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

  • How Can Big Data Enhance Customer Experience?
    Big data analytics technology collects information from different sources and helps analysts to create meaningful patterns from it. Its usefulness cuts across all functions of an organization, and customer experience is no exception...
  • Travel Shoppers Increasingly Concerned About Overall Device Experience
    It's one thing-indeed, a very important one thing-to have a handle on the mobile experience, but that by itself is proving to be not enough for shoppers these days. Though the summer travel season is all but finished in the Northern Hemisphere, the Southern Hemisphere's is about to start, and a new study has emerged to suggest that it's not so much the mobile experience, but instead a consistent experience across all devices, that's really important...
  • Study: IDC Energy Insights Releases 2014 CXIT and Social Survey
    IDC Energy Insights recently announced the results of its annual report, the 2014 CXIT and Social Survey. It shows that customers of energy suppliers, like customers of many other industries, are demanding more of their suppliers by urging them to adopt digital communications channels...
  • Beacon Technology Improves the Air Travel Customer Experience
    To most people, the idea of getting away for a while is appealing. Whether it's a trip to another country to go sightseeing, enjoy nature or simply do nothing for a couple of days, many vacations can be enjoyable experiences for lifetime, or at least something that allows one to recharge their proverbial batteries...
  • Customer Experience Survey Reveals Speed as Top Priority
    When you imagine a typical call center interaction, what do you think is the most important component for ensuring a positive customer experience? The methods in which we communicate today are expanding at a rapid rate-with everything from social media and smartphones to VoIP and messaging apps making it easier for users to keep in touch. The instant gratification that technology offers users has empowered them, and in turn they have come to expect a similar level of immediacy in their interactions with businesses. But with this increased ease of communication and higher expectations from consumers, businesses are stuck having to upgrade their customer services to accommodate customer demands for multi-channel efficiency...
  • Westpac Out for the Best in Customer Experience
    It's the goal of nearly every organization around to deliver a top-notch customer experience. Really, just ask any set of decision makers around and it will likely come up somewhere near the top of the list. But sometimes the plan to actually deliver this top-notch customer experience isn't quite so fully fleshed out. Westpac-one of the four biggest banks in Australia-doesn't suffer such a malady, and instead has quite a plan ready to bring that customer experience that will help drive its very future...
  • Improving Wi-Fi Networks with AxonPulse
    Wireless connectivity is offered by many businesses today as a way to build good relationships with customers. Today, users can access Wi-Fi in retail stores, malls, hotels and offices using their smartphones or other mobile devices. However, the quality of Wi-Fi may vary depending on connectivity and network factors, and this poor quality can have a negative impact on the trust and reliability that users have on the business...
  • Wendy's Franchisee LDF Pairs with Earthlink to Improve Customer Experience
    Many readers of this article have likely been to, or have at least heard of, the Wendy's fast food chain. One franchisee operator, LDF Food Group, will soon partner with Earthlink Holdings Corp. to create a new private network that will help Wendy's employees complete customer transactions more quickly and will improve the overall customer experience that some readers may get to enjoy...

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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