Posts about customer journey (2)
In our last blog post we broke down a Frost & Sullivan survey of contact centers around the world and took a look at how Operational Customer Experience (OCX) impacts customer satisfaction. In this post, we examine the kinds of obstacles that affect OCX among the...
Late last year, Cyara commissioned market research firm Frost & Sullivan to conduct a survey analyzing operational customer experience in contact centers around the world. The report highlighted a number of challenges across the companies surveyed. Over a series...
Before joining Cyara, I built contact centers in Europe, Asia, Africa, and Australia for fifteen years. For two-thirds of that time, I was an architect. When I joined Cyara, I started doing some research on testing and the software development lifecycle. In...
In my previous post, Improve Customer Experience by Eliminating These Top 10 Hidden Issues, I shared the top ten customer experience impacting issues I've seen in projects with Cyara customers. In this post, I'd like to share a common scenario, which comes from a...
The ultimate goal of the contact center is to simplify the customer journey, but the technology behind the contact center itself is anything but simple. From the build phase to the design phase, contact centers are complicated. I think of the contact center as the...
Despite being built for strengthening customer relationships, contact centers have unfortunately become a hub for customer complaints. Australian telecommunications leaders are using multiple avenues for managing service issues today, including phone calls, live...
Many healthcare insurance providers are making the move to Agile or considering it. For customer-facing systems such as self-help portals, IVR, chat, email responders, and mobile apps, Agile can offer faster time to market, improved quality, and even reduced...
In this Age of the Customer, no matter what kind of business you’re in, your primary business is serving your customers. And yet, according to a global survey conducted by American Express, 95% of companies fail to exceed the expectations of their customers
Matthew Dixon of the Corporate Executive Board (CEB), and best-selling author of The Effortless Experience, emphasized the importance of effortless customer journeys in his keynote address at IQPC’s recent Call Center Week – Winter. Dixon said, “Any service...
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