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How to Keep Your Customer Connection Always-On

posted 3 days ago
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As the world becomes more and more digital-first, customers aren’t the only ones opting for easy, digital experiences. Brands are too. Companies looking for an easy way to stay connected with customers in digital channels have catapulted contact center as a service (CCaaS) platforms, powered by underlying communications platform as a service (CPaaS) technology, into some of the fastest-growing communication industries today. While CCaaS and CPaaS technologies are helping brands to improve and streamline the customer experience, they’re not without their challenges. In this article, we’ll take a take a look at the sticking points you may experience ...

Shifting Your Retail Loyalty Strategy from Rewards to Outcomes

posted 3 days ago
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Retail loyalty programs have historically offered simple transactional benefits such as free shipping, discounts, rewards, free gifts, point collection, and VIP tiers with first access to products, sales, or experiences. The logic is simple—a customer belonging to a loyalty program has a stronger propensity to spend more and return to the brand again and again. But a simple loyalty strategy focused on rewards programs is not enough anymore. The way customers engage with brands—and how they make their buying decisions—have changed along with the factors influencing loyalty. From rewards programs to a loyalty strategy based on a deeper emotional connection ...

Modernizing the Voice of IVR Banking

posted 3 days ago
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Our client, one of the largest credit unions in the United States, has been working with Concentrix for two decades. Back in 2013, when IVR technology was just starting to grow beyond simple call routing, we developed its first dual tone multi-frequency (DTMF) banking application. If “press 1 for checking” sounds familiar, it’s because many applications still use those same DTMF commands today. Challenge Fast forward to 2021 and the client approached us with a challenge to modernize its banking application experience. It wanted more functionality, flexibility, and less reliance on hardware licensing. Oh, and it also wanted to boost member satisfaction ...
 
Artificial Intelligence Interactive Voice ... Quality & CSAT Measuring CSAT

Process Optimization with AI

posted 05-03-2023
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Have you ever seen a walking path that gets you from point A to point B…but it’s the long way around? Sure, the architect thought it was a good design, but it’s not the way we want to go, so we take a different path – a shortcut. The result? A journey that isn’t working the way it was designed. Customers are often faced with multiple choices – multiple paths – to accomplish a goal and this can create issues that require process optimization. Poor business process intelligence can negatively impact the overall customer experience as well as business performance and efficiency. For example, don’t you hate it when you call customer service to do ...

How the Metaverse Future Can Fuel Your CX Present

posted 05-03-2023
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The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing investment. Many technologies, when taken individually, fail to bring compelling value for the risk. When Meta, formerly Facebook, says the metaverse is 5-10 years out, 1 it begs the question, “Why would we invest in an area that won’t see returns for possibly a decade?” But you don’t have to bet the farm on a metaverse future. We see many new experiences using ...

Firing on All Cylinders: Frontline Performance with VOC Programs

posted 05-03-2023
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Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put them off as long as I can) because I know absolutely nothing about automobiles. As I waited for the service to be done, the mechanic would occasionally pop by to explain what they were going to do to fix up my car. I’d quickly agree to whatever was recommended, as his suggestions went completely over my head, given my lack of automotive knowledge. Two hours later, the mechanic asks me if I’m ready to go and I eagerly say “yes,” excited to finally get out of this very uncomfortable (for me) situation. I follow ...

What Is Journey Orchestration?

posted 03-14-2023
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Born Digital, Episode 5 Recap The customer experience never sits still. As customer tastes and preferences change, CX is always evolving to keep up. According to Adobe’s 2023 Digital Trends Experience Index, “89% of senior executives believe customer experiences are constantly resetting to match their best omnichannel experiences.” 1 With the need to exceed the latest and greatest experiences, brands must reimagine who they engage with customers. Given that, it’s imperative that brands understand their customers and know where they are in their journeys and use that knowledge to not only meet them where they are—no matter how far in they ...
 
