This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
Providing a superior experience for citizens and constituents is
not easy, and gone are the days when problematic customer
interactions can be smoothed over by empathetic service representatives.
In an omni-channel world, the number of citizen
touchpoints is not only increasing, but is increasingly automated,
and governments will not get many chances to take the
steps that are required to make things right. Unlike at any other
time in history, the quality of your operations will shine through,
in virtually every interaction with the citizen.
A Smarter Process approach helps you to
reinvent business operations in the era of the citizen.
We live in an era in which customers expect perfection from their service providers. With competitors only a click (or tap) away, companies have a strong incentive to deliver flawless operations. Online retailers have “set a high bar” in the way they engage customers throughout the entire sales process—not just during the commercial transaction, but before, during and after the transaction. Your operations must be seamless, because individuals enjoy an interconnected and ubiquitous experience. And your operations must be insightful, because every personal and professional interaction is targeted and relevant. A Smarter Process approach helps you to reinvent business operations in the era of the customer.
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video
To improve your customer engagement, you need to test and learn from every possible interaction. Forrester provides helpful steps and insights in their report, Optimize Customer Experiences with Online Testing and Continuous Optimization.
Read the report to learn:
• How to establish an online testing strategy based on continuous optimization
• How to elevate your testing by achieving four crucial optimization objectives
• Recommendations from Forrester on practical next steps in your optimization journey
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
Read The Sum of Its Parts to learn:
• How the customer experience can be your competitive edge
• The importance of providing consistent experiences across all channels
• Four strategies for future-proofing your customer experience
As digital transformation accelerates, the opportunity to engage customers digitally has never been greater — but so has the threat of not delivering great customer experiences. In order for customer insights professionals to compete, the use of customer understanding to optimize experiences at scale must be at the heart of all digital transformation initiatives. Digital intelligence provides a vision and approach that captures a holistic view of the customer in order to optimize digital interactions, engagements, and experiences. During his talk James McCormick will describe the vision and need for digital intelligence; the approach needed to make it a strategic initiative, and ultimately, how it will provide a competitive advantage.
Published By: Genesys
Published Date: Jul 13, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions.
When you evaluate AI technologies, consider these facts:
• Bots working with human agents enables a seamless customer journey
• Automated self-service costs as little as 20 cents per interaction
• A single platform makes it easier to deliver personalized, proactive and predictive experiences
See how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services.
Published By: Genesys
Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.
Learn how you can move beyond single interactions with true omnichannel routing:
• Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency
• Enable seamless transitions between digital self-service and live employee contact
• Replace single, random interactions with thoughtfully designed and optimized customer journeys
Published By: Evariant
Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly.
Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
Banks have been using ECM for years, capturing, archiving and discovering documents. Some banks have adopted capture capabilities to digitize content for faster and easier access to content. Today’s leading banks are using content management systems that leverage cloud, mobile and analytics to deliver superior customer interactions. Watch this short video to learn how today’s leading banks are applying new ECM capabilities that help provide consistent customer experiences across all channels.
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Published By: HP Inc.
Published Date: Aug 30, 2018
At HP, we know that in retail and hospitality environments, customers expect a fast and simple way to find information or to complete a transaction. The physical point-of-sale experience must rise to meet the demands of retailers through high aesthetic value and peak performance.
From an elegant hotel to a small boutique, a quick-service restaurant to an outdoor garden center—all of these locations require a point-of-sale device that meets specific needs while appealing to any user.
My team at HP sought to elevate this experience by redefining the customer experience through a versatile, reliable, and beautiful point-of-sale system. For the new HP ElitePOS, we gained insights from everywhere—designers, technologists, retailers, and consumers—to create a product that is beautifully simple. It started as a sketch on a napkin, and is now part of an iconic portfolio that dissolves barriers during point-of-sale customer interactions.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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