Tag: CX Initiative
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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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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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.…
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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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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…
Read MoreAre 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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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…
Read MoreEnterprise 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…
Read MoreMany 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…
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The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their friends,…
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