All Things Experience: Edition 5

All Things Experience is back with the top stories in experience from the last few weeks and the latest updates from Medallia.

This week, we’re covering how UMB Bank used speech analytics to reduce costs and improve customer experience, the relationship between CX and customer service, and which technologies you should be using to stay on top of CX trends.

Now let’s get into it.

Watch & Learn | How UMB Used Speech Analytics to Reduce Costs & Improve Customer Experience

UMB Bank increased its net promoter score (NPS?) by 15% with our platform. Take a few minutes to watch and listen to Ashok M. , Vice President of Business Data Analytics, explain how the financial services company leveraged conversation intelligence insights to achieve a higher NPS and make other significant improvements — including in first call resolution — to enhance customer experience.

Worth the Read | Customer Service vs. Customer Experience: What's the difference?

While customer service and customer experience are notably different, connecting the two empowers businesses to delight customers and achieve higher customer satisfaction (CSAT).

Ryan Minton , who’s worked with global brands including Marriott Hotels and 希尔顿全球酒店集团 explains the major differences between customer service and CX:

1. Focus: Customer service focuses on resolving specific customer concerns, while CX focuses on the overall experience a customer has with a brand.
2. Scope: Customer service is just one aspect of CX, meaning it’s scope is much smaller. CX, on the other hand, has a much larger scope that touches more parts of the business.
3. Proactive vs. reactive: CX is proactive, while customer service is reactive.
4. Loyalty: Customer service is generally shorter term, dealing with addressing a customer’s current needs. Meanwhile, CX focuses on building long-term relationships with customers that lead to greater customer loyalty.

To learn more about the differences between customer service and customer experience, take a look at this article in Newsweek . And if you’re looking to connect customer service and customer experience, check out Justin Herrick ’s article on just that .

Worth the Read | 3 Ways to Make the Most of Conversation Intelligence in Customer Service

As a CX professional, are you driving value from conversation data? Do you know what conversation intelligence is or where to start? Jessica Garcia has you covered in a recent piece.?

For the full rundown, you’ll have to check out the blog post . But in the meantime, here are a few tips on how to maximize customer service with conversation intelligence software:

1. Analyze all conversations and share actionable insights across the business
2. Score every interaction automatically
3. Provide agents with useful context

Looking to gain a holistic view of the customer journey and arm agents with insights needed to resolve issues quickly? Schedule a demo — a Medallia expert will meet with you to explore how our platform’s conversation intelligence flips the script and turns your contact center into a profit center.

Quick Hits | Notable News & Notes

Before you go, here are a few things we thought you might find interesting:

• Entrepreneur Media published six tips to help leaders boost employee engagement and create great experiences for customers.
• What do customers say about your brand on review sites and social media? Here’s everything you need to know about online review management.
• Anthony Smith recently spent time working more closely with his customer loyalty team. Here are the technologies he thinks you should be using to help stay on top of ever-evolving customer experience trends.
• Bethany Coates , Founder & CEO of BreakLine Education , is the latest guest to join Alisha Thomas on Couch Talks to discuss what it takes to create enduring change and much more.

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia