What’s the CX buzz this week? (16th Dec, 2013)

Our team collected some amazing articles covering CX, Big Data and other hot industry topics. Feel free to click through our picks! There’s a lot of great material for any professional in CRM to pick up on.

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

Six Best Practices for Empowering the Customer Experience [oracle.com]

We begin this week’s CX buzz with an article from Michael Abramow, Director of Industry Strategy and Insight at Oracle. He asserts that companies needing to cut costs often destroy their customer experience when they shortsightedly reduce expenses in the customer service area.  Short term cost-cutting in the CX area may appear to be a place to save money, but the long term effect will almost surely be a deterioration of the CX experience. This, of course, will be even more costly in the long run and will require substantial time to recover from.

The author goes on to talk about six best practices to improve customer experience in a multi-channel environment. His bottom line: Meeting the changing needs of the customer requires accuracy, consistency and continuity.

Forrester: Four Things About Customer Experience Management #gilbane [cmswire.com]

For Stephen Powers, Vice President and Research Director of Forrester Research, the customer experience is not just about technology. A successful CX journey is not defined by the technology a company puts in place. Technology can support (not necessarily replace) proper management and maintenance of the customer experience.

Powers talks about the Big Data that exists in a distributed environment. For example, a call center gathers a variety of data, like agent notes, call recordings, etc., and assembling them into one system should be the first step. He further suggests that the trick is then to find ways to make sense out of all this humungous amount of data. Finally, the author ends with the advice that CX is not about perfection but about a constant and gradual progression toward the unreachable goal of perfection.

Two More Customer Experience Facts and Suggestions You Can’t Ignore [Infographic] [business2community.com]

Did you know that 70% of Americans say they are willing to pay more to companies that they believe provide excellent customer service? Well it’s true. In fact, 55% of customers said they would cease buying from a company that provides poor service. This is valuable information, particularly because studies show it costs six times more to attract a new customer than it does to keep an old one.

Take a look at this article and the important statistics it includes. Bottom-line: Use different types of customer loyalty approaches in your CX program.

Business Model First, Customer Experience Second [cmswire.com]

According to Forrester’s Stephen Powers, we are exiting the "Information Age" and entering a new age of "Customer Experience," where the customer tells us what we should do. Yes, the customer has always been there. What has changed is the emergence of so many more communication alternatives for the brand and the consumer to interact. We believe, it’s about of the commoditization of products and services; where the key differentiator today is your customer experience.

The article discusses how running your business effectively requires giving a higher priority to the customer experience- all in great detail. The author subtly suggests that companies look for ways to reduce the effort required of the customer to engage with the company. He suggests having a simple systematic approach as a first step, and then implementing in the next phase the technology to make the approach work effectively.  

Contact Centers Were Up to Task This Cyber Weekend [multichannelmerchant.com]

We have shared some interesting posts in the past few weeks about how retailers and call centers were required to gear themselves up for Cyber Weekend this holiday season. Well, the results are now in. Only ten companies reached the highest service level of connecting shoppers to a live agent in less than 30 seconds on Black Friday. The overall average in the full sample was a dismal 2 minutes, 16 seconds.

Enjoy this video interview in which Jordy Leiser, CEO of Stella Service, talks about the results of his company’s survey findings from Thanksgiving weekend.

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