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The Power of Customer Journey Thinking (Infographic)

August 9, 2017

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys. A few year ago, we introduced the concept of Customer Journey Thinking (TM). It’s a simple tool for employees across an organization to continuously focus on customers’ journeys. As you can see in the Read More …

Read full article on: Customer Experience Matters® Author: Bruce Temkin, CCXP

Expectations: The Mother of All Frustrations

August 3, 2017

Image courtesy of PixabayExpectation = frustration?I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration.Honestly, this is true in life, in all relationships. Think about it fo…

Read full article on: CX Journey™ Author: Annette Franz

Five Ways That Organizations Crush Customer Empathy (Video)

August 2, 2017

Human beings are naturally empathetic, yet that tendency can get crushed when they go to work. Watch and read below… Did you know that human beings are genetically wired for empathy? Our brains have something called mirror neurons that allow us to virtually feel what someone else is feeling. If you see your friend bump her head, then you are likely to react almost as if it had happened to you. If people are naturally empathetic, then why aren’t most organizations, which are just collections of people, super empathetic towards their customers? It turns out that organizations inhibit natural empathy Read More …

Read full article on: Customer Experience Matters® Author: Bruce Temkin, CCXP

5 Tips to Improve Your Sales Productivity With an Automatic Phone Dialer

August 2, 2017

Efficient sales teams rely on automatic phone dialer technology that helps improve lead quality and caller efficiency. To make the most out of automated phone dialing software, review these five tested tips.

Read full article on: ContactCenterWorld.com - article Author: ContactCenterWorld.com - article

Happiness Affects How Consumers View Companies

July 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The answer is yes! I analyzed the happiness of consumers (based on the degree to which they agree with the statement “I am typically happy“) and the Temkin Emotion Ratings ( a subset of the Temkin Experience Ratings) that they gave to companies with which they’ve recently Read More …

Read full article on: Customer Experience Matters® Author: Bruce Temkin, CCXP

Avoiding Bot Biases in Customer Experience

July 21, 2017

Robot automation is here to stay but how do we as a society ensure that a disposition towards fair and equal treatment is standard issue in the AI ecosystems? Avoiding bias is essential.

Read full article on: ContactCenterWorld.com - article Author: ContactCenterWorld.com - article