Five Key Steps to Align Customer Experience with Evolving Customer Expectations [White Paper]
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: Omni-channel Customer Experience, Robotic Process Automation
How to Avoid Extinction in the Age of Digital Disruptive Technology [White Paper]
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, Business Transformation, Machine Learning
How to Avoid Extinction in the Age of Digital Disruptive Technology
If you’re trying to catch up with the digital economy while maintaining old, legacy systems and watching your competitors embrace digital transformation, machine learning, artificial intelligence and other emerging technologies, you may be running out of time. If you are concerned that you’re so far behind that your company’s survival is at stake, much like…
Tags: Digital Transformation
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
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 Experience (CX)
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 Experience (CX)
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…
Tags: Customer Experience (CX)
5 Key Steps to Align Customer Experience with Customer Expectations [White Paper]
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…
Tags: Customer Experience (CX)
Successful ECM System Implementation is not Magic
Enterprise Content Management (ECM) systems, when combined with business intelligence tools, are foundational technologies to support enterprise agility. These platforms will provide employees with both historical insights into business best practices as well as contemporary insights into customers, employees, partners and other business stakeholders. The growing global ECM market is estimated to be worth close…
Tags: Business Transformation
Why & How Service Companies Should Get Started on their IoT Journey
Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don’t make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories: increased revenue, lower operational costs, differentiated…
Tags: Business Transformation