In a world driven by customer experience, innovative solutions to reshape and rethink the contact center have become essential tools for every organization’s long-term success. To stay ahead of the competition, you’ve got to keep your finger on the pulse of the latest market trends, …
Kim Martin
Agents of Change
One of the greatest, if not the greatest, resource of any organization is its customer support team. According to the Aspect Customer Experience Index, 76 percent of consumers view customer service as a “true test” of how much a company values them, and over half …
Another Reason to Attend ACE 2017: See Trend Hunter Founder and CEO, Jeremy Gutsche
Year after year customers cite excellent content as one of the top reasons for attending ACE. For this reason we work extremely hard to share meaningful content including our plans, our vision and best practices, underscored by compelling customer stories.
Every year there is lively conversation …
The Now Consumer: Save Me Time
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Customer Service Leaders: Forrester’s Ian Jacobs Answers Your Top CX Questions
We live in a culture of rapidly accelerating technology. As a result, today’s customers are among the most empowered, engaged and demanding consumer base the market has ever seen. Meeting the expectations of this new breed of consumer is top-of-mind for success-driven business leaders across …
You. Us. Orlando. May of Next Year… Save the Date for ACE 2017!
Mark your calendars now for May 7-10, 2017, and plan to join us in Orlando for three days of learning, networking, sharing and… as always… a huge amount of fun!
Last year we asked attendees to reimagine how they engage, serve and communicate with their customers. …
Innovating with IVR: Let’s Get Visual
Interactive Voice Response (IVR) is a technology with a somewhat troubled past. For decades rigid menus and poorly designed user interfaces were the source of customer frustration, the catalyst for complaints and even the topic of some funny sitcom moments. But don’t hang up on …
On the Customer Journey, the Path of Least Resistance Prevails
In 2010, Harvard Business Review published research suggesting that lowering the amount of effort it takes for customers to get issues resolved has a direct impact on customer loyalty. Furthermore, the study concluded that efforts to exceed customer expectations were only marginally more effective at …
The ACE 2016 Recap: Top takeaways, links, photos and more!
Hello! Thank you to everyone who joined us for ACE 2016. We hope you left with new connections, new ideas and new ways to make the most of your Aspect investment.
We covered a lot of content in three short days, so whether you attended the …
Reimagine the Customer Experience with an Emphasis on Industry Issues, Best Practices and Innovation
If you are anything like us and live and breathe customer care every day, ACE is where you’ll want to be May 9-12. We’ve packed three and a half days of collaboration, discovery and networking while bringing together industry visionaries and product experts to help …