Ten Signs that it’s Time to Upgrade Your Contact 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…
Tags: contact center, Customer Experience (CX), Customer Service
In Process Redesign/Optimization Efforts, VCVE : I Metrics are the Key to Success
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…
Tags: business process optimization, business process redesign, Business Process Transformation, Customer Experience (CX), loan processing, robotic process automation, rpa
Preparing to Become an Intelligent Enterprise: a Five-Tiered Approach
The fundamental distinction of the Intelligent Enterprise from its analog and digital predecessors is in the extensive use of data. While data is used today by businesses of all types, the sheer amount of data captured – both structured (e.g. databases) and unstructured (e.g. social media content) – is what is driving the Intelligent Enterprise….
Five Essential Components of an Effective Customer Experience Design
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…
Tags: automated speech recognition, crm, customer experience design, CX design, knowledge base, omni-channel customer experience, robotic process automation, virtual assistants
New White Paper: How to Avoid Extinction in the Age of Digital Disruptive Technology
Our latest white paper focuses on the urgent need for many companies to find their way from their current status struggling with legacy technologies to generating competitive advantages with emerging technologies like artificial intelligence and machine learning. Here are some clear warning signs that your organization is lagging behind and needs to move into a…
Tags: artificial intelligence, digital transformation, Machine Learning
The Time to Invest in Cybersecurity is Not After a Breach
A major credit-reporting company recently disclosed that hackers possibly gained access to the personal information of 143 million US consumers, or roughly half the US population. In a statement made on the day of the public disclosure of the breach, the company’s chairman and CEO vowed to increase cybersecurity spending. Of course, this is the…
Tags: Cybersecurity, risk management
Why Bad Customer Experiences Escalate So Quickly
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…
Tags: Customer Expectations, Customer Experience (CX), Customer Service, Social Media
Five Pillars of Cybersecurity to Protect Against WannaCry Ransomware
Organizations and IT departments are still fighting off the WannaCry ransomware attack, which has crippled corporations, government agencies and healthcare systems across the globe. Every threat is different, but this is yet another example of why every organization, no matter how big or small, needs to take these threats more seriously. At Cimphoni, we have…
Tags: Big Data, cyber attacks, cybercrimes, Cybersecurity, Digital Assets, ransomware, risk management, WannaCry
Is Your Company Accidentally Tone-deaf to Your Customers?
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…
Tags: Customer Empowerment, Customer Experience (CX), Customer Interaction, CX Improvement, Voice-of-the-Customer (VOC)
Building a Cyber Fortress to Protect Your Digital Assets
An adage in cybersecurity is, “there are two types of companies – those that have been hacked and those that don’t yet know they have been hacked.” Which one is your organization? The importance of an effective cybersecurity program should not be underestimated. In our latest Cimphoni white paper, Building a Cyber Fortress to Protect Your…
Tags: Cybersecurity, Digital Assets, IT Security