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Customer Experience: Is It The Chicken or Egg? - Forbes

Customer Experience: Is It The Chicken or Egg? - Forbes | Customer Experience Digest | Scoop.it
Customer Experience is a movement. In many ways it reminds me of the rise of the Quality movement in the 1950s spearheaded by Deming. I just wish people would stop attaching ‘management’ to the end of ‘customer experience’.

Via Mario K. Sakata
Wally Brill's insight:

Really reinforces the argument for Customer Experience.

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To Know Her Is To Love Her: The Truly Personal, Personal Assistant | BCW

To Know Her Is To Love Her: The Truly Personal, Personal Assistant | BCW | Customer Experience Digest | Scoop.it
If you’re interested in where human computer interfaces are going and you haven’t seen Spike Jonze’ latest film, ‘HER’ yet; stop reading this and go to the mo
Wally Brill's insight:

The future of personal assistants may do away with enterprise side IVRs and apps allowing the user to control the interactions through their own interface.

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Boots: using digital and data to create customer loyalty

Boots: using digital and data to create customer loyalty | Customer Experience Digest | Scoop.it
customer loyalty scheme Boots Advantage Card retail digital omni-channel mobile points shopping
Wally Brill's insight:

A smarter use of customer data.

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The internet of things: five new products changing the market now

The internet of things: five new products changing the market now | Customer Experience Digest | Scoop.it
I am subtitling this post, ‘products become services, services become transparent’.
Wally Brill's insight:

The new frontier of making smart use of technology.

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European businesses admit to customer service failings | MyCustomer

European businesses admit to customer service failings | MyCustomer | Customer Experience Digest | Scoop.it
Survey of business leaders highlights need for better customer service

Via Brendan Dykes
Wally Brill's insight:

Shocking in 2014 but true. 

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Video-Commerce.org » Live Video Chat in eCommerce Websites: The Future of Customer Service?

Video-Commerce.org » Live Video Chat in eCommerce Websites: The Future of Customer Service? | Customer Experience Digest | Scoop.it
Wally Brill's insight:

Video chat may well be exactly the right way to go for highly customer centric organizations.

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Microsoft launches Internet Explorer for Xbox One with voice, gesture navigation -- and multitasking

Microsoft launches Internet Explorer for Xbox One with voice, gesture navigation -- and multitasking | Customer Experience Digest | Scoop.it
If you need to quickly google a Call of Duty cheat while playing the game, Microsoft has the console for you.

And the web browser.
Wally Brill's insight:

We WILL talk to all our stuff soon!

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Madame Your Baby's Ugly

Wally Brill SVP of Customer Experience at VoxGen explains why customers hate your IVR and what you can do about it.
Wally Brill's insight:

The IVR is still the primary contact channel for most businesses. But poor design and implementation leads to failed automation, frustrated callers and terrible damage to brand reputation (not to mention lower NPS). Here are some things to look out for and a few simple things you can do to make your IVR better.

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David Williams's curator insight, October 7, 2013 4:12 AM

Boy there's some ugly IVR Baby's out there! Well worth listening to and then checking your own out...

Brendan Dykes's curator insight, October 16, 2013 11:25 AM

Great insight into why IVRs frustrate from a world class expert in VUI design

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Siri v Android: voice recognition showdown - The Age

Siri v Android: voice recognition showdown - The Age | Customer Experience Digest | Scoop.it
The Age
Siri v Android: voice recognition showdown
The Age
But the superiority of smartphone speech-recognition technology is not an idle question. Once touchscreens became the future of phones, voice recognition became desperately important.
Wally Brill's insight:

The debate continues but in the end the more useful and usable will win. Google will always have the search edge though so it's all about what you use it for.

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Google speaks up on desktops and laptops

Google speaks up on desktops and laptops | Customer Experience Digest | Scoop.it
Google unveiled the next step in voice recognition technology today at its developers' conference. The race is on for computers to really understand us.
Wally Brill's insight:

We've been searching for the Holy Grail of speech recognition for a long time now. I think with mass utterance collection, it may be getting closer. Also, keep your eyes on what might happen with Microsoft Kinect and X-Box for home automation.

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What Bad Customer Service Costs Your Business [Infographic] - The ...

What Bad Customer Service Costs Your Business [Infographic] - The ... | Customer Experience Digest | Scoop.it
If it comes to bad customer service, a lot of companies seem to not care, because you can't measure it. Here are the bare facts that bad customer service does hurt your business.

Via Fred Zimny
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The Mann Group's curator insight, April 11, 2013 10:15 AM

Brilliant infographic. The customer experience is a companies most valuable asset.

