What is Customer Experience?

  • Whether it happens in a brick-and-mortar store, online, on the phone with a call center agent, or through SMS, the customer experience has become a multichannel, multifaceted force. Companies big and small have long since realized that a happy customer makes for a happy business, but in today's changing technological climate, keeping the customer happy is becoming an increasingly complex task... Read more

Customer Experience Featured Articles

  • Nothing Can Stop Customer Service Agents Who Actually Like Their Job
    As someone who regularly doles out advice on how to boost the customer experience, it is a bit awkward to admit that customer service strategy has its limits. While there definitely is much that a business can do to improve its customer experience, one of the most important aspects is one that can hardly be affected through corporate policies...
    1/30/2015
  • 'Largest Photo Booth Ever' Creates Engaging Customer Experience with Digital Signage
    In today's competitive retail landscape, businesses are pushing the envelope and getting creative when it comes to building an engaging customer experience. With communication technology evolving all the time, digital signage and personalization have become key ways for businesses to draw consumers in. And for Microsoft, already a leader in virtual tech, this seems like a logical strategy...
    1/28/2015
  • Personalization of the Customer Experience - Both Online and Offline
    In the world of customer support, personalization is the key to improving the customer experience. Customers don't like to be treated as a number, they like acknowledgement that they've done business with your organization before (if they have). They like it when you recognize their previous transactions. They appreciate it when you skip making offers that aren't valid to them...
    1/23/2015
  • Unlock the Best in Customer Experience with a Mission Focus
    Sometimes it must seem like customer service agents are on the lowest rungs of the ladder, doing a job that should be a no-brainer. But increasingly, we're discovering that customer service agents are actually crucial to the overall health and success of a business. Indeed, a recent report suggests that, in order to get the very best in customer experience, the first place to start is with the people who actually deliver many aspects of the customer experience to customers: the employees...
    1/20/2015
  • How to Handle that Angry Customer on Social Media
    Not every brand interaction on social media is the win of another customer. Let's face it: Often times the role of the customer service agent on social media is damage control...
    1/16/2015
  • The Big Difference Between Customer Service & Customer Experience
    It wasn't so long ago, really, when customer service and customer experience were considered to be one and the same. In fact, back in 1985, the two meshed together to a surprising extent; customers faced with a problem asked store clerks to help, and knowledgeable store clerks responded according to the dictates of the situation...
    1/13/2015
  • RADCOM Upgrades South American Telecom to MaveriQ Software
    RADCOM, a provider of customer experience management software for telecom operators, recently announced that it has extended its relationship with a tier 1 telecom in South America by upgrading that operator's software package in a deal worth more than $4 million...
    1/9/2015
  • Earning Customer Loyalty Starts with Defining It
    What's the optimum outcome of the customer experience? Is it revenue? Is it first-call resolution? Customer advocacy? Different companies might have different answers, but for forward-thinking companies, the end result of a successful customer experience should be customer loyalty...
    1/7/2015

Customer Experience Industry News

Customer Operations

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Service Provider

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Executive Leadership

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Featured Datasheets

Datasheet: VIM - Academy

This datasheets is an introduction to the Exony Academy. It describes our course portfolio the range of different training delivery methods. In our standard training courseware the delivery methods are chosen to best suit the type and complexity of the subject.

Datasheet: VIM X - Family

This datasheet is a brief overview of the VIM X family. VIM X has been designed to allow organizations to get the most out of their investments in Cisco UCCE, CUCM and CVP including unique integration with Cisco HCS for Service Provider deployment.

Featured Case Studies

Case Study: CCI

This case study describes how employees from Corinthian Colleges use Exony VIM to deliver centralized management with local autonomy, making significant gains in efficiency and staff effectiveness by implementing sophisticated contact center data tools across its contact centers to help transform service delivery to students.

Case Study: VSP

This case study describes how eyecare group VSP Global uses Exony VIM to enhance operational visibility within its contact centers, making it easier for managers and supervisors to access the essential information needed to improve customer service.

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An Introduction to Exony