The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the customer experience (CX) - it's the agent experience. So what's holding companies back from providing an effortless agent experience? At Pier 1, where I manage the Customer Relations department, we faced a number of challenges. After re-launching our e-commerce site six years ago,...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful rainbow trout. As every angler will claim, “I caught a big one!” I did, and a lot of them. I learned that these fish are anadromous, migrating from the ocean to breed in fresh water, making them highly adaptable to changing conditions. My challenge was to read the myriad of data accurately...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful...
By John Katsoulis, Senior Principal, CX Product Marketing I’ve a read a lot about customer service over the past month to try and better explain where service...
By John Katsoulis, Senior Principal, CX Product Marketing I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the latest buzzwords to get my point across. But I realized that during that same period, I had personally engaged with some companies that I’m somewhat loyal to, and experienced different levels of satisfaction. One company I deal with on a monthly basis called me...
By John Katsoulis, Senior Principal, CX Product Marketing I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to...
By John Katsoulis, Senior Principal, CX Product Marketing Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations...
By John Katsoulis, Senior Principal, CX Product Marketing Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations and gain market share. Direct-to-consumer eCommerce continues to be a disruptive force, as consumers increasingly want to know who and what is behind the products they buy. Brands need to work with their channel partners to create stellar customer experiences that drive positive win-win results. Digital Disruption is All...
By John Katsoulis, Senior Principal, CX Product Marketing Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations and gain market share....
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to...
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to move from Siebel to the Oracle CX cloud applications. It was the final meeting before signing the deal and one of the key decision makers from the procurement team asked me “why doesn’t Oracle just put the Siebel application on the cloud? It could have made our lives so much easier.” We educated the customer on the...
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to move from Siebel to the Oracle CX cloud...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes their product portfolio, adds partners and sales channels. But, what happens when they discover that the tools and processes that brought them to their current point of success may not take them to the next level where they need to go? In this situation, an organization that wants to adapt can get creative and squeeze...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes their product portfolio, adds partners...
By John Katsoulis, Senior Principal, CX Product Marketing Consider a typical visit to a brick-and-mortar retail store. As you browse through the shelves and...
By John Katsoulis, Senior Principal, CX Product Marketing Consider a typical visit to a brick-and-mortar retail store. As you browse through the shelves and racks deciding what to buy, what kind of salesperson do you hope to find when you need help? Do you prefer someone aggressive and continuously asking if you’re ready to make a purchase? Or, can you even find someone when you have a question, no matter how hard you look? Most customers would say the perfect salesperson is...
By John Katsoulis, Senior Principal, CX Product Marketing Consider a typical visit to a brick-and-mortar retail store. As you browse through the shelves and racks deciding what to buy, what kind...
Warren Buffett famously said “It takes 20 years to build a reputation, and five minutes to ruin it. If you think about that, you’ll do things differently.” In...
Warren Buffett famously said “It takes 20 years to build a reputation, and five minutes to ruin it. If you think about that, you’ll do things differently.” In today’s service economy, customer experiences can make or break a brand’s reputation in seconds via a flurry of re-tweets, shared videos, and hashtags. We value our time as a finite resource and in our connected economy we expect results with speed and efficiency. How your brand respects its consumers’ time shapes their...
Warren Buffett famously said “It takes 20 years to build a reputation, and five minutes to ruin it. If you think about that, you’ll do things differently.” In today’s service economy,...
With Christian Patrik Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business...
With Christian Patrik Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business potential. Fragmented data and a web of point solutions make it difficult to measure marketing performance and customer behavior. Brands are forced to act reactively, wasting time, effort, and money without a holistic customer lens. Winning firms use customer intelligence to make every interaction count. They constantly...
With Christian Patrik Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business potential. Fragmented data and a web of point...
