2 min read

IVR Design in Customer Experience Strategy

IVR Design in Customer Experience Strategy

In a bid to integrate silos of customer communications into a single multichannel customer experience, many organisations have changed who is corporately accountable. Increasingly we are seeing that individual having responsibilities for bringing brand/marketing in line with the customer experience as a whole. Rapidly gaining a full appreciation for the vagaries of contact centre operations, costs and metrics is essential in managing that organisational change successfully, and arriving at positive outcomes.

2 min read

IVR UX Research: Cultural Considerations

IVR UX Research: Cultural Considerations

One of our current research projects is investigating the impact of Cultural Differences on design. This spans our entire process, but a particular area of interest for me is how we approach UX research and design, and how supporting Cultural Differences may alter the approach, tools and research that we adopt.

4 min read

IVR Optimization Business Benefits

IVR Optimization Business Benefits

Watermark Consulting took Forrester’s annual customer experience Index and compared the return over five years of investing in the top 10 versus the bottom 10 ranked companies for customer experience. The results were staggering. in the five-year period 2007 – 2011 the leaders outperformed the broader stock market by 27% over the S&P 500 and 128% over the companies considered customer experience laggards

4 min read

IVR Optimization in Multichannel: 9 Steps

IVR Optimization in Multichannel: 9 Steps

In a lot of ways, whether you’re designing a single channel service or multi-channel service, the principles of user experience (UX) are not too different. For example:

< 1 min read

The ROI of IVR Customer Experience

The ROI of IVR Customer Experience

After all these years of being told that customer experience was fluffy and held little commercial value, we can now show proof that there’s a hard benefit to creating great customer experiences.