Yu Ji's curator insight, April 30, 2013 5:37 AM

Every company says it will provide customer with its best service. But the reality we need to focus on is how many companies think they give great service versus how many customers think they give great service.

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How To: Map Customer Journeys: Best Practice Approaches

How To: Map Customer Journeys: Best Practice Approaches | Customer Experience Digest | Scoop.it

1. 5 Steps to accelerate Customer Experience Improvement
2. Customer Journey Mapping Gotcha's and key success factors
3. How Yodel XL has applied these techniques in practice featuring the X-ccelerator CE Toolkit
4. Lessons learnt and Q&A 

Wally Brill's insight:

This should be a very interesting webinar delivered by some visionary practitioners. Highly recommended!

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Internet Retailing » GUEST COMMENT Is your phone customer service costing you sales?

Wally Brill's insight:

Still a primary channel for customer service... are retailers missing an opportunity to improve the experience and increase loyalty?

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Bill Gates: Robots Will Be The Next World-Changing Technology

Bill Gates: Robots Will Be The Next World-Changing Technology | Customer Experience Digest | Scoop.it
They'll be as big a part of our lives as PCs were.
Wally Brill's insight:

This is the kind of thing that warms the heart of everyone in speech recognition technology.

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This Cambridge Researcher Just Embarrassed Siri

This Cambridge Researcher Just Embarrassed Siri | Customer Experience Digest | Scoop.it
A new spoken dialogue system called VocalIQ could revolutionize computers' understanding of human speech.
Wally Brill's insight:

This could be the beginning of a great friendship. We've been waiting for a personal assistant that can really be part of our lives in a constructive way. The days of enterprise-side CS are numbered in any event. The future must be an assistant that can talk to the companies I do business with rather than forcing me to use their IVR's and omni-channel interfaces. In the next gen (or the one after) I'll just ask my personal assistant to go pay my bill or order something or book tickets etc. and it'll do it without the need for me to contact the enterprise at all.

I want the future NOW!

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Brendan Dykes's curator insight, April 14, 10:41 AM

The future of customer service?  You ask your 'virtual personal assistant' to sort out your day to day issues like paying the gas bill or fixing your freezer... thanks @Wally Brillfor this view of the future...

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The Future of Branding Is User Experience

The Future of Branding Is User Experience | Customer Experience Digest | Scoop.it
It has to be smart, beautiful and work perfectly. The blend of strategy, design and development, applied to all facets of a brand’s offerings.

Via Jesús Hernández
Wally Brill's insight:

It's impossible to feel loyalty or 'love' a brand that doesn't provide a seamless experience when you interact with it.

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Infographic: 40% of Consumers Will Purchase Anything from Amazon, and other Walker Sands’ Future of Retail Study Findings | Marketing Blog: FootPrints

Infographic: 40% of Consumers Will Purchase Anything from Amazon, and other Walker Sands’ Future of Retail Study Findings | Marketing Blog: FootPrints | Customer Experience Digest | Scoop.it
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Google Set To Drive Android To Your Car

Google GOOG +1.11% has announced the Open Automotive Alliance, an initiative involving Audi , GM, Honda, Hyundai and chip-maker NVIDIA, that aims to bring the Android experience to in-car navigation and infotainment systems. The announcement confirms earlier rumors that Google is expanding its mobile platform to the automotive industry, much in the way that Apple AAPL +0.54% is attempting with its iOS In The Car initiative.


Via Jörg Höhner, Nicola Collister
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Nicola Collister's curator insight, January 7, 11:08 AM

Google Set To Drive Android To Your Car | @scoopit http://sco.lt/... how exciting and also scary is this

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Japan’s Top Voice: High, Polite and on the Phone

Japan’s Top Voice: High, Polite and on the Phone | Customer Experience Digest | Scoop.it
The annual All-Japan Phone-Answering Competition for office workers is a closely watched contest that some say reiterates the stereotype of women in clerical positions.
Wally Brill's insight:

Scary to think what this means about women in the Japanese workplace. Best quote: “It’s very difficult to be polite but effortlessly so. If you sound like a robot, you can’t put the caller at ease,” 

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The Evolution of the Customer Service Experience (Infographic)

The Evolution of the Customer Service Experience (Infographic) | Customer Experience Digest | Scoop.it

Evolution of Customer Service Experience (Infographic) by @flavmartins http://t.co/zVUbT1mgH0 via @Parature @Fred Zimny#CXM http://t.co/ZHvLw4fWYI


Via Fred Zimny, Alessio Manca
Wally Brill's insight:

No real surprise here but why don't we tackle the nightmare of 'on-hold'  with dynamic, data driven experiences and intelligent automation or call backs through channel of choice?

