In today’s day and age, business leaders must be aware of how to improve the customer experience and understand customer requirements in order to improve their experience and boost operational efficiencies across the board. Martin Taylor, Deputy CEO and Co-founder at Content Guru, says CIOs need to use data to drive enhanced collaboration across the enterprise in order to exceed customer expectations and stay one step ahead of the demand.
Door: Eelco Krikke.
In een ideale wereld onderhouden service- en sales teams onderling nauwe relaties met elkaar. Daarnaast versterken en verlengen ze elkaars dienstverlening aan de klant. Om dat ook daadwerkelijk in de praktijk mogelijk te maken, moeten beide ‘kampen’ het eens worden over het einddoel – een positieve klantervaring.
A returning guest from season one of Voices of CX, Joseph Pine II, or Joe Pine, is an internationally acclaimed author, speaker and management advisor to fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.
For its 2021 social media usage survey, Pew interviewed 1,502 US about their social media habits, providing an overview of key trends and shifts in social media platform adoption and usage. Which, given the events of the last 12 months, has been impacted significantly, with most platforms seeing a rise in usage – but as noted, Pew’s data reveals that the big players remain in charge, even with other apps gaining some ground.
Despite CX personalisation being a priority at 93% of contact centres, a staggering 95% of them are yet to use intelligent routing to personalise customer interactions. Intelligent routing matches incoming calls with the perfect agent, who is best suited in terms of personality, skills, knowledge set, and availability to quickly and effectively address the caller’s query.