13 Articles Tagged customer journey

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CX Experts Agree Customer Journey Maps Help Build Relationships

  • Bernard Gutnick
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff…
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Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops

  • Laura Bassett
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance…
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Customers Explain Why Chatbots Matter for Contact Centers

  • Bernard Gutnick
  • March 28, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the…
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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
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Avaya Predictions for 2017 Services Trends: Top Focus is on Smart Customer-Centric Engagement

  • Sandra Thomson
  • January 12, 2017 | Estimated reading time: 3 minutes to read
  • Recently, we asked six Avaya services experts to help us reflect on the past year and to peer ahead into 2017. Our panel: Richard English,…
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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…
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Leveraging Big Data to Fine Tune Customer Experiences

  • Laura Bassett
  • December 6, 2016 | Estimated reading time: 6 minutes to read
  • Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging…
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Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | Estimated reading time: 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…
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Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

  • Laura Bassett
  • June 13, 2016 | Estimated reading time: 3 minutes to read
  • I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from…
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3 Ways to Solve Your Customers' Problem the First Time

  • Laura Bassett
  • January 28, 2014 | Estimated reading time: 2 minutes to read
  • I'm often asked how to deal with problem customers--customers who call back over and over with the same issue or with related issues. A clue…
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Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | Estimated reading time: 5 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…
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How Does This Thing Work, Anyhow?

  • Laura Bassett
  • January 31, 2013 | Estimated reading time: 4 minutes to read
  • ALL ABOARD! Proactive on-boarding to Ensure a Comfortable Customer Journey. Today our guest blogger, John Quaglietta, will be expanding on his thoughts from his last…