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Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Categories Tags A NICE executive correctly pointed out to me recently that companies rely too heavily on surveys to obtain the voice of the customer (VoC).  Consequently, they… http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

Building the Sales Intelligence-Customer Experience Connection

Excellent customer experiences (CXs) are key to successful sales while intelligent selling fosters positive CXs.
Categories Tags Sales intelligence (SI) applications provide sales reps with customer insights (including context and timing) in order to close more sales in less time, as rep… http://digitaltransformation.frost.com/expert-insights/viewpoints/building-sales-intelligence-customer-experience-connection/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Categories Tags Of the customer contact channels, the most prevalent is still in-store B2C and B2B retail.  But it is also is the most difficult channel to integrate voice and… http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

Solid Customer Experience and Trust Are Key in Growing eCommerce

eCommerce has become entrenched as a retail channel but one where customers still tend to browse rather than buy. Companies must take steps to improve the Customer Experience to grow online sales, particularly from mobile devices.
Tags eCommerce has evolved from a novelty, since its inception with the World Wide Web some 20 years ago, to a practical and ubiquitous channel. It has replaced faxes, paper cat… http://digitaltransformation.frost.com/expert-insights/viewpoints/solid-customer-experience-and-trust-are-key-growing-ecommerce/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services.  So why not make it your 2015 resolution to provid… http://digitaltransformation.frost.com/expert-insights/viewpoints/make-providing-superior-customer-experience-your-new-years-resolution/