CX Blog

CX Blog

What Is the Best Way to Measure Customer Satisfaction?

You may have heard, read about, or even tested strategies such as CSAT, NPS, CES or other fun acronyms and wondered, which one is best? No matter if you’re sending out an occasional survey, or employing an NPS strategy with in-app messaging and direct outreach, it’s vital to have the right questions, right message and right analysis to ensure you’re capturing the true voice of the customer.

Your Source: Latest Industry News for October 21, 2019

What’s the impact of automation and artificial intelligence on outsourcing activity? Which Philippine cities have the strongest BPO growth potential outside Metro Manila? How do you provide a consistent customer experience in an environment of mergers and acquisitions? From India to Jamaica, and just about everywhere in between, VXI brings you our latest roundup of industry headlines from around the globe.

Managing Customer Experience in the Age of Disruption

The global contact-center services marketplace is rapidly changing. Whether it’s technology, how customer experience is delivered, or the shifting levels of consumer expectations, enterprises are faced with more challenges than ever. Key among these include the ability to properly engage and retain talent, which is so vital in ensuring strong interactions.

How a trickle-down approach can kick-start your success

VXI Global Solutions has a long track record of providing award-winning results for clients. A big part of that is our leadership mentoring program – a “trickle-down” approach to scaling our values, principles and operational strategy to power the success of both our clients and all associates.

Gen Z is poised to disrupt your market – are you ready?

While we’ve all been busy talking about Millennials in the workplace, another generation has been coming of age and are now the largest generation in the workforce.

Looking to maximize your contact center spend? Here’s how

When all things are considered, outsourcing can cost 50% less than captive. And these findings often do not take into account two other important considerations that you should factor into the equation.

Why impact sourcing matters for your business

There’s an enormous win/win in recruiting and training high potential but disadvantaged people in your customer service operations. Learn more about how this investment pays off.

Four things that you need to succeed in China

Doing business in a new country is rarely a straightforward proposition. But consider, for example, the difficulties that two of the world's largest companies - Apple and Amazon - have experienced in their forays into China.

Millennials and credit cards: opportunities for conversion

That long-anticipated moment is here: millennials are now the largest generation in the United States. They have represented the largest segment in the workforce since 2016, but the one area they lag in is credit card ownership.  Until now.

Why partnerships fail – and why yours shouldn’t

There is no question that a true partnership can unlock immense value. But in reality, “partnership” is one of the most overused terms used to describe the type of relationship most clients say they want - and that providers of all sorts, including BPO organizations, promise. However, once the ink has dried on a contract, the reality of the working relationship is often very different – leaving both the client and provider wondering why the value sought was never fully realized.

How to balance customer convenience and security in financial services

Speed, ease and omnichannel convenience have become non-negotiable customer expectations. Thanks to a proliferation of apps, APIs, artificial intelligence (AI) and other technologies to enhance the customer experience (CX) once-rigid financial institutions have been transformed into more-open and -accessible platforms. However, as channels, endpoints, ecosystems and partners have multiplied, keeping customer data secure has become more challenging. Here’s a look at the problem in hard numbers:

Three forces reshaping the future of telecommunications

In the telecommunications space, I’m seeing a melting pot of rapid change, with both new and established players forging new alliances, business models and ways to engage customers. 2019 looks to be another year of change for the industry – and of course, there will be both winners and losers. Here are my picks of what you need to know to make sure you are in the former category.

Preventing fraud in the contact center

As businesses introduce innovative ways for customers to open accounts and/or transact online, new behavior patterns are being created. As a result, old benchmarks used to detect irregular activity in the call center that might signal fraud are no longer reliable.

Are banks facing their own ‘Kodak Moment’?

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand?

How authentic leaders help mentor others

VXI Global Services Celebrates National Mentoring Month. At VXI, mentorships start with the “why” principle. We believe that a leader’s stories (the “why”) inspire and feed authentic passion – inspiring team members and moving teams and organizations toward amazing milestones.

How to prevent ‘speed dating’ syndrome in procurement

For services that are key to your brand image and vital to your organization’s success, procurement professionals have an opportunity to provide real-time, game-changing value to their stakeholders.

Going from omnichannel to channel-less CX

How can we prepare for the future of the customer experience (CX) when we don’t even know what that looks like yet?

Are seasonal peaks still souring your festive season? More tips to consider for 2019

If you’re looking to preserve customer loyalty, here are some key approaches to tap into as part of your overall strategy for peak period call management next year.

Challenges with your seasonal peaks? Tips for better CX next year

The following tips are a few approaches that have worked successfully for many of our clients.

Harnessing the power of bots in hospitality

The applications for chatbots in the hospitality industry will only continue to grow, however incorporating bots into your customer service mix doesn’t come without its challenges.

Ramp up your holiday season CX – for half the price

Unhappy customers, lost revenue, stress levels through the roof. Sound familiar? Just think of the possibilities if you could spend HALF that amount, but still provide customers with faster, smarter service.

How to understand and leverage your digital opportunities

I’ve always said change is good. It can be stressful when it’s nipping at your heels - but when technological evolution and innovative ideas collide, your path can lead toward transformations in customer experience (CX) and expectations.

How to get your organization wired for agile CX

How can you afford to remain tied to legacy systems that lack the agility required in today’s world? Answer – You Can’t

Five CX takeaways from the luxury brand experience

What can we take from the luxury goods in-store experience to apply to a travel brand’s customer experience (CX) over the phone?

Are loyalty programs a waste of time - and money?

