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

  • Forrester Metrics Show Improving the Customer Experience Yields Results
    Most organizations understand that the customer is always right, the customer comes first and customer experience needs to be a business priority. And yet often this isn't the case for a variety of reasons and excuses. Sometimes an organization needs cold hard data to qualify making changes of any sort, and this seems to be the case when it comes to customer service policies...
  • Customer Experience - More Than Just a Marketing Exercise
    Customer experience has become a catchphrase in recent years, as businesses recognize the growing importance of more effectively catering to clients and prospects, who now have more power to do comparison shopping and complain in giant online forums due to the widespread use of the Internet and connected devices...
  • Apple May Need to Improve Customer Service to Compete with Microsoft
    In perhaps one of the most peculiar customer service experience phenomena of our time, retail storefronts staffed with hip, engaged and savvy personnel are the becoming the preferred way to purchase end user computing and services. We're not talking about CompUSA style superstores (the giant chain of consumer electronics warehouses that reached their peak back in the 1990s), but boutique spaces intimately tied to their brand...
  • Where Will APAC CMOs Put Investment This Year? In Customer Experience, Says IDC
    The topic of where to invest is a difficult point for any business to consider; a business that isn't busy growing is likely busy dying, to misquote "The Shawshank Redemption." But a new study from International Data Corporation (IDC) says that, for much of the Asia-Pacific (APAC) region-excluding Japan-the biggest goal of expansion in 2015 is a common one: improving the customer experience...
  • Getting the Best in Customer Experience Requires Open Standards
    Customer experiences come in all forms, from spectacular to terrible, and any business worth its salt wants to make sure the best ones are found at that business. There's an ever-increasing movement to improve the customer service, bringing out contextual, data-driven options that work across a variety of different platforms to make sure that customers know exactly what's going on in a particular area and how to take advantage of said opportunities. That level of customer experience takes a lot of firepower to put into play, and one of the best ways to get there is with an open-standard content management system (CMS)...
  • Chief Customer Officers Help Oversee Company's Vision for Customer Experience
    In an effort to shore up the quality of customer service being offered, many companies have instituted new programs, overhauled training and brought new customer support software solutions online. These companies have succeeded to varying degrees depending on their approach (and how much they spent on their initiatives). What many companies are missing, however, is a unified vision of customer service excellence...
  • Improving Customer Experience for the Cafe Workforce
    We talk a lot about providing a better customer experience, or a better employee experience, but what about the experience of the customer that is also an employee, or in other words, the remote worker. Plenty of remote workers are content to conduct business from a home office or dining room table, but there is a whole legion of others looking for the right coffee shop or diner to settle into for a few hours of productivity...
  • 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...

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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