Back to Our Insights
Customer First: Personalizing the customer care journey
February 2019

Customer First: Personalizing the customer care journey

Customer care functions that excel can differentiate their company from the competition. This compendium showcases what is possible when companies put customers first.

Articles in the issue

Article

How to capture what the customer wants
– Companies often fail across digital channels because they are insufficiently aware of the real needs and preferences of their customers across omnichannel journeys.
Article

How advanced analytics can help contact centers put the customer first
– Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.
Article

Getting the best customer service from your IVR: Fresh eyes on an old problem
– Interactive voice response (IVR) systems have one major flaw: people don’t like them. To address this, companies need to rethink their design priorities and put customer experience first.
Article

Bringing agile to customer care
– Early adopters are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.

More Insights

Article

Smarter call-center coaching for the digital world
– The demands facing contact-center staff are becoming more complex, more varied, and more valuable. That calls for a smarter coaching... approach.
Article

Charting the future of customer care through a core optimization philosophy
– New customer-care technologies have made it possible to maximize revenues, savings, and customer experience all at once. But to... maximize competitive advantage, companies must be smart—and quick.
Article

The role of customer care in a customer experience transformation
– No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece... of any effort to transform the customer experience.
Article

Boosting contact-center performance through employee engagement
– Companies that can keep service agents on the job longer not only reduce operating costs but also improve customer satisfaction.... Actions in four areas can have a profound impact—and they are within every contact center’s reach.
Article

Elevating customer satisfaction and growth through service to solutions
– To generate more value from customer-care channels, companies must look beyond a focus on sales alone. A comprehensive approach... to omnichannel engagement can point the way.
Article

Why your call center is only getting noisier
– Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort.
Article

Customers’ lives are digital—but is your customer care still analog?
– Digital customer care is still new territory for many companies. They can learn a lot from the natives.
Article

Digitizing customer journeys and processes: Stories from the front lines
– These company examples highlight what some leaders are doing to build new customer experiences.