Infographic: 4 Customer Promises that Start in the Back Office… and How to Keep Them!

  • September 23 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of...Read More

3 Ways to Reach the Full Potential of IoT in Healthcare

  • September 21 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

The day of connected devices is here. Mere possibilities with IoT (Internet of Things) a few short years ago are today’s realities and wearables like the Apple Watch or connected home devices like Nest are just a few examples. While the...Read More

Incremental Improvement Is Not Enough: Companies Need To Rethink The Entire Customer Service Experience

  • September 18 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

A recent Aspect study found that 70% of consumers don’t want to talk to a customer service agent if they don’t have to – they’d rather have the ability to solve product and service issues on their own. They are also...Read More

It’s All About Customer Experience.

  • September 14 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

n any conversation or article as it relates to the new dynamic between customer and company, the conversation invariably addresses the fact that customers are the drivers in what was formerly a relationship where the company dictated how, when and...Read More

The Changing Nature of Customer Engagement

  • September 13 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Recently, Frost & Sullivan invited Aspect thought leaders and other customer engagement industry professionals to get together to discuss how mobile and social are changing consumer engagement and the future of customer service. As you can...Read More

Eight Benchmarks for Back Office Effectiveness

  • September 08 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the...Read More

Innovation and Connecting the Unconnected

  • September 04 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

True breakthroughs are rare in any industry. So is true innovation. But what does innovation even mean?Wikipedia, our crowd-sourced and most accessible pool of human knowledge, says: “Innovation is a new idea, more effective device...Read More

The Number I Dialed Is No Longer In Service…and That’s Ok

  • September 02 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Recently, the U.S. Department of Transportation released a report that ravaged domestic airline carriers for the dramatic rise in customer complaints during the first half of 2015. Apparently complaints about airlines soared more than 20 percent...Read More

Infographic: Customer Service Investment Currently Experiencing Travel Delays

  • August 28 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

You might have one or two last minute getaways planned but for the most part summer travel is winding down. I’d like you to think back on your recent travel experiences. Were you able to get the assistance you needed on the communication...Read More

Analyst Report: Mapping the Mobile Customer Decision Journey

  • August 22 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

A study conducted by International Data Corporation found that 79% of smartphone users have their phone with them for all but two hours of their waking day. And a full quarter of respondents couldn’t recall a time when their phone wasn&rsquo...Read More

Displaying results 21-30 (of 56)
 |<  <  1 - 2 - 3 - 4 - 5 - 6  >  >|