Questions? Feedback? powered by Olark live chat software

has digital transformation gone the way of a google adwords campaign

The digital transformation landscape is already crowded and becoming even more so every day. We have industry digital veterans (like eGain, LivePerson, Creative Virtual & [24]7) providing VA, chat and co-browsing competing against traditional mainstream telephony & contact centre providers (like Cisco, Avaya and Genesys) who are adding digital offerings to their existing product suite. But every other day another start-up seems to appear on the landscape trying to sell the latest and greatest digital solution.

The digital customer maturity index chart

The Digital Customer Maturity Index

Organizations are at differing levels of ‘digital CX maturity’ – that is, the availability of digital channels, the integration of digital channels, the adoption by customers of digital channels and the overall customer experience on digital remains varied from organization to organization.

call waiting and the customer experience

Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations.

Financial Darwinism why financial call centers have failed to deliver

The Promise

Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.

the importance of consistency in customer service

Good customer service is all about consistency

It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. However, it is exactly this kind of consistency that the modern customer demands.