By Christine Friscic-Oracle on Jul 11, 2016
By JP Saunders, Senior Director, Strategy @JPSaunders
The promise of a great experience can only be delivered on when customer service makes it!
Customer Experience (CX) is an “outside-in” strategy businesses embrace to achieve brand loyalty, satisfaction, and sustainable growth. Yet, many businesses are failing at CX due to their lack of ability to apply the unfamiliar thinking, behaviors, actions and measures to transform into a customer-centric brand that stands out from the rest.
All too often CX efforts are left as an expensive IT or marketing lead innovation that makes a promise to its customers of a bigger and better experience. The result is higher expectations and increased customer churn from a failure to deliver on the experience (87% of customers leave after one bad experience), and ongoing increased acquisition spending to achieve the desired growth.
“We cannot solve our problems with the same thinking we used when we
~ Albert Einstein
Successful business leaders, who are dominating their industry markets, use a CX strategy that has a focus on the consistent and reliable delivery of their promise to their customers. They strengthen that relationship by making Service and Support a main priority of their CX investments. They transform customer service departments from a contact-center cost-center, into a strategic engagement-center and profit-center. In turn, empowering agents to intelligently and proactively engage with customers to strengthen loyalties, increase experience innovation effectiveness, and reduce overall growth/acquisition costs.
Join a panel of experts, including Oracle’s Senior Director of Strategy, JP Saunders, in the latest discussion that addresses how customer service is evolving to become a strategic arm for the business. Hosted by CRM Magazine, a preferred destination for information relevant to the CRM user marketplace, you will walk away with ideas and actions to help transform your business’s customer service experiences.
Tune in to the upcoming webcast on Wednesday, July 13th to get answers and learn how to:
- Leverage automated interaction analytics to uncover customer sentiment drivers.
- Transform discoveries into actionable strategies to improve FCR, CSAT, and NPS.
- Avoid the common pitfalls of customer experience initiatives that damage brands.
- Improve the customer experience by incorporating active monitoring.
- Bolster engagement strategies to provide modern customer service and support.
- Align technology adoption with engagement and value metrics to meet your goals.
David Myron – Editorial Director, CRM Magazine
Brian LaRoche – Product Marketing Manager, CallMiner
Erik Delorey – Product Marketing Manager, Contact Center Solutions, Empirix
JP Saunders – Sr. Director Strategy, Oracle