Contact Center Solutions Featured Article

What it Takes to Deliver a Superior Customer Experience

August 04, 2014

Hardly a day goes by without a posting on how delivering a superior customer experience (CX)has become a top, if not the top, priority of enterprises around the world. Organizations of all sizes are implored to make investments in information technology, including leveraging omni-channel capabilities, big data and sophisticated analytics, to enhance customer experiences as the best path forward for assuring the delivering of differentiated and sustainable value. Such investments are also seen as key to retaining existing customers, getting permission to up-sell, and hopefully turning loyal customers into brand advocates.

While all of this sounds great at a high level, as the saying goes, “the devil is in the details.”  In fact, implementation of not just technology, but training and creating a culture that is “customer-centric” is non-trivial and takes a lot of planning and attention to those details. Realities are that enterprises need to ask and get answers to the question, “What does it take to deliver a superior customer experience?”

The good news for readers is that you have an opportunity to hear from the experts, including two leading-edge companies that have transformed their operations to deliver compelling customer experiences that have made demonstrable differences to their bottom lines. You are invited to participate in the webinar, What Does it Take to Deliver a Superior Customer Experience? The Two Top-Rated Online Retailers, B&H Photo and Crutchfield Electronics, Share Their Secrets, to be held August 26th at 11:30 AM EDT.     

So what are the primary factors that will help turn your customer service operations into a differentiated and sustainable competitive advantage?

Interactive Intelligence VP, solutions marketing, Tim Passios (News - Alert) will be joined by guest Forrester Research Inc. VP, principal analyst serving customer experience professionals, Megan Burns in this webinar as they discuss practical CX tools and service methods. Burns will highlight examples from her research of tools such as ethnographic research and CX ROI models. Passios will share insights gained from customers on the use of tools like social media and real-time speech analytics.

Passios and Burns will be joined by representatives from the two top-rated online retailers, Moshe Leeds Sales Operations Manager from B&H Photo and Jordan Greenstone Senior Manager Sales Strategy from Crutchfield Electronics, who will share their secrets of how they helped their companies rise to become CX market leaders.

As noted at the top, enhancing the customer experience is becoming literally an all-consuming obsession in a world where customers are fickle and choices abound. Investing in state-of-the-art technology from contact center solutions to big data solutions and analytics has become table stakes for getting and staying ahead. Plus, the importance of this organizationally can be seen in the inclusion of C-levels from across enterprise lines-of-business (LOBs) in technology purchasing and implementation decisions, the appointment of people with titles like “Chief Customer Experience Officer”, and organizational change initiatives. Indeed, if your organization is not on the move to become more customer-centric across the board and with some urgency, the consequences of inaction could be substantial. 

Knowledge really is power, and the forthcoming webinar, is your opportunity to learn about best practices as well as to ask the experts. 




Edited by Maurice Nagle

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