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Author: Jeffrey Mack

  Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high. In this episode of Movers & Shakers, we speak with Seth Hall, the Senior Vice President of Customer Service at Philadelphia Insurance Companies. Seth is responsible for transforming his company's customer service organization. But instead of just creating the organization in the vision of the outdated service organizations that are common in...

A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best and in this day and age, completely unnecessary. I was in my account on my mobile carrier’s website trying to figure out how to add a temporary international data option. You’d figure that option would exist somewhere, right? But, after jumping from link to link, I couldn’t find anything close to what I...

For some reason, Finovate seems to bring out the best of us and the recent FinovateSpring 2017 in San Jose, California was no different. We’re happy to announce we were once again selected as a Best of Show winner. Dan Michaeli, CEO of SaleMove, took to the stage and provided a compelling demo of two of our newest releases - OmniCore 2.0 and our recently released OmniBrowse solutions. The audience found the newest version of OmniCore, our full...

It's been roughly four months since we launched our hypothetical CX Fund, a portfolio of stocks from 10 companies we felt were delivering a best-in-class customer experience. Our thesis was that in today's market where customers often value experience over price, companies that offered a great customer experience should hold an advantage over those that did not and, thus, have better business results. As we discussed in our previous post on the fund, narrowing our portfolio down...

  While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers & Shakers, Teron Douglas of Bank of America sits down to discuss how innovation and a new way of thinking have led to interesting breakthroughs in delivering a better customer experience. Traditionally, Financial Services is an industry mired in heavy regulation and antiquated thinking. But, recent developments in the space and disruption by smaller, more...

As Fintech and Insurtech companies disrupt traditional financial services providers with a laser focus on their consumers and a rising millennial consumer base demanding personalized service, businesses will continue to innovate into the next year and beyond. Here are a few predictions on where we see customer experience moving in 2017. 1. Customer experience will make the difference between successful and unsuccessful companies. The customer journey is increasingly defined by customer experience. Forrester called the phenomenon three years...

Agencies find themselves in an interesting spot with regards to customer experience. On the one hand, they are responsible for delivering a great experience for their clients. But, on the other hand, in many cases they are responsible for delivering a great experience for their clients’ customers. In this episode of Movers & Shakers, we speak to Noah Weiner, the VP of Client Strategy at Be Found Online about the importance of customer advocacy. We also...

  Customer service doesn't need to be a dirty word. In our most recent episode of Movers & Shakers, we chat with Nina Alexander-Hurst, the Vice President of Customer Service & SWAT at BaubleBar about rethinking the way that companies provide service to their customers. We'll also go in-depth to learn just how Nina went about transforming customer service from a cost center to a revenue generator through the creation of BaubleBar's revolutionary SWAT program....

A slice of NPS, Customer Effort, Journeys and Contact Channels Customer Experience can be a voyage through a fog for many companies today. It's unclear who is in charge of it: Is it Marketing? Is it Customer Service? Should it come from the top? Should there be a department that is dedicated to it? It's unclear what technology serves it: Is it part of my CRM? Do I need a web survey? What about telephony and web engagement? Emails? It's...

In this episode of Movers & Shakers, our CEO, Dan Michaeli, speaks to Karl Haller, a leader at IBM’s Retail & Consumer Products Center of Competence and former SVP of Brand Strategy and Customer Engagement at Brooks Brothers. The conversation delves into the importance of leveraging data to inform the customer experience and the value it can have in arming your front-line employees. Karl also talks about measuring the customer experience and the tangible impact that delivering a positive...