Customer Experience

How all retailers can better serve every customer

Four ways retail businesses can improve the customer experience to thrive in the age of instant gratification.

Four ways healthcare can improve customer experience

Improve the patient experience. Make healthcare work better for everyone.

Are you keeping up with your tech-savvy customers?

Vala Afshar of Salesforce on the new rules for delighting—and keeping—your customers in the digital age.

Five technologies for delighting connected customers

Consumers and business buyers expect emerging tech to change their experience with your company.

A beacon for personalized customer engagement

A case for using beacons in combination with other technologies to create a truly custom customer experience.

Mining Customer Insights with Speech-to-Text Technology

From touch and gesture interfaces to advanced facial recognition, our computers are communicating with us on an increasingly human level. One technology that is showing particular promise is a computer’s ability to recognize human speech or Speech-to-Text (STT). Applications such as Apple’s Siri, Google Now, and Nuance’s Dragon have brought voice-activated commands to the masses while enterprise companies are employing the technology to discover new insights from previously untapped audio and video data sources. One of the greatest benefits of STT is the ability to bridge the gap between unstructured audio/video data and advanced analytics such as machine learning, natural language processing (NLP), and graph analysis. A company’s ability to understand their most vocal customers, whether within their call centers or on video sharing sites, can lead to a better view of customers and their experiences. Call center logs can reveal interesting patterns and trends in the quality of customer agent call handling and (when combined with other data) call center operational costs. These insights could then be used to retrain customer service agents, identify and stop a poorly conceived marketing campaign, or quickly understand the root cause for a spike in call center volume. For example, PwC’s Emerging Tech …

4 Customer Experience Disrupters

I firmly believe that the more opportunities you have to reinforce your brand promise with customers, the better your balance sheet. So, I see the proliferation of customer touch points as a positive development for businesses. Organizations that are committed to cultivating a customer-centered culture can gain a significant edge over the competition. Recent research proves my point. According to the Watermark Consulting 2013 Customer Experience ROI study, customer experience leaders outperform laggards by 43% when indexed against the S&P. That’s a massive difference and a major opportunity to leverage the art and science of customer experience to distinguish your company from the competition. Innovation will always be important, but customer experience is clearly the number one factor in determining your market valuation and validity as a business partner in today’s digital marketplace. It’s never been more important to empower employees across the board with the information and inspiration they need to live the brand promise in every customer interaction. Making that happen will require more than expanded and enhanced resources. You must build an integrated organization that is infinitely capable of delighting customers consistently across multiple channels. New strategies, culture change and different corporate governance processes are necessary to …

Contacts

Chris Curran

Principal and Chief Technologist, PwC US Tel: +1 (214) 754 5055 Email

Vicki Huff Eckert

Global New Business & Innovation Leader Tel: +1 (650) 387 4956 Email

Mark McCaffery

US Technology, Media and Telecommunications (TMT) Leader Tel: +1 (408) 817 4199 Email