Concentrix Blog

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Adding Messaging for Business to Your Communication Channels Striking a balance between providing exceptional customer experience and optimizing operations is a main challenge for brands today. Email has historically been a primary channel for communicating with customers. But, in today’s fast-paced world, should we continue to rely on email as the go-to communication mechanism? Mobile use has skyrocketed, with 98 percent of adults in the US owning a mobile phone. Research estimates that by 2023, 8.2 billion people will use mobile phones. Customers have their phones with them nearly 24/7, and are using their smart devices to ...
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Customer expectations aren’t waning—especially when they contact you. With an ever-increasing volume of customer interactions reaching the contact center, brands need to be able to respond to and resolve inquiries quickly. According to research from Execs In The Know , 1 54 percent of brands believe that receiving good customer care creates loyal customers. However, only 42 percent of respondents believe their CX operations translate to improved loyalty. Finding the seamless connection between automation and personalization to create a consistent and low-effort customer experience is key to long-term customer loyalty. Next-gen IVR with conversational ...
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It’s All About the Factory Floor First, a quick refresher on Six Sigma. If you’ve ever worked for a brand that made something tangible—a car, a laptop, a tube of lipstick, or a bag of chips—you’ve likely heard the term. Created by Motorola USA employees in the late ’80s, Six Sigma aims to document and improve manufacturing practices. It’s commonly linked to the older, Japanese-born Lean, a related strategy focused on reducing eight types of waste. (More on waste in a minute.) Holistically, Lean Six Sigma reigns supreme in optimizing manufacturing processes for speed, efficacy, and throughput. Great, you say, but I don’t work in manufacturing. I work in marketing. ...
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Over the past few decades, the definition of a “fan” has evolved from merely attending and/or watching a favorite sport, to subscribing to streaming services, accessing behind-the-scenes content, participating in gaming and betting activities, and obsessing over the fashion. This evolution of fandom has provided teams and leagues with new ways to engage with fans to deepen their love of the sport. However, many professional sports fans still face a fragmented and impersonal experience with little to no direct relationship with the sport leagues themselves. Opportunity With more than 1 billion fans worldwide, a major sports league sought to create a global ...
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Disruption and transformational change continue to shake up the status quo across healthcare. Well-established retail disruptors and uniquely differentiated digital-first innovators are each vying for control of the consumer relationship. That’s leaving incumbents, the traditional providers, behind on yet another front—healthcare ecommerce. As telehealth advances and consumers maintain their high expectations for care access and delivery, incumbent providers that offer ecommerce have the chance to improve their patient experience through contextually relevant and integrated shopping experiences which are woven into patients’ natural care journey. Not only does ...

