Blog

Thanks to great strides in analytics and mobile technology, as marketers, we literally have the world at our fingertips around the clock. With so much access, targeting abilities and data available, it’s never been a better time to be a CMO. However, as the saying goes, with great power, comes great responsibility. How can we effectively and authentically engage with our customers without alienating them? This is our challenge going forward—how to provide the right information, at the right time, to the right people. Information overload on a mass level helps no one.

Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first approach to...

“Interactive Voice Response (IVR) ranks with taxation as one of the most disliked features ever created.” (Gartner) Enough has been said and written about IVR as a necessary evil in today’s contact center. The reality though can be quite different because wherever there is a problem, there is also an opportunity.

Customer experience management can get tricky at times. Most companies find it challenging to identify the right metric to measure the success of a CX program. Also, its impact is yet to be clearly understood by many in the practice. Even though 90% of executives believe that CX is important to their business and 80% of them feel that it will be a major differentiator for customers, 86% of them feel overall business will remain unaffected. While we feel that there is still some room for the CX industry to mature, there are definitely well accepted ways to start a CEM Program by gathering existing data about your customer touch points and measuring satisfaction etc. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Modern customers expect to have easy experiences with companies, regardless of the channel(s) they choose. Customers also count on companies to recognize them and follow their interactions and journeys across channels and devices. For example, if a customer engages with an agent in an online chat, and then calls in to their customer service line, they expect a...

A deep understanding of the digital environment—whether it’s big data, social media or online shopping—is critical for marketing success when the online and offline worlds are nearly impossible to separate. Organizing, analyzing and “humanizing” the wealth of customer data at our fingertips is one of the main challenges for CMOs today. Customers are more than just a series of numbers! Human response and interactions are ever more essential for good CX. Consumer data should support great customer service, but it can’t replace it. We hope you enjoy this week CMO Perspectives. Let us know what you think in the comments below or drop us a line on our Twitter account @NICE_CX.

Is your contact center performing and reacting in real-time? It’s critical for organizations to be prepared and ready for any emergency or urgent situation that may arise. Let’s take a look at a common scenario in many contact centers: It’s a typical morning at the office until you receive an unexpected call that one of your products has...