The 20th annual Customer Contact Week conference is upon us. Next week, thousands of customer experience leaders will descend on The Mirage in Las Vegas where they will encounter dozens upon dozens of vendors promising companies the ability to leverage voice data (recorded phone calls, chats, etc.) to surface critical business insights. It’s a compelling […] Read More
In my last post I wrote about some of the fascinating work going on at our company, Tethr, to define and expand on the concepts from our original research in The Effortless Experience. When we did the research that went into the book, we relied on surveys (collecting data from a few hundred thousand customers […]
In the first few posts of our Listening Enterprise series, in which we are outlining the difference between “listening” and “telling” organizations, we detailed a few key ways in which listening organizations are uniquely suited to spot where even long-held assumptions may be wrong. The first clear marker of what we’ve come to call a […]
Several years ago, back when I was running the Customer Experience Practice at CEB (now Gartner), we set up a fascinating research partnership with a little-known AI venture out of Austin called Tethr. The idea was to take many of the concepts we had discovered over the course of the research that went into our […]
Think about the last time you decided to stick with a company, repurchase a product or even increase your planned spend. Can you isolate one single reason – one individual factor above any other – that drove your decision? Customer decisions are almost always made for a multitude of reasons, inclusive of the entire CX […]
Large enterprises – defined as an organization employing more than 1,000 call center agents – are increasingly moving to cloud-based contact center platforms and away from complex on-premise hardware and software. Enterprises are making this move to take advantage of benefits like dynamic scalability during peak periods, instant access to the latest features, and seamless […]
Reducing customer effort has become a major focus for customer experience professionals in recent years after “The Effortless Experience” (co-authored by our own Chief Product & Research Officer, Matt Dixon) was published in 2013. The ideas and research…
Companies have historically recorded their customer conversations for quality assurance, training and compliance purposes but, until recently, have had no way of mining this data for insights…
A few weeks ago, my colleague Matt Dixon explained the difference between a “listening” and a “telling” organization. A “telling” organization is one that holds fast to long-held assumptions about what’s best for customers; whereas a “listening” organization is continually looking for insights, open to the idea that their assumptions—irrespective of size and no matter […]
Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording. Insurance companies, especially, have been […]