insight:

These top brands demonstrate that having clear focus on your customer engagement strategy allows for amazing to happen regardless of channel! 

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IBM Watson goes to work in the customer service department

IBM Watson goes to work in the customer service department | Customer Experience | Scoop.it
Supercomputer and gameshow champion Watson is being put to use in the call centre through a new partnership that will see IBM Watson’s technology used to improve customer service experiences.   The power of Watson, IBM’s supercomputer, is being tapped to improve the way brands engage clients across customer service, marketing and sales. Customer experience and contact centre solution provider, Genesys has partnered with IBM to augment customer service agents. The agreement between IBM Watson and Genesys aims to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform. It will take advantage of…

Via Thomas Faltin
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How Important Is Customer Service in Customer E...

How Important Is Customer Service in Customer E... | Customer Experience | Scoop.it
Poor customer service almost guarantees that the next time your customer has a need, they’ll look elsewhere. (RT @INIT_MKT: How Important Is Customer Service in Customer Experience?
Simon Copon's insight:

Is your company's Customer Engagement strategy aligned to your customer's expectations?  Looking to get into new 'channels' for engagement.  Let's chat.

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Customer engagement and service excellence in insurance

Customer engagement and service excellence in insurance | Customer Experience | Scoop.it
As with many industries, engaging new customers is critical for insurance; that is, not just selling more to the large or traditional customers, but actually opening new markets and convincing new ...
Simon Copon's insight:

An interesting read.  The idea of combining people + technology and process innovation can drive new revenue opportunities for insurance companies targeting the tech-savvy Millenials and Gen Y'ers.

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Contact Center Metrics: AHT is Out, FCR is In (But Not Enough ...

Contact Center Metrics: AHT is Out, FCR is In (But Not Enough ... | Customer Experience | Scoop.it
Customer support contact centers exist to fix problems or clear up confusion, while sales or collections centers help produce revenues. For years the key metric for both types of centers was speed: contacts handled per hour ...
Simon Copon's insight:

It's all comes down to quality not quantity.

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A customer-focused culture is about consistency | Blog | NewVoiceMedia

A customer-focused culture is about consistency | Blog | NewVoiceMedia | Customer Experience | Scoop.it

"Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a differentiator." - See more at: http://www.newvoicemedia.com/blog/a-customer-focused-culture-is-about-consistency/#sthash.HmU4Q8vO.dpuf

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Millennial Customers Require A Different Customer Experience: Here's Where To Start

Millennial Customers Require A Different Customer Experience: Here's Where To Start | Customer Experience | Scoop.it
When you’re planning out your next customer service initiative, your next move to improve your customer experience, think about the arrival of the millennial generation, according to the latest from customer experience consultants.

Via Colin Taylor TRG
Simon Copon's insight:

"Millennials feel that Technology defines them....Bring your best game to millennial customers.."   Is your overall strategy aligned to this expectation?  

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Colin Taylor TRG's curator insight, January 15, 2015 10:42 AM

Good post on millennials and their expectations of your #custserv

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Making the Internet of Things a business reality | Information Age

Making the Internet of Things a business reality | Information Age | Customer Experience | Scoop.it
The value of the Internet of Things lies not just in connecting 'things' but in managing, and bringing into sharp focus the customer and the product at the heart of the concept
Simon Copon's insight:

What is your company's IoT strategy?  What are the top priorities of your strategy? Please share your thoughts. #IoT

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Measuring The Customer Experience Requires Fewer Questions Than You Think

A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the durat...
Simon Copon's insight:

Great read.  "CX is the sum of all experiences a customer has with your brand over the duration of the relationship"

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4 Ways to Enhance Digital Customer Experience in China

4 Ways to Enhance Digital Customer Experience in China | Customer Experience | Scoop.it
E-commerce savvy consumers in China display distinct behavioral patterns and smart retailers should be able to use these to reinforce their digital strategy.
Simon Copon's insight:

Great read.  Looking to expand into potentially the largest market in the world?

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Banks gain value out of big data focusing on the customer experience

Banks gain value out of big data focusing on the customer experience | Customer Experience | Scoop.it
Consumers are demanding greater financial flexibility and experiences.
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Blizzard Customer Support Callback - World of Warcraft - Battle.net

Blizzard Customer Support Callback - World of Warcraft - Battle.net | Customer Experience | Scoop.it
Over the last few weeks, we've launched a new callback-based system for players who need phone support. This is a big change from our traditional phone support, so we wanted to provide some details about this service.
Simon Copon's insight:

I like it.  Perhaps other gaming companies would benefit from this.  Happier gamers usually means more spending!  

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Forrester's Top Trends For Customer Service In 2014 - Forrester Blogs

Forrester's Top Trends For Customer Service In 2014 - Forrester Blogs | Customer Experience | Scoop.it
In the Age Of The Customer, executives don't decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to ...
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