Happy Holidays and Here’s Our GIFT to You!

As a customer experience leader or practitioner, what could be a better gift to you than Guided, Innovative, Fast, Transformation (GIFT) of CX? That’s exactly what leading companies in industries such as BFSI (Banking, Financial Services, and Insurance), retail, healthcare, manufacturing, utilities, travel and hospitality, etc. have already received from us in the form of eGain Try+Buy™, a one-of-a-kind, expert-guided cloud pilot, which makes CX innovation safe, fast, and truly risk-free with no cost or commitment from your side. Having…

Uncle Sam, you can go from cellar to stellar in citizen services

Unfortunately for citizens, the government did not fare well in the Forrester’s 2015 US Customer Experience Index, to say the least. Moreover, in a survey of 5000 consumers by Forrester Consulting on the biggest pain point in citizen service, respondents said that inconsistency of answers among contact center agents was their biggest issue (56.2%), followed by lack of knowledge among agents (35.6%) and findability of answers on government websites (26.9%) . So the solution is pretty straight forward – an omnichannel…

No Pain, All Gain (When it is Customer Pain)

Research studies by the likes of Accenture have repeatedly shown that over 50% of consumers have switched brands due to customer service pain. It’s obvious that no (customer) pain is all (business) gain. So what are the biggest pain points and what can you do about them? Here are findings from a Forrester survey, where 5000 consumers were asked to check the biggest pain points when they get customer service (they could pick upto two options) across a wide variety…

It’s the Easy, stupid!

No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of 125,000+ consumers and 5000+ customer service representatives, conducted by CEB (Corporate Executive Board). You can learn more about this in a presentation delivered by CEB at eGain World 2014 in San Jose. Given that today’s consumer interactions with the business are comprised of omnichannel journeys, how can you then reduce…

When it comes to customer experience, take a “whole-chain” approach for success

Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a “whole-chain” approach to improving experiences, they fixate on and fix parts of the chain, only to fail or realize limited success from their experience initiatives….

Think Steve Perry and you’re on your way to transforming customer experiences

You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences for today’s multichannel digital customer, think of Steve, since it’s all about the customer “journey” and not one particular interaction or channel. Today’s customers might research products on the web, touch and feel them in a retail store, compare alternatives on trusted review sites and online communities, look for sentiment on social networks, and eventually buy wherever…

The march towards better customer journeys

The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your MARCH, too: Multichannel to make it easy for today’s multichannel consumer to engage with you. Agile to reach consumers where they are – and quickly. Robust platform for customer engagement that can scale with your business. Connected journeys across touchpoints. Hub approach to customer engagement without compromising functionality, i.e. go…