A Loyalty Program Fit for Fido

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Challenge As a leading pet supplier retailer in the US, this client prides itself on its strong connection to the communities in which it operates, and it has also won outstanding retailer awards in the past. In addition to selling the most popular pet products, it also offers dog grooming and wellness check services, curbside pickup, a pet pharmacy, and delivery in most locations. The client operated two separate loyalty programs in tandem and, while both were popular, the setup confused both customers and employees alike. Combining both into one program and improving upon its offerings would enhance the customer experience. The client turned to ...
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Customer expectations evolve over time. Today, they demand a greater level of personalization than ever before. Customers share information with the brands they trust and, in return, expect experiences to be connected between and across channels. Ultimately, customers expect companies to know them and to interact with them in ways that reflect an understanding of their needs, their behaviors, and their preferences. Making this work requires a connected customer experience ecosystem that tracks experiences delivered and creates real-time insights to predict and guide each interaction. That ecosystem is fueled by data. Data is at the heart of designing and delivering ...
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It’s not rocket science, and they’ll reward you for it. Just when brands thought they’d survived the pandemic and global supply chain shortages, two and half years later, customers and marketers are now plagued by the highest inflation in forty years and escalating energy prices. Will it ever end? Brands that emerged strongly from the pandemic were quick to invest in initiatives that would not only keep customers shopping in the moment, but also keep them coming back for years to come. Services like buy online, pick up in-store and curbside pickup boomed, while partnerships with delivery services like Shipt, Uber and DoorDash emerged to ensure customers ...
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We’ve all bought something and realized it wasn’t what we needed. We often return products, exchanging them for the right size or a different color. Even a car purchase can be (mostly) walked back. This was the promise of SaaS investment. It just works, and, if it doesn’t, you can rip it out. Don’t like that red CRM? Buy the blue one instead. If blue’s a no-go, try purple. Difficult truth: SaaS doesn’t work that way. The effort required to configure and deploy a solution, even a cloud-based one, is immense. Once users get involved and these applications become a part of their day-to-day routines, it doesn’t matter if the solutions are loved because they work ...
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Challenge This video game developer is also a pioneer in the realm of virtual reality (VR) social experiences. In launching their metaverse gaming experience, the client was concerned with the vulnerability of its users in the face of monetary fraud, cyberbullying, trafficking, sex offenses, and identity theft. While it had a clear goal of deploying a virtual content trust and safety program, it lacked existing benchmarks, so it was seeking a partner who could define processes and set metrics. Solution The client presented an exciting challenge for the Concentrix content trust and safety team as it would ...
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Data-related policies and regulations are quickly reshaping the future of marketing in the digital age, but so are customer behaviors and expectations. While customers are proving quick to abandon experiences that aren’t personalized to their needs and wants, new compliance measures present challenges for a personalized marketing strategy and how organizations can use such data to target customers. For example, the US Justice Department recently demonstrated oversight into ad targeting and delivery systems, announcing an advertising-related settlement agreement regarding social marketing practices related to segmenting based on sex, race, religion, and other ...
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It’s no secret that data personalization has become a key factor of brand success—for marketing, sales, and customer service. Most brands recognize the importance of having a connected data ecosystem for centralized control over the way data is collected, managed, and made available to personalize experiences, consistently, and at scale. However, data personalization demands more than investment in technology to make it work. To increase the chances of success, brands must incorporate the following five steps into their data personalization roadmap. 1. Create a Personalization Capability Beyond the Infrastructure Personalization is the name of the game ...
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Case Study / Retail & e-Commerce Voice-Enabled Experience Challenge The client is a popular US-based fast-casual food chain that boasts thousands of locations, a net income in the hundreds of millions, and tens of thousands of employees. Customers already have the option of placing their orders through the restaurant’s website for a quick and easy pickup in-store. Not only is this option convenient, but it has also allowed for social distancing during COVID-19 surges, cutting down on long lines indoors. However, the restaurant chain decided to take the experience to the next level, by giving customers the option ...
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The convergence of physical and digital realities powered by Web3 and the metaverse are adding a new depth to the customer experience, sometimes literally. By expanding a customer’s experience through the use of virtual reality (VR), augmented reality (AR), and other times extending traditional concepts like the idea of ownership through crypto, NFTs, and blockchain , these emerging technology trends are defining the evolution of CX. At the core of this new depth of experience is an empowered individual that has a new set of tools to tap into a larger range of human-centric experiences, while unlocking value within those experiences for both the individual ...
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Today’s organizations are under pressure to keep up with the ever-changing needs of their customers. To maintain a competitive edge, it’s essential to deliver an exceptional customer experience (CX). However, this can be difficult to achieve if companies do not clearly understand where they are falling short, where they are excelling, and where improvements will make the biggest impact. Organizations often have a high-level understanding when they have customer experience challenges but identifying the root cause and how to adequately address the issue is difficult. In some cases, individuals or teams have great ideas on how to improve their customer experience, ...
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Artificial intelligence (AI) is radically changing the CX landscape, creating new opportunities for customers to engage with brands, where they want to interact — and for whatever reason — from tech support and customer service to buying something. However, the use of AI doesn’t come without risk, namely its potential to alienate customers by deflecting them from human contact. To create standout experiences, AI must be combined with a key factor: empathy. Following are some key points to consider when evaluating your use of AI. Decide Where You Need Empathy When it comes to deflecting calls away from human agents, most organizations have deployed ...
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Concentrix hosted our first Environmental Sustainability Roundtable on July 16, 2021, bringing together a group of like-minded clients for some good, green conversation . This virtual event was dedicated to providing a catalyst for sustainable development, fostering partnerships, sharing best practices, and looking for ways to collaborate on sustainability initiatives. The roundtable, which I co-hosted with Rick Rosso, Concentrix Executive Vice President Sales and Account Management, included sustainability leaders from our clients’ companies, representing some of the world’s top brands from a cross-section of industries. Participants told us that learning ...
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The onset of coronavirus required us all to become crisis management experts overnight. Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.” The pandemic crisis forever changed the way we live and work. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties. Our early research showed consumer concerns more than doubled within weeks, from 16% feeling highly anxious at the onset, to 39% just a month later. Companies who provided customers with peace of mind alongside ...
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Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find out if a tornado was coming, we had to either see it, or hear it. “It sounds like a freight train,” my grandfather, who had seen a few of them, used to say. Here in South Texas, we are at the end of the “tornado alley,” a term for the region in the United States that experiences tornadoes most often where last year alone, there were 1,676 reported so called twisters. ...
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As the business world ups its competitive game for a digital age, customer satisfaction can no longer be treated as merely nice to have, or as an ambition metric for the corporate scorecard. On the contrary, it is a business essential that will determine the success or failure of brand advocacy, customer loyalty and consumer adoption and as a result, competitive advantage. Many organizations still find themselves in catch-up mode on their digital transformation strategies. But, regardless of where they are on this shift, it is critical that customer experience (CX) remains at the heart of change and innovation. Redefining CX for the 21 st century is ...