customerexperience

Standing out in the modern marketplace takes building relationships and delivering personalized service at scale. Kustomer stands out among its competitors for its customer-centric approach to handling service issues.

Cisco dCloud is moderating the #CustomerExperience #CiscoChat on August 22nd – so we spent some time thinking about the Customer Experience and our role in it. With the advent of social media marketing, the line between “customer-facing” and “non-customer-facing” becomes increasingly blurred. Visiting a client’s office isn’t the only way to interact anymore – and […]

Recently at the  Forrester’s Forum for Customer Experience Professionals in New York on June 26,  Graham Atkinson, Chief Marketing and Customer Experience Officer at Walgreens, spoke about his work to transform the company from one that traditionally differentiated based on location to one that differentiates based on experience. As reported in a recent blog by […]

Are you familiar with the bank of yesterday? One where trying to meet with an expert can translate into being required to travel across town or deal with lengthy wait times and lines? Where it can take days and even weeks to receive and sign documents to close a mortgage or open a new account? […]

In part two of this three-part series detailing the “Evolution of Immersive Video in the Retail Bank Branch,” I looked at Cisco’s Remote Expert Solution more in-depth and discussed how the solution’s contact center enables virtual face-to-face meetings with high-definition video. By offering customers instant access to knowledgeable experts, even when customers are in remote […]

Imagine a customer calling their insurance provider and reaching a representative that has never spoken with them and is unfamiliar with the customer’s claims history or company policies. That doesn’t sound like a good experience. Now imagine after a quick verification from the customer, the same representative is able to access the customer’s complete insurance […]

In the first part of the “Evolution of Immersive Video in the Retail Bank Branch” series, I discussed how the retail banking industry is currently undergoing organizational changes that are affecting customers’ banking experience, including the knowledge and interaction they receive upon entering a bank. Through these new organizational changes, banks are integrating new technology […]

Cisco Consumer Experience Report for Automotive Surprises Many: Consumers Desire More Automated Automobiles, According to the Cisco Study I was fortunate enough to lead the Cisco team that looked at consumer experiences in the automotive industry, and the results were eye-opening. For those of you that didn’t know, the study surveyed more than 1,500 consumers […]

The wealth management industry is under transformation. In an effort to win back trust, attract new customers and retain existing ones, firms are investing in new collaborative technologies that support their business model transformation from transactions to interactions focused on client centricity. Various McKinsey research and studies have shown that those who adopt more client-centric […]