Posted by Ruben Moffett

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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 Essential Components of an Effective Customer Experience Design

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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Defining What’s Really Happening with your Customer Experience

Are you getting negative reviews or ratings online or in surveys about some aspect of the customer experience? You’re not alone. In today’s technology-driven marketplace, customers are benchmarking your company’s performance against innovators like Amazon and Apple, and most companies are falling short of that standard on at least a few customer touchpoints. That’s why Cimphoni…

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5 Key Steps to Align Customer Experience with Customer Expectations

Cimphoni Original White Paper: 5 Key Steps to Align Customer Experience with Evolving Customer Expectations

Today, we launch our latest original white paper, 5 Key Steps to Align Customer Experience with Evolving Customer Expectations. In this white paper, we define the multi-channel buyer’s journey in 2016, which is more complex than ever before, and provide the Cimphoni methodology to analyze and diagnose what’s working and what’s not in your customer experience. If your company…

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