Strategy for a Global Support Experience: Team Meeting Summary

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces … Continue reading Strategy for a Global Support Experience: Team Meeting Summary

Cloud vs On-Premise Products: Support Implications

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products?  Let’s take a look at some common themes we've heard from members over the past year.  While support still consists of answering questions and solving problems for customers, the nature … Continue reading Cloud vs On-Premise Products: Support Implications

Predictive Customer Engagement: Team Meeting Summary

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How do we identify and deliver relevant information or knowledge to customers without them asking or searching for it?  We set out to build the first … Continue reading Predictive Customer Engagement: Team Meeting Summary

2014 Member Summit: Video Summary

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an overview of the current five initiatives of the Consortium:The Leadership Framework for Service Excellence, the Customer Success Initiative, Intelligent Swarming, Social Media and Support, and … Continue reading 2014 Member Summit: Video Summary

Customer Success Initiative: Team Meeting Summary

Three minute video summary: Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Our working definition of Service Excellence is:Maximizing customer-realized value/success through the use of our products and services This entails providing easy and seamless service, integrated into the context of use, … Continue reading Customer Success Initiative: Team Meeting Summary

New Case Study: Transforming the Customer Experience at Avaya

We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last year: When Everyone Can Publish. Let us know what you think! You can find more case studies and KCS resources here. $(document).ready(function(){ $('#AvayaTransformingCE').click(function() { ga('send', … Continue reading New Case Study: Transforming the Customer Experience at Avaya

Mapping the Customer Experience Journey

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents the entire experience your customer has while interacting with your company. The customer experience is mapped with three perspectives in mind: Need – what the … Continue reading Mapping the Customer Experience Journey