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.
Just like your car, your IVR solution needs regular checkups to ensure that it continues performing optimally. Here are some quick tips for basic IVR tune-up and to provide your customers a highly-intuitive, automated experience.
When an IVR system shows a rise in callers failing at prompts and transferring to an agent, speech recognition often gets the blame. Three usual suspects all-too-often mask common IVR struggles as speech problems.
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.
Recognizing that 25% of annual call volumes originated outside of North America and each call with an agent costs $2 on average, Western Union saw an opportunity to expand the global capabilities of its IVR and create a consistent self-service experience for customers.
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?
Many companies aren’t close to meeting the CX ideal, so what can the least-liked do to improve customer sentiment?
This article by Dan Gordon appeared in Loyalty360’s Loyalty Management.
Creating a connected customer experience starts with understanding a typical customer’s journey to identify (and later prioritize) opportunities for improvement. This worksheet can help you get started with a customer-centric approach.
In the midst of a global “digital disruption,” customer expectations and technology continue evolving every second. In this presentation, we will help you create a clear path to delivering results. Dan Gordon explores how leveraging data can help you stay ahead of your customers and provide a few key best practices to reach them on their own terms.