Category: Connected Customer Experience


Category: Connected Customer Experience
West Corporation

Posted on November 16, 2017 by West Corporation 


5 Steps to Optimize Customer Experience in 2018

By Dan Gordon, Senior Vice President of Strategy and Development

It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
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West Corporation

Posted on October 12, 2017 by West Corporation 


Why Not Make Every Day CX Day? (Plus 5 Tips to Get Started)

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.

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West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

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 >

West Corporation

Posted on September 20, 2017 by West Corporation 


3 Benefits of a Channel-Agnostic Platform

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.

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West Corporation

Posted on September 7, 2017 by West Corporation 


Top Ways Utilities Use Customer Data to Improve CX

By Jody Kistaitis, Director of Sales

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 >

West Corporation

Posted on September 5, 2017 by West Corporation 


4 Ways Utilities’ Payment Process Can Improve Customer Experience

By Jody Kistaitis, Director of Sales

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 >

West Corporation

Posted on August 28, 2017 by West Corporation 


5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

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.

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West Corporation

Posted on August 24, 2017 by West Corporation 


CX for the Self-Service Generation

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 >

West Corporation

Posted on August 21, 2017 by West Corporation 


How to Power Up CX for Utilities

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.

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West Corporation

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