By Bruce Pollock, Vice President of Strategic Growth Planning
Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.
CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.
Read More >
By Mike Snyder, Director of Sales and Pharmacy Experience Strategist
Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >
By Julie Wajda, Product Manager
So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. Read More >
By Jarrett Schmidt, Vice President of Sales
When it comes to your communication infrastructure, which is better: multiple providers or just one?
If you said one, you may think it’s easier to have integrated solutions on one platform, managed by one entity. And if you said multiple, you must realize one provider’s tech may not always be the best at everything.
But you can get the best of both options with a provider that uses a channel-agnostic approach.
Read More >
By David Cathey, Vice President, Utilities
The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).
Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.
But how are you using customer data to reduce cost and improve CX? Read More >
By Mechele Herres, Business Development Executive for West’s Utilities Team
As much as utility providers may try to create exceptional experiences for their customers, one factor often gets in the way: payments. No one likes to see a bill in the mail, but with the right messaging, your payment process can improve customer experience (CX).
When everything goes right, utilities have little contact with their customers. That’s why every piece of your business’ communication ecosystem must work together to provide great CX. Of course, that includes billing messages. Read More >
By Jil Fisher, Vice President of Technical Product Management
Customers have been loud and clear: they want experiences to remember. And those experiences can’t be based on superficial surveys or interactions with customer service.
Instead, they’re created from inside your organization, starting at the most fundamental level. Before you undertake any project, your team must be focused on creating the best customer experience (CX) possible. One of the most efficient ways to get there is by creating stable teams.
Read More >
By Ben Page, Director of Sales and Customer Experience Strategist
From schools to corporations, you can find people buried in their smartphones. The ability to work, ask questions, shop, check finances and share your every thought on a mobile device has become the standard.
Technology is often blamed for widening the generational gap, but that same technology has created a new generation altogether: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >
By Andrew Dill, Sales Executive for West’s Utilities Team
As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner.
That’s great. But in today’s experience-driven world, it may not be enough to satisfy your customers.
Read More >
By Laura Campbell, Product Manager
Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >