By Steve Offsey Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. The agent transfers her to another representative who answers her question. Now, she’s able to use her mobile app to complete her goal. How are you currently measuring this customer’s experience? Perhaps marketing [...]
By Stephanie Ventura According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Enterprises expect contact center leaders [...]
By Steve Offsey I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist's third annual report on the State of Customer Journey Management and CX Measurement. The experts joining me include: Diane Magers, who is the founder and CEO of Experience Catalysts and an Emeritus Chair and [...]
By Stephanie Ventura In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies [...]
By Steve Offsey Customer journey management is a proven approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix. Anything less can lead to dissatisfaction and a likelihood of churn. Although many organizations have already adopted customer [...]
