Customer journey mapping is a useful technique to help identify shortcomings and chokepoints in your customer service, but unless it is conducted effectively and followed through, it risks becoming a misguided time-wasting initiative. Make sure your customer journey mapping initiative does not fall into this category with the following ten essential tips.
Artificial intelligence (AI) is the next major wave of innovation, driven by advances in computing power, the ability to store large volumes of data in the cloud at minimal cost, and easier access to advanced algorithms. And it will be more disruptive and powerful than any previous shift in technology.
This white paper discusses how customer service functions and contact centres can implement and manage advocacy-centric programs that gather deeper insight into the drivers of great (or horrible) customer experiences. The paper highlights common advocacy measurement methodologies and details best practices in customer experience insight management and process improvement. Finally, it summarizes the key requirements of customer experience management (CEM) solutions that use advocacy as a foundation to improve the delivered customer experience.
The digital customer represents a new breed of consumer. While traditional customers are also alive and well, digital customers are elusive, discerning, distracted and proudly narcissistic. To reach and engage these connected customers requires a relevant and informed approach that meets them on their terms, in their communities, in the right ways at the right time. This takes a significant investment in new strategy, technology, expertise and business models shaped and informed by data, insights and empathy.
Don’t you just hate poor customer service? If a company is consistently bad, at least you know what to expect, but when service levels are wildly different each time, you’re certain to be disappointed. Download this article by best-selling author Peter Shankman to read about the chaos this can cause for your customers.
How good would you say Asia’s leading companies are at delivering excellent customer service? Due to the growing importance of customer experience management, companies need to create the processes that will consistently ensure great customer service delivery. But how much of this is actually happening? To find out, we ask 5 leading companies in Asia what they see as the fundamentals of improving customer experience and their plans for the coming years.
To find out how companies in Southeast Asia are using closed loop feedback, Chris Dann, Director for Customer Experience at Nielsen, ran a live polling session at the CEM Asia Summit 2015, which featured the customer experience business leaders from over 300 of Asia’s biggest companies. Click the link above to see the results.
In this research summary, we have compiled the key findings from our latest survey conducted with the attendees for our upcoming event. This research will provide you with insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.
It is more expensive to acquire a new customer than to keep your existing one. Therefore it goes without saying that companies need to do everything they can to keep the ones they’ve got by giving them what they want and engaging with them. So, how well do you really know your customers?
In this in-depth interview he shares that he should have paid more attention in psychology class. His thought is that in addition to paying attention to the customer’s experience, organisations should be paying attention to the employee’s experience.
In this exclusive interview with Bupa's Head of Customer Episode Solutions and Delivery, Richard de Haast, discover the methodologies and processes they put in place to ensure their customer journeys are working to the benefit of the customer.