Articles

  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
    All Members
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  • 25 Years of Training Young Innovators

    Your Next Hires? FIRST Inspires Young People to Invent and Innovate in Team Co-Opetition

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    FIRST is a nonprofit that offers a proven approach to team-based innovation. Its innovation framework has been refined over 25 years, with kids from 6 to 18, from 80 countries. Why not try it in your organization?
    Apr. 10, 2014
    All Members
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  • Leading an “Issues and Vision” Discussion with CAB Participants

    Tips for Gaining a Lot of Customer Context in a Short Time

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    Want to kick off a Customer Advisory Board session the right way? Start by leading an Issues and Vision Discussion to surface customer issues and to create a bonding experience that will result in a thoughtful and successful CAB meeting.
    Apr. 2, 2014
    All Members
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  • IBM’s MobileFirst “Customer Cloud” Strategy

    Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?

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    How do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.”
    Mar. 28, 2014
    Strategies
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  • The History of Customer Scenario Design

    Co-Designed and Evolved with Customers

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    Hear the story of how we co-designed our Customer Scenario Mapping methodology with our lead customers.
    Mar. 20, 2014
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  • Patterns from Customer Service Suppliers’ VOC

    Survey Results from KANA and Nuance about Customers’ Service Experiences

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    How do customers want to answer questions and solve problems with products and companies? In 2013, 63% of customers successfully resolved their issues using self-service. But 71% of those who weren’t successful spent over 30 minutes trying.
    Mar. 14, 2014
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  • Where Are Your Clouds? Location Matters!

    Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction

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    Companies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific.
    Mar. 7, 2014
    All Members
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  • Customer Service Supplier and Product Update 4Q2013

    4Q2013 Was a Good Quarter for Customer Service

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    4Q2013 was a good quarter for customer service for suppliers Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Verint acquired KANA in the 4th quarter of 2013.
    Mar. 7, 2014
    Technologies
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  • Assessing Customer Experience from the Outside In

    What Are Your Customer Experience Vital Signs?

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    To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.
    Feb. 26, 2014
    All Members
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
    All Members
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  • Priorities for Microsoft’s New CEO

    Focus on Cross-Platform Mobile Application Development & Customer Clouds

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    Open Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon.
    Feb. 14, 2014
    All Members
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  • Interviewing End-Customers

    Tips and Sample Questionnaires

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    Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.
    Feb. 6, 2014
    All Members
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  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

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    Nina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to knowledgebase answers.
    Jan. 29, 2014
    Technologies
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  • Identifying the RIGHT Customers for CABs

    You Want Customers with Insights and Passion for the “Jobs” They Do (Not for Your Brand)

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    Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
    Jan. 29, 2014
    Strategies
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  • How to Use VOC to Create Fitness Fans for Life

    Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

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    Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
    Jan. 23, 2014
    Strategies
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  • Why Chaos Is Important for Innovation

    How an Organization, Group, or Individual Can Foster Innovation

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    This book, The Chaos Imperative by Ori Brafman and Judah Pollack, is a must read for anyone who wants to maximize his/her brain power. It will help you, and your team, create the conditions for innovation to occur.
    Jan. 17, 2014
    All Members
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
    Strategies
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
    Strategies
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  • Cloud Computing in 2015

    End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations

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    Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready?
    Dec. 13, 2013
    All Members
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  • Next IT Alme

    Virtual Agents that Can Answer Complex Questions in Any Language

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    Alme (All me) is the virtual agent product from Next IT. Use Alme to deploy virtual agents on web and mobile channels. Its virtual agents can deliver answers in any language, can speak answers, and can integrate application data into their answers.
    Dec. 13, 2013
    Technologies
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