Customer Experience Exchange

Attentive™ ACE enables organizations to fully monitor customer experience, and manage all relevant customer feedback on a proactive and ongoing manner. Customer feedback allows organizations to continuously improve their performance by integrating their customers' perceptions into business processes, through constant stream of event driven feedback.

Contact centres are facing a dilemma as they battle to reduce operating costs whilst, simultaneously, increasing service levels to cater for an increasingly demanding customer population [1]. The biggest challenge for operations managers is to recruit and retain appropriately qualified but cost effective contact centre advisors. The rise of automation is exacerbating this problem as simple calls are automated out and more complex calls requiring advisor expertise and knowledge are being passed through to the contact centre [2]. The push to cut costs has resulted in centres either recruiting inexpensive and inexperienced service staff (who have a high propensity to churn) or offshoring to get cheaper access to more highly educated populations. However, offshoring has not been entirely effective in solving the cost/skills gap. A backlash in customer satisfaction and spiralling costs in popular offshoring hotspots such as India are starting to make offshoring a less attractive strategy. This all adds up to a potential recipe for disaster as contact centres fail to deliver either their efficiency targets or their customer promises.

Constantly Measuring and Improving Customer Experience: In 2005 Leumi Card decided to boost its competitive edge by creating a Service Quality department. Its prime mission has been to ensure and promote customer service quality, and ensuring a positive customer experience, which the company sees as one of the most important elements of quality customer service.

Find out more about our speakers: from Kip Knight, Vice President of Marketing, eBay to Marc Anné, VP Customer Insights & Advocacy, Orange Business Services

Orange decided that listening to what customers have to say had to be the basis for establishing a department fully dedicated to customer demands and attitudes.The success of a company in the cellular market, which is both highly competitive and rapidly changing, relies on the ability to maintain customers highly satisfied, thus loyal. AttentiveTM has enabled the company to collect real time, on the spot, customer evaluations of company's products and services, facilitating and expediting its abilities to instantly adopt any changes and modifications inciated by results of feedback monitoring.

The point at which a customer complains is often the greatest test of the relationship between the customer and their service or product provider. So it is surprising that even today many companies fail to recognize the value complaints can deliver to their organization. This paper explores how companies should begin to look anew at the role and value of complaints and feedback to their organization and to consider complaints no longer as a costly inconvenience but as a key opportunity to develop more profitable and sustainable relationships with their customers.

What is the ultimate secret weapon for keeping your most profitable customers and driving revenue, even in the most commoditized and competitive markets? In one word: relevance.

To meet today’s growth objectives and remain competitive, leading marketers and customer experience managers are investing in smart systems and building the capabilities necessary to interact with their customers in a relevant and truly individualized manner. Learn more about the challenges marketers face today and how innovative, next-generation campaign approaches are beginning to separate the best from the rest.

Even the world’s most sophisticated analytical models suffer from a serious distortion that credits each campaign when it shouldn’t and completely ignores the campaign’s negative impacts (such as triggering attrition). The distortion – we call it modelling myopia – is caused by a fundamental flaw in traditional modelling approaches and analytical technologies. The problem may seem small but its repercussions are enormous; solving it typically more than doubles the profitability of campaigns.

Uplift Optimizer™ from Portrait Software™ is a new add-on to your existing analytics environment that automatically corrects for modelling myopia, resulting in models that predict campaign uplift much more accurately.