You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps...
You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability to satisfy customers. And how giving consumers access to your knowledge base online help them serve themselves, so they get fast, accurate answers.But what you may not know is that all Knowledge Management systems aren’t created equal. Many traditional Content Management Systems (CMS)...
You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant demands on companies to serve me better. What wassurprising to me about the outcome of Oracle’s recent Customer Experience (CX) survey was the gap in perspective between howcompanies think they are doing relative their customers’ perspectives. Only 39%of companies earned a CX index rating of “excellent” or “good,” but 80%...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant demands on companies to serve me better....
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to...
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to finish, the best sporting event inAmerica.” – Mark Rosenberg, SportsIllustrated With68 teams, over 1000 players, and 98 referees, March Madness takes a significantamount of time and energy to plan and execute. The tournament is successfullyexecuted every year because the coaches, players and referees each work hard...
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to finish, the best sporting event inAmerica.” –...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on investment. You’ll also know that sometimes it’s challenging to elicit from colleagues the same CX fervour you have. Well, the following insight from an Oracle CX report may change all that: NOT offering a positive, consistent and brand-relevant customer experience could see revenues drop by as much as 18% among European...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on investment. You’ll also know that sometimes...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social adds another new channel and a host ofopportunities. Social also brings new strategies and tactics to be masteredand tuned to your business—but avoid the Social Silo. Thinking about Socialas a set of processes, people, and technologies separate from your corebusiness will be a limiting factor down the road. Isn’t...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social adds another new channel and a host...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this week, we discussed how different industriesare doing. Now, let’s look at how the different regions around the worldcompare in Oracle’s new CX survey, GlobalInsights on Succeeding in the Customer Experience Era. In this survey, we asked business executives across 18countries in North America, Latin America, Europe, and Asia...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this week, we discussed how...
By Brian Curran Brandy, I awoke this morningand decided to leave you. I have been thinking about this for a long time and Iam just getting the courage to make...
By Brian Curran Brandy, I awoke this morningand decided to leave you. I have been thinking about this for a long time and Iam just getting the courage to make the move. Don’t get me wrong. I appreciateeverything that you have done for me up to this moment. I appreciate yourloyalty to our relationship. It’s just that I have found someone else. It’s notthat you didn’t meet my basic needs. It’s just that my expectations have risendramatically since the time we first met. I...
By Brian Curran Brandy, I awoke this morningand decided to leave you. I have been thinking about this for a long time and Iam just getting the courage to make the move. Don’t get me wrong....
Oracle’s new global customer experience (CX) survey, GlobalInsights on Succeeding in the Customer Experience Era, gives CX practitionersthe ability to look at...
Oracle’s new global customer experience (CX) survey, GlobalInsights on Succeeding in the Customer Experience Era, gives CX practitionersthe ability to look at how they’re doing from many different perspectives,including by industry. Which industries lead the pack? Which ones are bringingup the rear? Who has more to lose? The Life Sciences and Pharmaceuticals industry has a lead interms of their approach and views on CX while Insurance appears to be lagging.When asked, are...
Oracle’s new global customer experience (CX) survey, GlobalInsights on Succeeding in the Customer Experience Era, gives CX practitionersthe ability to look at how they’re doing from many different...
Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be...
Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be able to connect with you anytime, anywhere, and from any device to resolve their own service issues.So you are finding more and more of them going online to serve themselves, 72% according to Forrester. However, only 52% find the information they need. If you are one of the companies disappointing the 48%, watch out....
Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be able to connect with you...
