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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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What Maslow’s Hierarchy Won’t Tell You About Motivation

What Maslow’s Hierarchy Won’t Tell You About Motivation | Customer Experience Digest | Scoop.it
Leaders need to focus on three basic psychological needs.
Wally Brill's insight:

This is a valuable message to leaders about motivating our teams. I'm fortunate to work for a company where this is part of our DNA but you certainly don't see it everywhere.

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What you can do about the Which? top service irritations (and to calm the nerves of your CEO) | soh

What you can do about the Which? top service irritations (and to calm the nerves of your CEO) | soh | Customer Experience Digest | Scoop.it
Which? has just released the results of its latest service polls and the saints and sinners have been named and shamed in the national media again. Fran gives her views on what should be in every service director
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Multi-Channel Experiences: Why Contact Centres Are Failing

Multi-Channel Experiences: Why Contact Centres Are Failing | Customer Experience Digest | Scoop.it
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. Those in retail talk about the need for omni-channel comp...
Wally Brill's insight:

Customer Service Guru Martin Hill Wilson on channel mix. Some really interesting insights on silos within organizations and how the internal measurement of metrics by channel  affects the customer service. Also a perspective on the longevity of the voice channel. Worth a read!

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Amazon.com vs. Alibaba: Omni-channel Competitor and Collaborator

Amazon.com vs. Alibaba:  Omni-channel Competitor and Collaborator | Customer Experience Digest | Scoop.it
When it comes to e-commerce, Westerners are very familiar with Amazon.com. Alibaba, the Chinese e-commerce giant, is largely unknown. Amazon’s revenues of $74.4 billion dwarf Alibaba’s $8.4 billion. But Alibaba has a different business model.  Unlike Amazon they do not take ownership of inventory, stock it in their distribution centers, and [...]
Wally Brill's insight:

Alibaba's David is looking to take on the global online Goliaths. .

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The Next Era of Conversational Technology

The Next Era of Conversational Technology | Customer Experience Digest | Scoop.it
In 1922, the Elmwood Button Co. commercialized a toy that could respond to voice commands. The toy, called Radio Rex, was a dog made of celluloid that would leap out of its house when you called it...
Wally Brill's insight:

For any of us who want the future now: Roboto Pieraccini's great piece on a new era of social robots.

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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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Why And How Brands Must Go Omni-Channel in 2014

Why And How Brands Must Go Omni-Channel in 2014 | Customer Experience Digest | Scoop.it
You visit your favorite retailer’s website. Upon your arrival, the site drops cookies on your browser. Next thing you know, you’re seeing a television ad promoting deals available via the retailer’s mobile app. And before you know it, you are accessing information on your mobile device and then visiting the brick-and-mortar store. As you browse […]
Wally Brill's insight:

Interesting piece about the blurring of the lines between on and off-line.

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The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED

The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED | Customer Experience Digest | Scoop.it
Children growing up these days see screens from the moment they are born and are drawn to them like moths to a light. This changes how we must design to fit their needs.
Wally Brill's insight:

The future is now. Time to rethink the very basics of B to C service and communication.

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What is OmniChannel? Defining omnichannel and the customer experience | Omnichannel.me

What is Omnichannel? Similar to and an evolution of, multi-channel retailing, but is concentrated more on a seamless approach to the consumer experience.
Wally Brill's insight:

An often used but seldom understood term. Really good insights into social, customer empowerment in commerce.

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Why voice is the next big internet wave

Why voice is the next big internet wave | Customer Experience Digest | Scoop.it
We’re about to see a major shift in voice technology. Think wearables, encryption, Facebook-like streams and customized acoustic profiles.
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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
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!