Category: Connected Customer Experience


Category: Connected Customer Experience
West Corporation

Posted on November 1, 2016 by West Corporation 


How to Deliver a Better Contact Center CX

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience?, Dan Gordon explored the notion of a collective customer journey, and how every interaction adds or subtracts from a big picture experience across multiple functions and channels. With the contact center at the heart of this journey, Gordon tackled a number of topics relating to contact center success.

Check out the webcast recording here, and leverage these key takeaways to start engaging your customers however, whenever and whenever they demand. Read More >

West Corporation

Posted on October 31, 2016 by West Corporation 


Looking Inside-Out to Drive CX Maturity

It’s no secret that customers call the shots. With their livelihoods teetering upon 5-star ratings, brands understand the importance of providing a customer experience (CX) that not only meets, but exceeds expectations. Yet even with this understanding, many struggle building a sustainable strategy to deliver.

What’s a common misstep companies make in their pursuit of CX excellence? Read More >

West Corporation

Posted on September 15, 2016 by West Corporation 


Wondering if you Need to Start Accounting for Smart Machines in Your CX?

Dan Gordon, SVP of Strategy and Development at West, examines the future of smart machines and provides his take on how enterprises should start preparing their CX for this technological emergence in his guest blog post for Execs in the Know:

“Relying on data and metadata, or “the information of everything,” smart machines are expected to drive a higher level of quality and consistency in everyday customer interactions by relying on neural networks that dissect things like text, images and voice — all without human intervention. Unsurprisingly, their potential impact is creating major buzz among technology providers and enterprises in every industry. Companies are left wondering what the rise of smart machines will mean for their long-term CX strategies, and how to stay ahead of their customers and competition as developments unfold. I’d recommend that most brands don’t overhaul their existing priorities just yet…

Click here to read why Gordon recommends holding off for now.

West Corporation

Posted on August 24, 2016 by West Corporation 


Machine Learning: You Can Take it to the Bank

Greg Ablett, a senior vice president at West, explores the vast customer experience (CX) opportunities that machine learning is opening up in the competitive, security-centric world of banking in his guest blog post for ABA Bank Marketing:

“Machine learning has great potential to improve the CX at today’s banks by taking advantage of the data already at their disposal. When deployed correctly, this technology can predict and actively address customer questions and concerns before they arise. As a result, customers can dodge common annoyances like navigating unwieldy banking websites or complex phone support menus. Let’s look at interactive voice response (IVR) as an example…”

Click here to read Greg’s entire discussion.

West Corporation

Posted on August 16, 2016 by West Corporation 


Going for CX Gold

Olympic athletes like Michael Phelps or Usain Bolt make their respective talents seem simply effortless don’t they? The reality is that the world’s best honed their crafts through lifetimes of dedication. But they all started somewhere.

Read More >

West Corporation

Posted on July 21, 2016 by West Corporation 


One Size Won’t Fit All When Connecting With Customers

Every brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.

It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.

Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >

West Corporation

Posted on June 29, 2016 by West Corporation 


Cooking up Customer Loyalty

Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.

Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >

West Corporation

Posted on June 20, 2016 by West Corporation 


The Unique Recipe for a Connected Customer Experience

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy

Gordon highlights three big moves organizations can make to address this struggle:

  1. Evaluate where you are and where you want to be
  2. Identify gaps in communication between the two
  3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.

West Corporation

Posted on May 24, 2016 by West Corporation 


A Day in the Life of Your Customer

When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)

Imagine a day in the life of a typical American consumer… Read More >


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