Posted by Ruben Moffett

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Why Now is the Time for Business Optimization

Business Optimization

As if our world wasn’t changing rapidly enough prior to 2020, Covid-19 has now wreaked havoc on economies, workplaces and consumer expectations. Leading into this year, companies were busy trying to leverage innovative technologies such as cloud computing, artificial intelligence, advanced analytics, IoT, 5G data networks, augmented reality (virtual, extended, mixed) and blockchain, to name…

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Next Generation Customer Experience [White Paper]

Cimphoni White Paper: Next Generation Customer Experience

Technology innovation is rapidly unlocking possibilities affecting all aspects of our lives. While Customer Experience is hardly as important as the innovations driving healthcare or as glamorous as the capabilities of autonomous vehicles and space travel, effective and progressive Customer Experiences are a critical driver of corporate success. In fact, studies indicate that poor customer…

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The Four Dimensions of the Customer Experience [White Paper]

Cimphoni Original White Paper: The Four Dimensions of the Customer Experience

To succeed in today’s digital environment, companies must embrace the Customer Experience (CX) as an omni-channel composition of many interactions. In addition to a deep understanding of all the possible ways customers may engage with your organization, a similar level of understanding of customers, products and usage patterns, in conjunction with those engagement channels, provides…

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Modern Identity Management Promised to Improve BOTH Security and Customer Experiences [White Paper]

We are at an inflection point – the digital economy has added complexity and cost to the process of delivering exceptional customer experiences (CX), while at the same time, technology innovations have raised customer expectations regarding how that experience should unfold. The challenge of providing high quality CX is complicated by policies, processes and regulatory…

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Customer Centric Business Transformation [White Paper]

Businesses and entire industries have been turned upside down seemingly overnight by new market entrants that correctly identified and capitalized on ways to provide better customer experiences. It is not just newcomers who beat the competition and acquired larger market shares through a customer experience (CX) focus: Apple is an example of a pre-existing giant…

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Ten Signs that it’s Time to Upgrade Your Contact Center

time to improve call center

Most companies recognize the importance of continually investing in customer service and customer experiences. However, technologies and business problems are rapidly evolving making it difficult to consistently stay ahead of the competition.  Here are ten quick areas to evaluate that may indicate you have an important problem to address: Confusing or Hidden Telephone Numbers – Do…

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In Process Redesign/Optimization Efforts, VCVE : I Metrics are the Key to Success

Business process redesign

Process redesign efforts can be daunting. Organizations have many lines of business and functional departments, myriad business applications and complex workflows that have evolved over the years, all of which are frequently only partially documented. However, by examining a few key metrics, organizations can streamline re-engineering analysis and quickly identify areas with the potential to…

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Five Key Steps to Align Customer Experience with Evolving Customer Expectations [White Paper]

customer experience team

Today’s most competitive companies have committed to providing effective Customer Experiences (CX). Those that are considered CX leaders in their respective market segments, typically outperform the S&P by 35 percentage points. Conversely, poor customer service costs US companies over $60 billion annually. According to Forrester, 72 percent of businesses indicate that CX improvement is now…

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Why Bad Customer Experiences Escalate So Quickly

Mostly, customers are content to be compliant. But, when it goes bad, it can be disastrous for your brand.

The Frequency Illusion Perhaps you’ve never heard of the Baader-Meinhof phenomenon, but odds are you have experienced it.  Also known as the “frequency illusion,” it happens when we repeatedly notice something after first learning about it.  Maybe it’s a new word, and suddenly, you notice it in conversations, hear it on the morning news, and…

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Is Your Company Accidentally Tone-deaf to Your Customers?

How much will a failed customer experience cost you?

A recent incident in which a customer was dragged off an aircraft operated by one of the largest airlines in the world reminds us of why we must be so diligent about truly understanding the customer experience we create. It is also a stark reminder that any negative experience with your brand can instantly go…

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