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Category: Connected Customer Experience


Category: Connected Customer Experience

West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

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 >

West Corporation

Posted on August 3, 2017 by West Corporation 


5 Keys for Exceptional Customer Experiences

By Michael DeLange, Director of Sales, Customer Experience Strategist

Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments can get someone excited, sure, but they’re just touch-points in the relationship. Read More >

West Corporation

Posted on June 1, 2017 by West Corporation 


Optimizing Performance with Champion Challenger Testing

Unrelenting customer evolution demands unrelenting customer experience (CX) optimization. In traveling along this line of thinking, inspirations to integrate the latest and greatest technologies often emerge before decision-makers take more obvious and immediately beneficial considerations into account. Sometimes, it’s the thoughtful, yet subtle investments that garner the highest returns. And solid consultative partnerships can help ensure these “ah-ha” moments don’t slip through the cracks.

For example, West recently identified two opportunities to increase self-service within a client’s interactive voice response (IVR) system. By making a few tweaks to this leading financial services company’s call flow, West set them up to save an estimated $5.4 million in the next year.

Read this case study to explore how conducting two strategic Champion Challenger tests has positioned West’s longtime partner to save big while providing a more rewarding CX — all while avoiding the need to sacrifice an abundance of organizational resources.

West Corporation

Posted on May 12, 2017 by West Corporation 


The Acceleration of Customer Experience

By: Doug Thompson, Director of Product Management and Development

Customers in every industry are evolving in step with the technology they touch. Advancements like vehicular Wi-Fi connectivity are becoming mainstream and the phrase “hang up” the phone has lost true meaning for anyone born in the last decade.

During my presentation at Forrester’s Digital Transformation, I discussed how brands must address more rapid consumer evolution and the symbiotic relationship between man and machine. The biggest takeaway? One must understand where your CX stands now in order to develop an adequate strategy to shift it to an ideal state.

After taking this brief CX Strategy assessment, be sure to click here to see what your score tells you about your personal next steps in CX strategy. Primary areas of focus include: Read More >

West Corporation

Posted on May 3, 2017 by West Corporation 


Seeing the Bigger Contact Center Picture in the Channel

Bruce Pollock, VP of Strategic Growth and Planning, West

As people evolve in step with the technology they touch, cloud-based solutions provide the flexibility and agility organizations need to respond to them effectively. But. The right technology is just one piece of the puzzle.

By 2020, if not before, Customer Experience (CX) will become more important to customers than price or product as a key brand differentiator. As such, a set-and-forget technological mindset that companies have used in the past is dangerous. As expectations climb, organizations that fail to ground technology in thoughtful strategy will struggle to connect meaningfully and effectively with customers. Without forethought, interactions become siloed across channels and departments, customers repeat themselves as they are passed from agent to agent, and the company’s top and bottom line suffers.

So how can you help your clients avoid these commonplace contact center pitfalls? Let’s look at a few inbound strategies that are essential to success in today’s CX landscape. Read More >

West Corporation

Posted on April 27, 2017 by West Corporation 


5 Rules of Customer Experience

West collaborated with CCW Digital—a prominent community, resource hub and advisory for customer management practice, call center and customer experience professionals—on their Performance & Agents Executive Report. This report addresses the goals, challenges and solutions that organizations should address in the pursuit of a result-oriented customer experience function.

Within the report, West’s “Practicality Guide: An Illustration of Improved Performance,” offers up 5 Rules of Customer Experience Performance (starting on page 25). You can read more about these best practices in the full write-up here.

Read More >

West Corporation

Posted on March 23, 2017 by West Corporation 


5 Major CX Considerations to Think Through Now

By Dan Gordon, Senior Vice President of Strategy and Development

Consider this: By 2020, customer experience (CX) will overtake price and product in terms of overall value to brand differentiation. Why? Because in today’s mobile world, solid CX represents real money. More than ever before, customers are turning to the Internet to self-serve and conduct research before ever reaching out to your brand. Now, by the time they pick up the phone and dial your IVR or send a text message, they are operating from a level of understanding that requires you to know more too — specifically about them. And if you don’t, they will take their business elsewhere and find someone who does.

Read More >

West Corporation

Posted on February 10, 2017 by West Corporation 


Natural Language and Your CX: The Perfect Match?

Finding the right combination of communication solutions to drive the ideal customer experience (CX) can feel a lot like getting back into the dating pool… exciting, confusing, intimidating. To pursue or not to pursue? That is the question. This is especially true when checking out a speech-enabled Natural Language (NL) application.

NL is gorgeous on the outside looking in, but a fickle mistress to organizations that jump into the relationship without getting to know the deeper nuances. Luckily, companies thinking about introducing a NL solution to their IVR can avoid a disastrous blind date: Click here to learn When to Use Natural Language – and When to Avoid It. Read More >

West Corporation

Posted on February 2, 2017 by West Corporation 


Data Can Be Your Customer Experience MVP

You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…

Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.

One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.

It worked.

Read More >

West Corporation

Posted on January 25, 2017 by West Corporation 


Consumer Survey Offers Key Insights to Improve CX

Not long ago, grocery shopping happened solely in-store and banking was done with the help of a human teller. But in the blink of an eye, the internet, social media and mobile devices changed the relationship between company and customer as we knew it. Now, the quality of every interaction with a brand plays into a larger customer experience lifecycle that evolves with every conversation, across multiple channels.

Read More >


West Corporation

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