True Customer Experience Lifecycle Management requires technical infrastructure for self-service, proactive engagement and contact center coordination – plus enterprise-wide orchestration, business intelligence and advanced analytics to make data-driven decisions that inspire, align and guarantee business performance.
This whitepaper details West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.
A retail pharmacy counts on West to help announce the opening of a mobile pharmacy during West Virginia’s devastating flood.
While repeat callers and poor first contact resolution can often be an organizational headache, their causes can actually serve as a wellspring of valuable insights into customer pain points and opportunities for growth.
Encouraging self-service is a major element in delivering a more connected customer experience. Leverage these four steps to start reducing organizational costs, increasing multi-channel efficiency and improving customer satisfaction.
In today’s mobile world, customers not only crave intuitive communication with brands — they demand it. Companies in every industry are finding that to deliver on this demand, they must successfully orchestrate interactions across multiple channels at once.
Investing in technology that enables customers to make payments via SMS/text message paid for itself more than 6 times over in the case of a major satellite TV provider.
Increase customer satisfaction by creating moments of delight and staying ahead of customer needs. Save time and last-minute emergency effort by predicting common issues before they arise and help avoid unnecessary headaches.
When it comes to delivering modern customer support, there is no such thing as a one-size-fits-all strategy. Consumer expectations are constantly evolving and channels that work well for one brand may not jibe for another.
Long-term ROI and success requires strategic thought, patience and cross-functional effort. What buy-in do you need from your organization to deliver the experience your customers want?
Twenty percent of “satisfied” customers still intend to leave or do business elsewhere. So how can you proactively encourage loyalty from even your most satisfied-yet-fickle customers?