Archives for Customer Experience

Avtex Training Series: Interaction Desktop Client

Interaction Desktop Client® empowers contact center agents to elevate productivity and performance, as well as provide a higher level of customer service. This instructor led online training teaches Contact Center Agents how to efficiently utilize the Interaction Desktop client to manage direct and Automatic Contact Distribution (ACD) interactions, view basic queue statistics, utilize the robust presence management and directory features and much more. Online Training Details Friday, March 31, 2017 9:00am – 12:00pm CST Cost: $270 (use promo code “PROMO331” for a $45 discount)   No refunds will be made for cancellations within 7 days of the scheduled course date, and can only
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Avtex Webinar Series: The Future Is Here: Real-Time, Omni-Channel Customer Engagement with Thunderhead’s ONE Engagement Hub

Join Avtex Product Evangelist Scott Jansen on April 5, 2017 from 11:00 to 11:30 a.m. CST as he explores the potential offered by Thunderhead’s ONE Engagement Hub. Webinar Overview: Omni-channel customer engagement is dependent on a brand having a complete understanding of their customer’s wants and needs. To do this, brands need to listen to their customers across ALL touch points, departments and solutions within the customer ecosystem. Connecting all this together can seem like a daunting task. Until now… The ONE Engagement Hub from Thunderhead is the complete customer engagement and customer journey solution. It can be easily integrated
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Avtex Webinar Series: Consumer Behavior in the New Expectation Economy

Join Avtex CX guru Chris Munshaw on March 23, 2017 from 11:00 to 11:30 a.m. CST for a look at the factors impacting the decision making process in the modern consumer. Webinar Overview: In the current environment, a company’s competitive advantage will come from a historically underdeveloped asset: the ability to capture and apply insights from your customers. Customers do not live their lives in the silo-like ways by which universities and businesses organize themselves. Yet case study after case study demonstrates that how customers feel is the currency which consumers exchange to inform their decisions, but many firms fail
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CX Musings

Last week I had the honor and pleasure of guest teaching at USC’s consumer psychology graduate program, and I’m pretty sure the students had as much fun as I did teaching as they did learning and being entertained. And I’m happy to report that the students were not only sharp, but they were also fascinated by customer experience. Not so much the idea of CX, but how it’s taken a business discipline such as CX to help companies purposely design experiences. In other words, they were a little surprised that CX isn’t a standard practice, and I couldn’t agree more!
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What does "Omnichannel" mean?

I often get asked what is your definition of omnichannel? Well, here is how I usually respond; Omnichannel (also spelled omni-channel) is a cross-channel approach to sales and service that seeks to provide the customer with a seamless interaction experience whether the customer is online from a desktop, on a mobile device, by telephone or in a bricks and mortar store. Omni-channel takes all the channels our customers desire to interact (voice, web, video, sms, social…) and provides those, in an integrated technology & process platform. Sometimes people get multi-channel and omni-channel confused. Multi-channel just means you have various channels
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What is the ROI of Customer Experience?

Recently I delivered my webinar compiling the latest research on the ROI of Customer Experience. I covered why CX is important, why the time is ripe to invest in CX now, and the take-away strategies that other CX leaders are putting in place to stay ahead of competitors. An area that I highlighted, but I wish I had more time to dive into is how Facebook and Alphabet are positioning themselves to stop sacrificing short-term profits over long-term gains. Amazon and Netflix are similar examples, but what Facebook and Google did differently was issue a dual-class stock structure that still includes
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Nautilus Case Study

We recently worked with Nautilus to help them improve their customer experience and increase the effectiveness of their customer care organization. Since 1970, Nautilus has been a revolutionary force in the fitness world. Offering a quality product to it’s customers is only one of the organization’s goals – they are also committed to providing exemplary customer service and support. This is a challenge for many companies, and Nautilus faced the additional challenge of riding out the ripples of the 2008 recession and the impact it had on revenues and profitability. By employing the Customer Experience Optimization approach, the team at
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It's a New Year… are you easy to do business with?

It’s a brand new year, and for many organizations that means taking a brand new look at their organization and asking themselves, “Are we easy to do business with??” It’s a great time to take a look at several areas to review as you try to determine if your organization is easy to do business with. Here are three important areas: Your Technology As the interaction habits and preferences of consumers change, so too must your technology. Without upgrading technology on a regular basis, your organization may lack the ability to offer consumers the communication channels they desire. Your organization may also struggle
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