Customer Experience News

Understanding the customer experience is important to business success. But how do you do that, and how does the analysis of customer experience differ from other business benchmarks? What are other companies and leaders doing? Answers to all these questions are on the internet, and Wiser can deliver them to you in a daily customer experience news digest direct to your email inbox. Each email contains details and links to the web's best articles on the topic of customer experience. It is a concept that looks at the relationship that a customer has with a company as a whole. From a customer point of view the concept is nothing new - customers have always had relationships with brands. But until recently it has been hard for businesses to control and measure all the touch-points that impact on that relationship. An example of how businesses can now do that better is social media, which allows brands to communicate with customers one-on-one. Measuring, analyzing and improving customer experience is a key goal of today's marketing professional. If this includes you, or if you have another interest in customer experience news, sign up for the tailored, daily and free Wiser email.

Recent Customer Experience News Coverage
 
Your Weekly Recommendations Thursday, November 23, 2017
 
Recommended for you
The Customer Support Equation: Finding the Balance Between Humans and Bots
CustomerThink • Anand Janefalkar
6 Things to Do When You’re Put on Hold
Fonolo • Nicolina
How AI Play a Crucial Role in Customer Success
smartdatacollective.com • Sawaram Suthar
Digital Acceleration – Foot down, brake off?
CustomerThink • Gerry Brown
Telcos getting ready to roll out telcobots
Gulf News
6 Key Statements to Propel Your Customer Experience Program
CustomerThink • Bill Price
Customer Service vs. Customer Experience: Do You Really Understand the Difference?
CustomerThink • Migs Bassig
Teleperformance in Brazil Recognized by GPTW as a “Best Companies to Work For”
BusinessWire
Customer support teams find job more challenging than ever
Retail Customer Experience
Understanding Customer Experience in SaaS
OpenView Blog • Myk Pono
 
Recommended for You
Customer Experience
The Customer Support Equation: Finding the Balance Between Humans and Bots
CustomerThinkAnand Janefalkar
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle...
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Customer Experience
6 Things to Do When You’re Put on Hold
FonoloNicolina
If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor...
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Artificial Intelligence, Big Data
How AI Play a Crucial Role in Customer Success
smartdatacollective.comSawaram Suthar
Customer success plays a crucial role in any organization. The ultimate success of a business relies on it. It has become increasingly difficult to compete for customers because businesses have become deliberately aggressive. Fortunately, the emergence of Artificial Intelligence (AI) appears to...
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Customer Experience
Digital Acceleration – Foot down, brake off?
CustomerThinkGerry Brown
November 22nd will be the fifty fourth anniversary of JFK’s assassination and, for those of us that were alive then; we always seem to remember where we were when we heard the news. Likewise with the first man on the moon, and...
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Customer Experience
Telcos getting ready to roll out telcobots
Gulf News
Dubai New wave of telecom virtual assistants or “telcobots” are emerging as telcos increasingly start to adopt artificial intelligence to improve their customer services. While telcos are currently prioritising these virtual assistants primarily to improve customer engagements and consequently reduce churn rates,...
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Customer Experience
6 Key Statements to Propel Your Customer Experience Program
CustomerThinkBill Price
Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape processes, energies, and investments behind their definitions, we will see significant opportunities to increase customer experience. #1: “If...
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Customer Experience
Customer Service vs. Customer Experience: Do You Really Understand the Difference?
CustomerThinkMigs Bassig
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority. And they’re...
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Customer Experience
Teleperformance in Brazil Recognized by GPTW as a “Best Companies to Work For”
BusinessWire
PARIS--(BUSINESS WIRE)--Regulatory News: “This achievement demonstrates our team's commitment to the success of our business and our people strategy, said Fabricio Coutinho, Chief Executive Officer, Teleperformance Brazil. “It is a privilege to be included for the sixth consecutive year in the select...
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Customer Experience
Customer support teams find job more challenging than ever
Retail Customer Experience
More than half, 56 percent, of customer contact center employees are dealing with complex customer issues and 60 percent say the company they work for has left them ill equipped to handle problems. The data, from a Calabrio study, reveals brands are...
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Customer Experience, Enterprise Software
Understanding Customer Experience in SaaS
OpenView BlogMyk Pono
Editor’s Note: This article first appeared on Medium here. Defining Customer Touchpoints, Interactions and Engagement It seems every company these days is embracing a customer-centric strategy and talking about optimizing the customer experience. But it’s impossible to do either of those without...
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