“We’re in the era of the customer,” says one of these ten companies that are working on products that will sharpen, ease, and perfect the customer experience. There have never been more ways to engage a customer than right now. These businesses know that what the modern consumer wants are simplicity and style from that transactional moment and beyond.
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
We’re incredibly passionate about mixing human intelligence with tech to genuinely help others because we’ve all felt how deep the connections between brands and their customers can truly be when people remain the priority. To use this advantage to its full potential, we Design the Experience so it’s fast and convenient for people to engage with their favorite brands, then we Power the Solution with the latest digital, Al, and cloud-based tech so their entire journey is wow-worthy. By doing so, we’re able to Deliver Exceptional Moments to customers on their terms, in the languages and channels they prefer, which in turn allows us to Innovate on Insights in real-time and adjust our strategy to changing needs at supersonic speeds.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Customer demand and expectations evolve daily, and as the need for digital transformation has continued growing, we’ve all seen firsthand how important it is to seek out innovative new ways to bring out the best in our people, use tech to its full potential, and create exceptional experiences. The pandemic and massive shift to Work-At-Home added a different dynamic to that need for transformation that no one could have foreseen, and it really forced a lot of businesses to reflect on how to form authentic connections with customers that meet their needs. As expectations for great customer experiences continue to evolve, the widely expanded home and gig workforce will be immensely helpful for meeting customer needs whenever and wherever people want. Fortunately, this is an area we’ve poured a great deal of passion and dedication into improving for some time now, and the CX knowledge we’ve built as a result allows us to respond to future changing needs and priorities even faster.
Check Out Concentrix’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
At Nextiva, we believe it’s essential for businesses to know, understand, and engage their customers. That’s why we’re dedicated to helping businesses build deeper connections with their customers. Our products combine communication channels — voice, video, collaboration, SMS, and surveys — to help businesses access the information they need at the right time to provide amazing customer experiences and drive business results. In addition to helping companies improve their customer experiences, Nextiva also distinguishes itself with Amazing Service® – our promise to customers and team members.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
We’re in the era of the customer, and their expectations have never been higher. Customers are used to the simplicity and convenience of companies like Amazon, Uber, and Netflix, and they now expect that level of service from every business they interact with – a demand which has been compounded by Covid. Companies need to leverage modern communication technology that gives them the ability to reach customers by phone, email, text, social media, and virtual chat in a seamless and connected experience. Within this larger shift to connected communication, automation and artificial intelligence will play important roles by providing dynamic, intelligent insights to help businesses better serve their customers.
Check Out Nextiva’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Appliances are increasing customer experience with technology that is benefiting people’s lives. Instead of wondering what fabric cycle to choose, our washing machines will automatically select it for you after the clothes are loaded. Another example is our LG Craft Ice refrigerator that produces large ice cubes for cocktails and other beverages, allowing the customer more choices than ever for home entertaining.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
I see customers making more informed decisions than ever. They search the internet and social media before even walking into a store. One poor review can affect their entire purchase journey.
Check Out LG Electronics’ Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Over the past year, we’ve helped a growing number of global businesses, event organizers, and educational institutions not only adapt to a work-from-anywhere environment but thrive within it. One of our newest virtual venues, the Support Center, is the virtual version of a walk-up service department that makes it easy to provide excellent customer experience in a virtual world. Our sister company, eXp Realty, uses the Support Center in their campus powered by Virbela to support 60,000+ agents with onboarding, tech support, and more.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Virbela virtual worlds give people new ways to connect while enabling more human, realistic interactions online. We are constantly looking to improve the customer experience for people using Virbela. Our teams are working to add even more languages to support our international customers, diversify our range of avatars, and provide greater access across devices. We’re also focused on improving our user experience and scale within Virbela environments.
Check Out Virbela’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Booking corporate travel has been frustrating in the past, but we’ve made the booking process convenient and easy for business travelers. Our software has a beautiful, thoughtful and accessible design that is unique in the marketplace and that travelers love using. When travelers use their company’s platform, their company sees vastly improved results and ROI from their managed travel program. It all starts with the user experience, so we designed our software around travelers’ needs.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Consumer technology has us all trained on what to expect—it’s easy to navigate, fast, and offers the solutions we need. Business technology also needs to deliver the best possible experience, as well as anticipate needs users may not even have thought of yet, to remain relevant and helpful. The pandemic has definitely impacted many industries, most notably the business travel industry. The silver lining is that the changes that we had to adapt to, like working remotely, juggling professional and personal commitments, and relying increasingly on technology in all aspects of our lives, led to new expectations and an acceleration in the development of technology solutions to enhance our personal and professional lives. Wrinkles present an opportunity for companies like Deem, who can quickly access the impacts and pivot their business models.