There’s a great deal of focus on loyalty programs in the hospitality industry today – and no wonder. Hotels face increasingly intense industry competition, and with the need to combat the growing impact of online travel agent (OTA) bookings, hoteliers are focused on ensuring that it’s their properties, their services, that are forefront in customers’ minds.

Why you can’t afford to ignore this customer-value rule

Today's challenge: In a world of ubiquitous connectivity, where everyone has a voice that can reverberate as far as their community and their social network will carry it, you can’t simply focus on customer lifetime value. We need to be focusing on lifetime network value.

Customer loyalty: Let’s have a data-driven conversation

The drive to become data-driven pervades so many conversations we have with travel and hospitality clients today. Here’s the sobering reality every travel & hospitality company should pay attention to.

Beyond the call center – the value your partners should deliver

AHT, NPS, CSAT - the metrics that drive customer experience operations are well-known. But it’s the thinking and the intent that goes beyond the purely operational considerations that, in our experience, delivers transformational value for our client-partners.

Here are three key things you should be demanding of your next customer experience (CX) partner.

80% of Americans believe this is what makes a great CX

Today, we need to be interacting with our customers when and where they need us to – not just how it best suits the business. Failing to do so is risking everything.

To bot or not to bot – the promise and pitfalls

Chatbots are a consistently hot topic in customer (CX) – and rightly so. According to Gartner, by 2020, daily interactions with chatbots will be normal, and 30% of internet browsing will be done through a bot, rather than a screen.

Your Source: Latest Industry News for November 8, 2019

Which are the biggest customer service mistakes? What's driving executive skepticism around customer experience investments? Which startups are pushing customer service forward? With the goal of bringing you the latest information on customer experience, here's VXI's roundup of industry headlines.

What It Takes to Excel: VXI Recognized at Asia CEO Awards

VXI is proud to be a Circle of Excellence finalist for both "Service Excellence Company of the Year" and "Top Employer of the Year" at the 10th Annual Asia CEO Awards, the largest business awards event in Philippines and Southeast Asia.

The dividends of supplier diversity

Diversity drives dividends - it’s as simple as that. A diverse workforce and inclusive culture are essential to business success, especially in an increasingly global economy. If you are looking to build brand engagement and loyalty, supplier diversity can help you deliver on the promise of who you are and what you represent.

Five things you need to know about the future of customer data privacy

You’re probably all too familiar with the rule of thumb when it comes to customer trust: It’s hard to win, and a lot easier to lose. We’re still in the early days of changes in regulations, accountability, and strategies that companies will pivot to in order to avoid protect reputation – and indeed, revenue. Here are some predictions that I think will help you navigate the change ahead:

How trust translates into dividends for your business

Globally, customers still overwhelmingly prefer phone as a contact channel over all other options. Live chat was ranked third in the following survey results.

Are Authentic Leaders Born or Made?

How does an individual truly succeed as a leader? How have leadership styles changed over time, and how does that impact individuals who want to take on a leadership role within their organization?

Are you ready to increase your contact rates by ten percentage points?

Do you know where your best outbound sales prospects are? Here’s the key challenge: Your telemarketing conversion rates are only as good as your contact rates. The industry standard for connecting with potential buyers is approximately nine percent. Now, how much of a boost would your bottom line get if you could move the needle to engage with up to nineteen percent of your prospect list?

How to harness the power of Millennials for better CX

By 2025, millennials will comprise 75% of the global workforce. Here's how to leverage their unique characteristics for increased sales and customer satisfaction.

Three customer-care conversations you need to have in 2019

Once the “uncool kid” of the party, the contact center has found new fame in heralding the customer journey – and customer service experts have become pivotal to the experience, employing new tools and technology to give your customers what they need, when they need it.

Getting past the challenge of driving REAL diversity

Here are a few quick takeaways that can be applied toward the challenge of fostering diverse workplaces as a whole

Why diversity isn’t just another box to tick – let’s talk ROI

Diversity is a hot topic in boardrooms today. Companies with above-average diversity experience see 19% points higher innovation revenues and 9% points higher earnings before interest (EBIT) margins.

The iceberg that’s killing so many customer conversion rates

Instead of focusing on what’s visible, you need to get under the waterline to truly drive value

What your customers want from loyalty programs

Customers today are more demanding than ever before as loyalty programs become part of the nondifferentiated status quo

How to get past the CX innovation puzzle

The drive towards innovation can result in a prickly situation for many customer experience (CX) leaders. The clients I’m talking to are increasingly giving voice to this consistent problem.

Four key air travel innovations you’ll want to watch

More than ever, changes in the airline industry are impacting tourism as a whole, as travel becomes a more accessible experience globally. These customer experience (CX) innovations are worth a watch to keep your finger on the pulse of what’s happening with air travel.

Three hospitality trends to inform your 2019

Now is not the time to sit back and enjoy the generous returns – which is why we’re calling out three trends to consider as you shape your strategy for the coming year.

Will coopetition be your next big CX move?

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand?

Do your partners ‘get’ innovation? Ask these four questions

While innovation from within is crucial, I’d go even further to say you need to be pioneering innovation across your entire value chain. Here’s what you need to be demanding of your partners in 2019.

How to beat 50% of your competitors in the customer loyalty arena

Everyone’s talking about driving a more data-driven customer experience (CX) - but is this all just talk? A scary 52% of organizations rely on educated guesses or ‘gut feelings’ to make business decisions.

Why your CX can’t afford to ignore the ‘soft’ skills

It’s no secret that digital disruption across all industries is in full swing. And yet, regardless of improvements in technology or digitization, customers still want a human customer experience.
Here are three soft skills that HBR advocates won’t be replaced by technology anytime soon – and why they’re so important to your customer experience (CX).