Category: Connected Customer Experience


Category: Connected Customer Experience
West Corporation

Posted on July 30, 2019 by West Corporation 


Self-Service Customer Experience: Not Just for Millennials

Adding self-service technology, like kiosks and IVR, to purchase and customer service processes has obvious benefits for meeting millennial consumer behavior. But the benefits go beyond this one demographic. From schools to corporations, you find people of all ages buried in their smartphones, looking for quick answers to simple problems. That’s why it’s so important to focus on the self-service customer experience.

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West Corporation

Posted on July 22, 2019 by West Corporation 


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

Do you want to create the best experience for your customers? Do you want to thoroughly engage employees? How about increasing productivity throughout your organization? Then it may be time to rethink how you build your teams. To see results, try out an increasingly popular “disciplined agile” approach that starts the moment a team comes together by maintaining stable teams.

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West Corporation

Posted on May 9, 2019 by West Corporation 


10 Analytics-Powered Ways Customer Experience Drives Revenue Growth

Customer experience is touted by many as the one of the most important factors for today’s businesses. But if it can’t help you attract customers and raise profits, is it really worth it? Fortunately, customer experience drives revenue growth in several ways, and you can take advantage of that fact with the help of analytics. Read More >

West Corporation

Posted on January 7, 2019 by West Corporation 


5 Steps to Optimize Customer Experience in 2019

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 23, 2018 by West Corporation 


29 Stats That Show What Consumers Expect from Brand Communication

Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >

West Corporation

Posted on October 3, 2018 by West Corporation 


Customer Journey Mapping: 15 Plot Points Needed in Any Map

Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.

So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >

West Corporation

Posted on June 20, 2018 by West Corporation 


Cheap, Fast or Good: Which is Most Important?

You can have it cheap, fast or good. Pick two.

Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >

West Corporation

Posted on June 11, 2018 by West Corporation 


How to Power Up CX for Utilities

As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers.

Like all industries, customer expectations of utility providers have changed dramatically in the last decade. People aren’t just looking for the best product or service at the best price anymore. Instead, they want customer experiences (CX) to remember and brands that remember them.

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West Corporation

Posted on April 30, 2018 by West Corporation 


How to Create a Better Healthcare Patient Experience

By now, you’ve heard that millennials are paying more for experiences and that customer experience will be the driving factor for the majority of businesses in the next few years. But does that hold true for healthcare, too?

In recent years, patients often elect to receive healthcare through mobile apps, outpatient treatment and clinics instead of hospitals, according to Modern Healthcare. That’s driven heavily by cost and changes to insurance, but it opens the door to a larger shift. Read More >


West Corporation

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