ClearAction
JULY 31, 2013
Putting Customers First: If Not You, Who? Lynn Hunsaker In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: first, organizations don't think much about how the business [.
Customer Interactions
JULY 11, 2013
'After years of discussion, it really is coming! Text to 9-1-1 is just around the corner, and, as with any change of this nature, there’s a lot to consider. A natural tendency is to dive deep into the technical aspects of how this new form of communication will come into the PSAP. Someone, of course, has to do that – but please don’t think that’s all you have to consider.
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Horizon CX
JULY 29, 2013
'Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.
Chip Bell
JULY 12, 2013
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Chip Bell
JULY 12, 2013
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Chip Bell
JULY 9, 2013
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Horizon CX
JULY 1, 2013
'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.
Customer Interactions
JULY 18, 2013
'As the eyes of the motor racing world were turning to Silverstone for the British Grand Prix recently, NICE and invited guests were getting an up close look at some iconic Formula One racing cars at the annual NICE UK security conference. The venue for the conference was Mercedes-Benz World, home of the famous Brooklands race circuit in Surrey. Many delegates took time to look around the motorsport museum and at its centerpiece, a Mercedes F1 car.
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Customer Interactions
JULY 4, 2013
'I recently attended the NICE EMEA Business Partners Summit in beautiful Budapest. Amidst the general experience-sharing, learning, and fun, one of the discussions that came up again and again with attendees was about the need to move away from traditional selling approaches (based on security, safety or compliance) and toward a value selling approach.
Customer Interactions
JULY 26, 2013
'“Waze has me home in 23 minutes and 58 seconds,” I reply to my wife’s “When do you expect to be home?” text message. We live in an age of instant situational awareness. Anytime. Anywhere. Knowing where to go, the best way to get there, even the best option to pick up dinner along the way, is at the tip of our fingers. So, this got me thinking.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
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