Customer CentricityJune 2019

Three critical reasons to embrace feedback

By Luc Vezina An executive at a booming software company recently explained to me that he was hesitant about deploying a branded community on his web site because the customer feedback might get too hot to handle. Considering my position, one might think I was shaken by this admission. But …

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Customer CentricityData AnalyticsMay 2019 Issue

The Importance Of Convenience

Auto financing provides a case in point By Kevin Deveau Convenience plays a large role in how people make day-to-day decisions. The simpler the process the more likely consumers are to choose one product or service over another as it generally improves their overall customer experience, or CX. The decision …

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Customer CentricityMay 2019 Issue

How To Improve the Customer Experience

By Charles Ingram Take a moment to think back to the shops frequented by your parents and maybe even your grandparents. Back in the pre-Internet days, those shops were likely small businesses owned by people who knew your family members by name, asked about their kids and worked to create …

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Customer CentricityMay 2019 Issue

Service So Good…I’m Glad They Know My Data

By Max Ball My airline gets it. Whenever I call, I am warmly greeted with something along the lines of: “Hello J, are you calling about your flight scheduled to leave on Monday?” They know who I am, and they even call me by my name (or at least they …

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Customer CentricityIndustry Trends

Canadians care greatly about buying experience–PwC Survey

PwC Canada’s Consumer insights survey: The experience is pertinent to Canadian consumers ● Only 20% are likely to purchase groceries online in the next 12 months; ● 46% suggest they are comfortable accessing health care products or services online ; ● 31% of respondents aged 25-34 are planning to buy smart home appliances …

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Customer CentricityMarch 2019 Issue

The need for speed

By Elliot Sedegah The modern customer is voracious, constantly seeking out new content. As soon as one piece of content is consumed, they are busy clicking on the next, which needs to be served up immediately. This nonstop demand for content represents endless opportunities for brands to connect, delight, engage …

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Customer CentricityNovember 2018 Issue

The path to customer centricity

By Rebecca Martin Marketers are constantly looking for new ways to connect with customers and earn their loyalty. A recent report by Calabrio highlights just how much change marketers face every day: 81% of chief marketing officers (CMOs) say they have experienced digital disruption in the past 12 to 18 …

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Customer CentricityData AnalyticsOctober 2018 Issue

How Union Gas used data and analytics to reinvigorate a paperless billing campaign

Re-Energizing Success By Hugh Hibbert When it comes to getting consumers to switch to paperless billing, no Canadian utility does it better than Union Gas: but that doesn’t mean there isn’t room for improvement. Union Gas, a major Canadian natural gas storage, transmission and distribution company based in Chatham-Kent, Ontario …

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Customer CentricityOctober 2018 Issue

Invest in Support to Grow Loyalty

By Tyler Koblasa When interactive voice response (IVR) first hit the customer support scene in the late 1990s and early 2000s, it seemed like a service provider’s dream come true. No longer was a human representative needed for each step of the support process. Instead, customers could seamlessly guide themselves …

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Customer CentricityOctober 2018 Issue

Agent Engagement: The Key to Better Outcomes

By Blair Pleasant While more companies are focusing on the customer experience, the need to also focus on the agent experience is just as great as the agent experience directly impacts the customer experience. Why engagement matters Contact centre agents are the customer-facing employees, therefore agent engagement must be a …

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