The focus on improving customer experience has never been more critical. Knowing what your customers really think is important when exploring ways to improve the service you deliver to them.
Having access to this information in real time supports you to create a self-learning organisation proven to increase customer satisfaction by 30%.
In this Bright Guide, topics that will be explored are some up-to-date benchmarking data and research findings, alongside relevant case studies from high performing organisations.
Other key highlights include:
- Linking customer service to company profits
- Creating self-improving organisations
- Improving employee engagement
- Voice of customer best practice
Brochure: Avaya Oceana® Solution
Avaya Oceana®, a next generation, multi-touch customer experience management solution empowers businesses and users with a true end-to-end view of customer journeys.
White Paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).