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Make Some New Friends: Jimi Hendrix and Customer Experience Part 2

Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix.

In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York.  “He was astonishing – the moods he could bring to music, his charisma, his skill and stage presence,” she recalls. “Yet nobody was leaping about with excitement. I couldn’t believe it.”

HENDRIXKeith convinced Chas Chandler to come see Hendrix on August 2, 1966 in Manhattan. Chandler was the bass player for the hit group “The Animals” at that time. “He was the best guitar player I had ever heard.,”  Chandler would later comment of the performance. Chandler became intent on making Hendrix a star – but to do that, Hendrix had to go to a new place to start fresh – the U.K.

Successful customer experience for contact center directors also means going to new places – organizationally. The contact center is a critical cog in the “Big 3” of customer engagement, where the propensity of customer interactions (vs. transactions) occurs between the web, the mobile device, and the contact center.  In contrast, many businesses are not organized holistically across these three critical elements. And on occasion, each domain architects conflicting business outcomes.

Leading companies view the customer journey as a singularity from a mobile, web, and contact center perspective. Managers of these domains are beginning to exist under common organizational designs. Many are beginning to report into chief experience of digital officers.

Much like Jimi Hendrix needed to make some new friends to achieve success, so it is in business. If you’re operating in isolation, expand your organizational boundaries if you haven’t yet. Make some new friends in your mobile and web application teams. Customer experience stardom may be right around the corner for you also!

Discover more about how Cisco’s customer experience offerings can help make music for your customers here: http://www.cisco.com/assets/sol/coll/use_case_tool/outcome.htm#~customersatisfaction

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Back to the Future in 2015: Marty McFly’s Contact Center

In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!

But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.

Moving from Multichannel to Omnichannel

And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.

Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?

Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.

Speaking of customer journeys, omnichannel allows you to Read More »

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An Architectural Approach to Location-Based Services

When was the last time you looked at your mobile device? Minutes ago? Seconds ago? We can’t seem to live without them, and in the consumer space, new mobile services are popping up it seems faster than your Twitter feed can handle. Below are mobile consumer services trends from the latest VNI Service Adoption Forecast (2012 – 2017) – you can see Mobile SMS, Mobile Commerce, Mobile Video, and Mobile Social Networking are on the rise, as is the number of devices per consumer.

cmxarch

Many organizations are looking for ways to leverage this upward trend in mobility and innovative mobile services for business benefit – whether it be for increasing customer satisfaction and communicating how the general population wants to receive communication, or offering Wi-Fi so users are able to consume the mobile services they want.

Cisco has made a big investment in mobile location-based services (LBS) over the past year with the introduction of the Connected Mobile Experiences (CMX) solution. CMX enables mobile users to adopt new innovative mobile services with an added benefit of relevance. Businesses can conduct mobile commerce, send texts, extend mobile video, or integrate mobile services with social media now based on the user’s location. Read More »

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