Channel Strategy Journey Mapping Quality & CSAT Customer Service

Modernizing CX Measurement

posted 03-14-2023
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When it comes to satisfying the munchies, this consumer packaged goods client is a powerhouse in serving the yum. Operating in locations found across the world, this company leads with notable, well-loved global and local brands found in the average household. To meet its commitment to ensuring customer satisfaction, it needed to modernize its voice of the customer (VOC) measurement program. Challenge Before partnering with Concentrix, the client experienced challenges with their customer satisfaction survey response rates—making it difficult to act on collected data. As a result of surveying solely via email for customer support, its view into the customer ...

Insights to Outcomes: Degree of Difficulty

posted 03-08-2023
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In many sports, there’s a factor known as “DEGREE OF DIFFICULTY.” For example, in springboard diving, a “3-meter forward dive with a tuck” has a degree of difficulty of 1.4. Judges rate dives based on four categories: approach, take-off, execution, and entry, and multiply by the degree of difficulty to arrive at the final score for the dive. In other words, some dives are easier than others and rewarded accordingly. It’s similar to today’s business executives trying to optimize business performance with data. Some steps are more difficult than others. Let’s look at some examples. APPROACH: WHAT? WHERE? HOW? You may not really know what data exists, ...

The President’s Brief: A Model for Sharing CX Insights

posted 01-31-2023
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Every day, the United States intelligence community produces the President’s Daily Brief. It’s a summary of high-level, all-source information and analysis on national security issues produced for the president and key cabinet members and advisers. 1 Sounds like a great practice. So, how can you give your CX insights this presidential treatment? Here’s some ideas on how to boil down your data into the mission-critical information CX executives need to know. Getting the Essentials Think for a moment about all the things going on in the world that might be relevant to the president and national security. Think of all the people ...

Why Our Inclusion in “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022” Is a Huge Deal

posted 01-31-2023
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In case you haven’t heard the buzz, Concentrix was recently recognized in “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022.” This is a huge deal! It’s the first time Forrester has recognized us in a Wave report on this topic, which is one of the most important in the CX space. Below, Doug Anderson, Group Strategic Solutions Director at Concentrix, gives the rundown on what this means for us, and what’s in store for our CX consulting capabilities in the future. Q: This report shows how we compare with other “top providers” in the industry. What was the process for us to get here? Doug Anderson: It’s ...

Transform Your Contact Center with Automation

posted 01-31-2023
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At some point, nearly everyone has experienced the frustration of a long wait time when contacting a brand’s customer service line. Whether it’s elevator music or having to repeat their issue to multiple advisors, customers can be wary of contacting customer service. The numbers don’t lie: Salesforce surveyed 15,600 consumers and business buyers globally, and found that 76% of customers expect consistent interactions during the customer journey across departments. 1 Unsurprisingly, about 73% of consumers will abandon a brand after three or fewer negative customer service experiences. 2 Many of these issues can be solved by automation. Gartner® ...
 
Artificial Intelligence Conversational AI Channel Strategy Contact Centers SMS/Messaging

Should You Replace Email with Messaging?

posted 12-08-2022
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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 ...
 
Channel Strategy SMS/Messaging Leadership Business Strategy

How to Get the Most Out of Conversational AI for Your Next-Gen IVR

posted 12-08-2022
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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 ...

What Do Enterprise Content Management and Six Sigma Have in Common?

posted 12-08-2022
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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. ...

A Major League Member Experience

posted 12-08-2022
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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 ...
 
Leadership Business Strategy Quality & CSAT Personalization

Convenience and Trust Define the New Battleground in Healthcare Ecommerce

posted 11-03-2022
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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

posted 11-03-2022
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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 ...

How to Win at CX with a Customer Data Strategy

posted 11-03-2022
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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 ...

Take Extra Care of Loyalty Members During Uncertain Economic Times

posted 10-04-2022
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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 ...
 
Data Analytics Customer ... Quality & CSAT Customer Service