Check Out Deem’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Studies show that cart abandonment is on the rise, in no small part due to checkout processes that are overly complicated, require too much data or information from the shopper, or worst of all, decline good orders due to over-zealous fraud software. By offering the world’s most advanced technology and the largest in-house team of seasoned fraud analysts, ClearSale provides a comprehensive fraud system that allows merchants to securely sell cross-border, offer alternative payment methods, and ensure that suspicious activity is closely reviewed by a trained professional before any order is denied. This gives retailers the peace of mind to know that CX is maximized from the moment a customer clicks “check out” until the purchase is made.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Customers are changing the way they shop online. They are savvier, more skeptical, and more conscientious. This means that merchants must focus on creating a personalized experience that is not only tuned in to the shopper’s needs and desires but also respects their privacy and values them as a long-term brand advocate. It’s a difficult balance to keep, but it is entirely possible if you have the right frame of mind, you partner with the right companies that share your values, and you have a level of transparency with your customers that allows them to be a part of your CX best practices.
Check Out ClearSale’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Earlens has developed a completely new method of sound transfer that can bring people with hearing impairment closer to normal hearing than has ever been possible with hearing aids. To further elevate the patient experience, Earlens has also pioneered a unique concierge medical delivery model that offers Earlens patients ultimate flexibility and peace of mind. With the Earlens Premium Service Program included in the purchase of the device, patients receive up to 5 follow-up visits each year across their warranty period with an ENT physician and audiologist at any Earlens service provider nationwide, in addition to remote support via a dedicated Earlens Concierge.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Earlens has always sought to support its users in the ways that are most convenient and accessible to them. Over the past few years, Earlens has built out its Concierge Team and its capabilities to answer questions, provide education for new patients on the features and benefits of their Earlens devices, and troubleshoot any nonclinical issues without requiring Earlens wearers to leave the comfort of their homes. As telehealth becomes increasingly mainstream, Earlens will continue to invest in ways for users to access real-time support when, where, and how they want it.
Check Out Earlens’ Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
With more customers looking for digital solutions that connect to their products and offer experiences that can be personalized, we are focused on developing those digital resources and programs designed to encourage breastfeeding success. Recently, we introduced Medela Family, a refresh of our app and program that was first introduced in 2018. Today, it’s a one-stop digital solution with tracking tools, smart connection to her breast pump, virtual breast milk storage system, personalized articles, and advice from certified lactation consultants. The app provides around-the-clock support from pregnancy through baby’s first year, providing personalized support to help families meet their breastfeeding goals.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Consumers continue to increase their digital expectations, but now more than ever before we see that they also continue to value and prioritize authenticity from the brands they choose. For Medela, this means investing in our corporate social responsibility initiatives to bring forward social change. Through Medela Cares, we are focused on improving maternal and infant outcomes around the world through partnerships with mission-aligned organizations to deliver educational programming and distribute product-based donations. The Medela Cares program is also focused on sustainability initiatives to protect our planet, as well as workforce development programs to benefit our employees to ensure fairness, increase the level of talent and take advantage of the many benefits of diversity.
Check Out Medela’s Careers Page Here!
Can you tell us a little bit about how your product can move the needle in terms of customer experience?
Ultimately, it’s our people, not our products move the needle. No matter the tools at one’s disposal, it’s knowing when and how to apply them that makes the real difference. It’s an understanding, both of customer experience (CX) and of individual business sectors, of real-world innovation reflected in our EXP+™ product platform and of a dedication to data, analytics, and continuous improvement that moves the needle. EXP+ is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services while boosting efficiency, effectiveness, and customer satisfaction. While each element of the EXP+ platform delivers value as a standalone product, the exponential power of the platform is revealed when multiple elements work together in pursuit of our customers’ CX goals. The EXP+ solutions integrate seamlessly, sharing information, eliminating data silos, and creating momentum across their service delivery.
How do you see customer experience evolving over time? What new wrinkles have the last few years added?
Our research (sitel.com/loyalty) underlines that customer experience continues to be the deciding factor for brand loyalty but its definition is changing. Customers are focused on value and efficiency more than ever before. A simple-to-navigate website and access to self-service and online chat are now markers of a positive CX alongside knowledgeable, friendly staff who can demonstrate empathy in the moment of truth. The move to digital channels due to COVID-19 is a crossroads. Even traditionally analog consumers found the experience so satisfying that the majority of channel changers intend to stay digital. We’re also seeing a growing trend among younger generations for seeking out brands that stand for and articulate a social cause. While, across generations, the trend for socially sharing good and bad experiences is about to become mainstream behavior.
Check Out Sitel’s Careers Page Here!