Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Defining Great Customer Experience: Highlights from the Customer Experience Strategies Summit - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

Defining Great Customer Experience: Highlights from the Customer Experience Strategies Summit

Posted by Joanne Morrison

HGS was a proud sponsor of this year’s Customer Experience Strategies Summit in Toronto, April 5–6. At this interactive forum, we were inspired by a talented group of CX thought leaders and forward-thinking brands that are challenging what it means to provide a great customer experience. Strong customer relationships mean customers are three times more likely to stay loyal, six times more likely to recommend the brand, and five times more likely to repurchase. With studies showing that 31% of customers leave because they received a better offer from a competitor, optimizing customer experience has never been more crucial to business growth and survival.

Bruce Temkin, CX Transformist and Managing Partner, Temkin Group, kicked off the first session with his keynote address titled, “Win Customers by Moving from Fluff to Tough.” He began the session by posing a single question to the audience, “What is a great customer experience?” While audience members called out words such as “memorable,” “consistent,” and “effortless,” Temkin challenged us by proclaiming that all the answers were wrong. He countered with the notion that a great CX is whatever the customer thinks it is. To illustrate this point, he used examples of customer experience from 10 years ago, when we were thrilled to receive DVDs in the mail to view the latest movie, use paper maps to get driving directions, and throw ourselves in front of taxis to access transportation. All of this was before anyone had conceived of the notion of streaming entertainment content, GPS devices that provide real-time traffic updates, and Uber. The key takeaway? It’s that if we set our goals on achieving what exceptional customer experience is today, we’ll ultimately fail. What we need to do is anticipate what customers will want tomorrow.

HGS’s own Lauren Kindzierski closed the sessions on Day 1 with her presentation titled “Rewire the Digital Customer Experience to Connect Emotionally with Customers.” Part of the challenge in providing a great CX is that experiences aren’t logical, they’re emotional. However, more than 35% of all interactions are digital and research projects that the digital will overtake the phone channel as the primary method of communication within two years. With this trend in mind, the question then becomes, “How do you focus on emotions to create memorable digital customer interactions?” Customers want brands to know me, engage me, make my life simple, anticipate my needs, feel what I feel, and reward me.

On Day 2 of the conference, Marc Eaman, Director, Marketing Cloud, Adobe, described “The Power of Great Experiences.” At this session,he talked about the disruption happening in the enterprise. He contends that 20 years ago, during the back-office wave,companies prioritized enterprise resource planning (ERP), and now that has become table stakes. Ten years ago, priorities shifted to the front-office wave, and more investment was made in CRMs to automate sales. Again, this strategy has also become table stakes. Today, we’re entering the experience wave. To succeed in this wave, customers’ demand that brands:

  • Know me and respect me. For example, if a brand knows that the customer is interested in surfing, they should not be bombarded with offers related to skiing.
  • Speak in one voice. Empower employees so they can say, “Yes, I can solve that for you.”
  • Make technology transparent. Customers don’t care how your back-end systems work. They just want an experience that is seamless and works.
  • Delight me at every turn. Mantras that will ensure success are “Be consistent,” “Be continuous,” and “Be compelling.”

Terry Gardiner, VP, Customer Experience Enablement, TELUS, provided an interactive session on “Best Practices to create Customer Value with High-Impact Omni-channel Experiences.” At this session, he emphasized the importance of moving from transactions to the outcomes that customers want. For example, when customers want to sit in their living rooms and watch TV, they don’t care what time the repair truck arrives, they just want the outcome to match their need. Brands need to recognize that each outcome has a different value for the customer. As CX practitioners, we need to understand what’s important in the hearts and minds of customers. Gardiner also emphasized the importance of culture. He contends that you can have the right technology; however, if employees don’t care, your CX efforts will fail. Gardiner also emphasized that key performance indicators (KPIs) can get in the way of culture. For example, if a salesperson on the phone is incented to sell, that sales person won’t encourage customers to make their purchases in store, even though that may be the better option for the customer. Similarly, average handle time (AHT) can be another problematic metric, as customer service reps may rush customers off the phone without optimally solving the issue. TELUS experimented with eliminating AHT as a metric, and while AHT rose in the immediate short term, it leveled off, and, in the longer term, it did not increase.

Driving the right culture is imperative, and the beauty of culture is that it doesn’t cost anything to drive culture change, nor does it require executive approval. It does, however, have a huge impact on delivering successful CX.

Source: http://www.teamhgs.com/blog/defining-great-customer-experience-highlights-from-the-customer-experience-strategies-summit/

Publish Date: April 13, 2016 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018 5:00 AM
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018 5:00 AM
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018 5:00 AM
3 Ways the Cloud Opens Horizons for CXAugust 3, 2016 5:00 AM
Turn to BPO Experts for Better Workers’ Comp OutcomesJuly 27, 2016 5:00 AM
5 Traits of Customer-Obsessed CompaniesJuly 13, 2016 5:00 AM
Combine AI and the Human Touch for Exceptional Customer ServiceJune 29, 2016 5:00 AM
CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce EffortJune 15, 2016 5:00 AM
Payers Seek Cost, Integration Efficiencies in a Value-Based WorldMay 18, 2016 5:00 AM
Your Customers Are Chatting: Insights from the Front LinesMay 11, 2016 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =