Turning the Customer Experience Around - CUSTOMER

CUSTOMER : 3/11/2015 eNewsletter   Latest Featured Articles » Turning the Customer Experience Around Many companies today are in a state of denial about the quality of the customer experience they provide. In fact, the situation would be comical if it wasn't so dire: a 10-year-old study by Bain and Company found that while 80 percent of companies are confident that they deliver a superior customer experience, only about eight percent of their customers - one tenth - believe that is true. As it turns out, companies are starting to believe their own marketing mottoes, and this is a mistake. » New Challenge for Call Centers: Better Customer Experience What with advancing technology, growing outsourcing and regular employee turnover, you'd think most call centers have had more than their fair share of challenges. You'd be wrong, according to a new update from Loyalty360, the online arm of the Loyalty Marketers' Association. » Salesforce's Cloud Intelligence Allows Contact Centers to Improve Customer Experience Salesforce recently announced a new product that will automate many of the processes that go with delivering a great customer experience. The Salesforce Service Cloud Intelligence Engine (SSCIE) can optimize how cases are assigned to agents in a way that works well with an omni-channel customer service center. Top Stories » EIS Group Adds Omni-Channel Integration to Insurance Suite with CustomerCore DXP » Masergy Introduces an SDN-Based Customer Self-Provisioning Portal » Steps to Improve Interactions with an Angry Customer Featured Channels » Customer Experience » Customer Support Software » Contact Center Solutions - Analysis Featured Resources » Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor » Simplify the Software Experience on Any Device with Consumer-Style Apps » Getting from $20M to $400M: Challenges and Opportunities for Growth Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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