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Posted on January 9, 2017 by West Corporation  


CX Marks the Spot: What Consumers Expect from Brand Communication

In the realm of customer experience, communication is everything. But in the digital age, the volume of available communication channels is growing exponentially – leaving brands to navigate consumers’ rapidly changing preferences.

West surveyed more than 500 U.S. consumers to understand how they define high quality CX, gauge how communication preferences shift across self-service and proactive interactions, and identify which industries are leading and lagging in CX delivery. Take away some critical insights for your business:

Posted on December 15, 2016 by West Corporation  


Providing Answers When They Are Needed Most

When emergency situations threaten the livelihood of populations at large, companies across the U.S. count on West’s ongoing consultation to deliver timely and reliable communications to their customers.

Posted on November 2, 2016 by West Corporation  


3 Quick Tips to Help Customers Weather the Storm

When severe weather comes rolling in and outages occur, panicked customers expect communication that’s as reliable, immediate and effective as their utilities. These three quick tips can help any utility company exceed customer demand before, during and after the storm.

Posted on October 27, 2016 by West Corporation  


Proactive Communications: Helping Customers Weather the Storm

When severe weather comes rolling in, customers have little patience for service interruptions and expect outstanding customer service. Utilities are in a unique position to exceed these expectations in an industry where their offerings are not only seen as assets, but everyday “must haves.” Leverage this “storm kit” to immediately boost communications before, during and after a storm.

Posted on October 26, 2016 by West Corporation  


Selecting an SMS Provider That Meets Your Business Needs

Proactive communication strategies are key in keeping up with consumers’ on-the-move lifestyles, but a variety of factors can make them a real business headache if you aren’t careful. Ensure you have a firm understanding of the relationships behind your SMS/text messages.

Posted on October 14, 2016 by West Corporation  


West’s Customer Experience Lifecycle Management Maturity Model Flipbook

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 easily digestible flipbook breaks down West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

Posted on August 17, 2016 by West Corporation  


West’s Customer Experience Lifecycle Management Maturity Model

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.


West Corporation

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