What’s the CX buzz this week? (22nd Sep, 2014)

Robots, big data and speech analytics. The future of customer service is here. In this age of turbocharged technological tools, what are you doing to improve customer experience? Despite countless studies showing the importance of customer experience, believe it or not, there are still companies where agents rarely answer the phone! The gap between best practices and what is happening on the ground is only growing, as companies that deploy tools like big data and speech analytics are pulling ahead of the competition. There is much food for thought in this week's CX Buzz. Enjoy!

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

The Great List of the Biggest Customer Service Problems [youstice.com]

Customer service is one of the most important key selling propositions of every company. You've heard it said countless times before because it's true. Almost all of the managers and directors claim their customer service is exceptional. But in fact most customers think the opposite!

In this day and age when everyone knows the importance of customer service, it's surprising that some companies are still making certain common mistakes:

  • Hiring employees who are not patient, positive and empathic
  • Customer service that rarely answers the phone!
  • Keeping customers on hold for long stretches of time

Turn Customer Frustration into an Opportunity [linkedin.com]

We seem to be entering a world in which actual human beings’ voices and brainpower are no longer necessary to provide good customer service. But, the truth is that fully automated, bot-provided customer care is still a distant vision. Not that it won’t happen sooner or later, but for now good customer care remains a people-intensive task.

The problem is that many businesses continue to treat customer care as simply a cost of doing business rather than as an opportunity to connect with their customers. As customers, we all know the frustration of trying to reach a real human being when we call that toll-free number. The more difficult a company makes it to reach a live rep on the phone, the angrier we get.

Providing an empathetic human being on the other end of the phone line is an opportunity to stand out, shine and win over a frustrated customer.

Big data in marketing: how to gain the advantage [techradar.com]

According to an IDC, we create a staggering 2.5 quintillion bytes of data every day.  In fact, we create so much data that it's estimated 90 percent of all data in the world today has come about in the last two years alone.

It's no surprise more and more data is being generated. As internet-connected devices proliferate, big data infiltrates our daily lives, and consumers gain more comfort about sharing their details with brands. As these attitudes evolve further, the door is open for your business to be more creative and innovative in how you use data to give customers the personalized, exciting, and engaging experiences they seek. Big data is a key part of the equation to understanding exactly who your customers are and how you can engage with them.

Speech Analytics is Ready for Prime Time [dmgconsult.com]

This article highlights the difference between two cutting edge technologies: post-call speech analytics and real-time speech analytics.  Although the underlying technology for these two types of solutions can be the same, their uses are different. Post-call speech analytics is a strategic enterprise application that companies should use to rapidly identify operational, procedural, technical, and staff-related issues as well as to identify new revenue opportunities. Real-time speech analytics is a powerful application designed to alter the outcome of phone conversations while the caller is still on the line. This makes it a contact center tool that can also be leveraged to reduce risk and minimize bad customer experiences. And as a result, it also becomes an effective coaching tool for agents.

ROI of Customer Experience, 2014 [experiencematters.wordpress.com]

If you need even more evidence that customer experience matter, this Temkin Group (CX Experts) contains their research report that shows the connection between customer experience, loyalty, and revenue growth for 19 industries. It was found that for companies with excellent CX ratings, the percentage of customers who plan on repurchasing products is a whopping 18% higher. In addition, the Net Promoter Scores of companies with very good CX ratings average 22 points higher than the scores of companies with poor CX.

That’s nothing to sneeze at. It’s even more evidence (if you needed any) that every CMO needs to pay attention to customer experience.

We hope you enjoyed our picks and bookmarked a few of these articles for future reference. Please don’t forget to share the buzz with other CX professionals.

Are there any other topics of CX that interest you? Tweet us, or comment below to let us know!

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