What’s the CX buzz this week? (16th Jun, 2014)

We put a great deal of care into assembling this week’s edition of CX Buzz. The mix of articles in this batch cover topics ranging from CRM data trends, to Big Data results, to the relation between the customer lifetime value and customer experience management. This collection offers many insights for CX professionals to pick up on, and even use in presentations or speeches – so don’t forget to share the knowledge!

Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.

4 CRM Data Trends to Address [destinationcrm.com]  

We begin this week’s CX buzz with emerging data trends. Today's businesses are more data dependent than ever before. The problem, however, is that collecting more data does not make a company smarter, understanding the data does. But, the latter is easier said than done. Some of the trends seen are:

  • Interactions over traditional channels are more demanding.

  • Organizations are expected to interact with customers on social media.

  • One of the greatest challenges facing organizations today is the level of connectivity that mobile devices create.

  • The ability to deliver, capture, and understand valuable data across multiple channels is creating a significant skills gap.


Look Who's Talking Now: Voice in Today's Contact Center [icmi.com]

Did you know that more than 86% of contact centers offer multichannel support and 74% of customers use three or more channels to access customer service? Even so, voice still remains the preferred choice. 68% of customers surveyed say voice allows for the most thorough answer. 48% believe that voice yields the fastest response time, and 34% say they get the most accurate answer to their question through the voice.

We are sure you will enjoy this article.

Customer Lifetime Value Prioritizes Customer Experience Management [customerthink.com]

Customer lifetime value (CLV) measures the cumulative profit contributed by each customer and prospect during the entire duration of their purchases with your company. CLV is a powerful, yet overlooked, building block for customer experience return on investment.

If your objective is to build value through customer experience management, prioritize customer experience management through CLV. Use CLV linked to customers' expectations as a guiding light for your company's success.

How to Get Big Results from Big Data Analytics [ericsson.com]

Companies feel that Big Data analytics is the one thing they need to boost customer experience. However, most of them have very little idea of how to use this data. The result is that operators are collecting an incredible amount of data but not getting very many of the insights they need to optimize the network and enhance the customer experience when it really counts.

This article tackles some of the above issues.

The Contact Centre Skills and Knowledge of the Future [douglasjacksonrecruitment.wordpress.com]

We end this week’s CX buzz with an article that sheds some light on what is to be expected in the future for call centers.

  • Contact centers will more likely handle complex problem solving queries.

  • Requirement of a potential new breed of ‘super agents’.

  • Web chat/Live chat is becoming an increasingly popular contact channel.

  • Use of “customer effort” as a metric for call centers.

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