Customer Management Practice

With spotty live support hours, broken digital experiences, and antiquated policies that require all-day appointment windows, there's little evidence that wireless carriers are putting their customers first.    CMP President Mario Matulich weighs in on Christopher Elliott’s recent article in Forbes discussing which companies today’s travelers are leaning towards as mobile carriers realign their focus on customer experiences: https://lnkd.in/gfazTf5X   #theCMPway #Telecom #MobileCarriers #CX #CustomerExperience #CustomerContact #CustomerService

After encountering ineffective self-service platforms and long wait times for live help, today's customers still connect with agents who are ill-equipped to solve their problems. In fact, only 23% of consumers feel these agents are knowledgeable, and a low 19% feel they're sufficiently focused on solving their problems, according to CCW Digital. Amid all the buzz over #AI, Brian Cantor takes a deeper look into Speechmatics and the brand's speech solution elevating key facets of the #CX and #EX to help overcome inhibitors to agent performance, empower them to make sufficient customer connections, and ensure these agents enjoy their work and continue to develop: https://lnkd.in/ggYcc8-n #CCWDigital #theCMPway #CustomerManagementPractice #Speechmatics #AIinCX #CustomerExperience #EmployeeExperience

Is AI making its customer service debut too soon? Mario Matulich, President of #CustomerManagementPractice, shares his thoughts with CRM Magazine on the reliance on AI and how companies may be overestimating its effectiveness in the #CustomerExperience industry. https://lnkd.in/dSCDwuqm #CRMMagazine #AI #Technology #CustomerContact #CX #CMP

#FlashbackFriday to the #CCWExcellenceAwards!🏆 #CMPResearch would like to recognize all of this year's "Best of the Best" organizations for their continued commitment and achievement in today's #CustomerContact space! Best of the Best Manager in Customer Contact Winner: Lisa Strate, Purple Best of the Best Agent in Customer Contact Winner: Lakysa Robinson Green, Capital Rx Best of the Best Contact Center (1-99 Seats) Employee Experience: American Kennel Club Best of the Best Contact Center (1-99 Seats) Self-Service Innovation: OneCause Best of the Best Contact Center (100 Seats) Employee Experience: UPMC Health Plan Best of the Best Contact Center (100 Seats) Self-Service Innovation: Synovus Best of the Best BPO Employee Experience: The Office Gurus Best of the Best BPO Self-Service Innovation: Omni Interactions Customer Contact Week #CCWVegas #CustomerContactWeek #Awards #CX

Are companies implementing #AI into their customer contact strategy too quickly? Brian Cantor, Managing Director of CCW Digital, shares his thoughts on the rise of AI in the customer service industry and the mass deployment of chatbots throughout the customer journey. Read more in his article featured on The Fast Mode to see how your brand can reduce customer dissatisfaction and ensure a positive AI experience. https://lnkd.in/e9BwfYNF #CX #CustomerContact #theCMPway #Chatbots #AITechnology

As customer expectations continue to rise, technology becomes more advanced and experiences become even more important, organizations are realizing that complexity is the only constant moving forward. CCW Digital's Brooke Lynch details the top 4 ways to simplify experiences in 2024 and create paths forward for organizations struggling with chronic disconnect: https://lnkd.in/gXnaAdgy #CCWDigital #CX #CustomerExperience #AI #Digital #theCMPway

As customers persistently seek out better experiences, they rely on agents to give them accurate, tailored and streamlined resolutions. View Brooke Lynch and CCW Digital's "New Tips for Agent Engagement in the Era of AI" to help you communicate the key benefits of AI to your teams build a productive path forward in your call centers and beyond: https://lnkd.in/gbq_ethK #AgentEngagement #AI #AIinCX #CustomerContact #CallCenter #CCWDigital

Even with all the progress we've made thus far, the gender equity gap continues to seep into every industry from business to healthcare. Anastasia Grenfell, Co-founder and CEO of VICTRESS MVMT, Katie Lewis, Attorney and Owner of Katie L. Lewis, P.C. Family Law, and Traci Shirachi, CEO of Aplomb Security Group spoke with CCWomen to weigh in on how to continue pushing the needle closer to a fairer and more equitable future for women in the workplace. Read Shiwon O.'s complete write-up here: https://lnkd.in/eXQ2GmYE #CCWomen #GenderEquity #WomeninCX #WomenLeadership

The technology marketplace is noisy. How do you cut through it? In this webinar with #CMPResearch, learn more about peer decision criteria for technology investments that will empower self-directing customers and employees alike. #CustomerContact #CustomerManagementPractice #TechnologyPartnerships #SelfService

CMP has been officially recognized as part of Selling Power's "60 Best Companies to Sell For!" This distinction highlights our relentless dedication to innovation, community, and customer engagement. A massive shoutout to our team, who has made this achievement possible! Thanks to all for your continued hard work and commitment. https://lnkd.in/d9nEjmcZ #CMP #CustomerContact #CustomerExperience #SellingPower #Sales