#CXTuesday weekly digest # 19 - 4/10/2018

Posted by lantelligence on Apr 9, 2018

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Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

By Call Centre Helper

When creating a quality scorecard, it is important to start by asking two simple questions:

  • What matters to the customer?
  • What matters to the business?

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Your Best Opportunity For Growing Business: The Customer Experience

By Shep Hyken for Forbes

According to PwC, 73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality. Yet only 49% of U.S. consumers say companies provide a good customer experience today. PwC’s most recent Consumer Intelligence Series: Experience is Everything surveyed 4,000 Americans from Gen Z to Baby Boomers and 11,000 customers from 11 other countries in Asia-Pacific, Europe, and Latin America.

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Lost in the Labyrinth… Customers Want Out!

By Contact Center Pipeline

Business enterprises today have an institutionalized reflection of a labyrinth embedded within them called the Customer Service Maze. Too often, we design technology to create speed, but instead we enable frustration and aggravation. Labyrinthine… this is exactly how some companies treat their customers… with twists, turns, swerves, options, choices and, inevitably, confusion. Isn’t making customers jump through these assistance hoops and weaving through the maze of service options just another way of giving them bad service?

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The Future of Customer Experience Is AI: Are You Ready?

By CMS Wire

IDC predicts that by 2019, 40 percent of digital transformation initiatives will be supported by some sort of cognitive computing or AI effort. Servion predicts that AI will power 95 percent of all customer interactions by 2025, and it will do it so effectively that customers will not be able to “spot the bot.” On the flip side, Elon Musk, Bill Gates and the late Stephen Hawking have voiced concerns about the impacts of ungoverned AI on jobs and within society in general. 

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Tags: Customer Experience, CCTR Operations

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