The Internet of Things (IoT) — the growing trend to have sensors in everything communicating data to computer systems that make decisions based on that data — is tipped to be a greater disruptive force than the Internet has been. No area of endeavour will be spared: customer service included.
Research commissioned by Opus Research and published in its report, Sequencing the Omnichannel Customer Conversation suggests that customers now regularly use four of five different channels in their engagement with suppliers. The relevant importance they attach to these and how they shift from one to the other creates a bewildering array of options that customer experience professionals have to cater for.
Australia has emerged as a clear leader in an annual survey of senior marketing executives across Asia.
Forrester Research says that a profound change is sweeping through the contact centre industry: where once experienced agents were fonts of knowledge, able to answer the majority of customer information requests 'off the cuff' they increasingly expect to access that information from repositories available through the system.
A new study claims to have uncovered a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The popularity of live chat as a customer interaction channel appears to be rising rapidly. In the US the number of online shoppers using live chat is said to have increased from 38 percent to 58 percent in the last five years.
A survey of almost 3000 consumers across three generations in nine countries, including Australia, has provided some valuable insights into what consumers regard as a really bad customer experience failure, what they do about it and what customer service providers need to do about it.
If companies set great score by what people say on social media they would probably abandon loyalty programmes altogether. According to a survey undertaken by global consulting firm Capgemini in December 2014, the percentage of customer sentiment about loyalty programs that is negative, as expressed on social media, is north of 90 percent for most industries. Telecoms fared worst with 96 percent of commentary being unfavourable. Hotel chains came out best, but the result was not great: 72 percent disapproval.
It's hard enough delivering a great customer experience, but what makes it much more difficult are the differing expectations of different generations: how they like to interact with companies and how they want to be served.
Creating a cohesive customer journey has emerged as the top priority for marketeers in 2015, in a survey of 5000 marketers across a dozen countries, undertaken by Salesforce.
Callcenteriq.com, which bills itself as "the most significant community, resource hub and advisory for call centre and customer experience professionals," has published a list of its most read articles of 2014. Second from the top came from Downunder. Here's what it was about, along with the others that got readers excited.
- Premier promotes Skype for Business
- Marketeers anticipating transformation
- Business intelligence must be distributed, says Gartner
- Should Net promoter score be promoted?
- Is the future of customer service self-service?
- Dirty data deeds
- The customer experience disconnect dilemma
- CMOs and CIOs told to sing from the same song sheet
- How to harness the power of data
- Another challenge for customer experience management
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