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Colin Taylor TRG's curator insight, December 16, 2013 7:40 AM

Over 60% of customers who call your #callcenter will be on your website  when they phone you. Be sure to optimize all #custserv channels.

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Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite

Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite | Customer Experience Digest | Scoop.it
Wally Brill's insight:

Join me for a deep dive into why your customers hate your IVR and what you can actually do about it. We'll review several real world phone systems and explain what you can do to review and fix your own.

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David Williams's curator insight, September 30, 2013 5:34 AM

Wally's one of the wold's most experienced IVR CX Experts. Worth listening!

Nicola Collister's curator insight, September 30, 2013 3:58 PM

There has been alot of bad press recently about IVR's and there are some truly appauling ones out there, but get them right and your Customers will love them.  Wally will bring this to life fantastically - well worth an hour of your time!

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3quarksdaily: Sunday Poem

3quarksdaily: Sunday Poem | Customer Experience Digest | Scoop.it
SUNDAY POEM

Please Hold

This is the future, my wife says. 
We are already there, and it’s the same 
as the present. Your future, here, she says. 
And I’m talking to a robot on the phone. 
The robot is giving me countless options, 
none of which answer to my needs. 
Wonderful, says the robot 
when I give him my telephone number. 
And Great, says the robot 
when I give him my account number. 
I have a wonderful telephone number 
and a great account number, 
but I can find nothing to meet my needs 
on the telephone, and into my account 
(which is really the robot’s account) 
goes money, my money, to pay for nothing. 
I’m paying a robot for doing nothing. 
This call is free of charge, says the mind-reading robot. 
Yes but I'm paying for it, I shout, 
out of my wonderful account 
into my great telephone bill. 
Wonderful, says the robot. 
And my wife says, This is the future. 
I’m sorry, I don’t understand, says the robot. 
Please say Yes or No. 
Or you can say Repeat or Menu. 
You can say Yes, No, Repeat or Menu, 
Or you can say Agent if you’d like to talk 
to someone real, who is just as robotic. 
I scream Agent! and am cut off, 
and my wife says, This is the future. 
We are already there and it’s the same 
as the present. Your future, here, she says. 
And I’m talking to a robot on the phone, 
and he is giving me no options 
in the guise of countless alternatives. 
We appreciate your patience. Please hold. 
Eine Kleine Nachtmusik. Please hold. 
Eine Kleine Nachtmusik. Please hold. 
Eine fucking Kleine Nachtmusik. 
And the robot transfers me to himself. 
Your call is important to us, he says. 
And my translator says, This means 
your call is not important to them. 
And my wife says, This is the future. 
And my translator says, Please hold 
means that, for all your accomplishments, 
the only way you can now meet your needs 
is by looting. Wonderful, says the robot 

Please hold. Please grow old. Please grow cold. 
Please do what you’re told. Grow old. Grow cold. 
This is the future. Please hold.
.
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by Ciaran O'Driscoll
from the journal Southword
Wally Brill's insight:

As a designer of user experiences, I find this a cautionary tale...worth a read.

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HOWTO Map Customer Journeys

HOWTO Map Customer Journeys | Customer Experience Digest | Scoop.it
David Williams, CEO HOWTOEXPERIENCE, shares Customer Journey Mapping Definitions, Hints, Tips and Gotcha's. He also discusses how to rapidly accelerate customer experience improvement using the X-ccelerate Framework.
Wally Brill's insight:

Very useful and practical piece on customer journey mapping tools from CX Guru, David Williams

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Salesforce.com delivers mobile customer service apps

Mobile chat, communities, screen-sharing and more are on tap from Salesforce.com
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“Physically Together”: Here’s the Internal Yahoo No-Work-From-Home Memo for Remote Workers and Maybe More

“Physically Together”: Here’s the Internal Yahoo No-Work-From-Home Memo for Remote Workers and Maybe More | Customer Experience Digest | Scoop.it
Memo to Yahoos: Pray your cable does not go out for too long.
Wally Brill's insight:

I'd love to see the research that supports this shift, if there is any. Or is it just a way to shed people without mass redundancy? Ahh back to the inspirational cubicles of yesteryear.

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Customer Experience: Is It The Chicken or Egg? - Forbes

Customer Experience: Is It The Chicken or Egg? - Forbes | Customer Experience Digest | Scoop.it
Customer Experience is a movement. In many ways it reminds me of the rise of the Quality movement in the 1950s spearheaded by Deming. I just wish people would stop attaching ‘management’ to the end of ‘customer experience’.

Via Mario K. Sakata
Wally Brill's insight:

Really reinforces the argument for Customer Experience.

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