Storyminers

JULY 8, 2020

Collaborating with over 11 speakers for over 240 minutes from across the world we delivered our very first global virtual event! Celebrity Service: Creating a client experience your competition could only dream of… Geoff Ramm Geoff Ramm is the creator and author of Celebrity Service. FORBES called this…. ‘A A Game Changer’.

Competitive Advantage 162

Competitive Advantage Culture ROI Customer Centricity 162

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. Is your customer data out of date?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. New Drivers of CX Success. Meeting the new criteria of CX.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. COVID changed everything about how we live and work—especially in the B2B space. COVID changed everything about how we live and work—especially in the B2B space. But then the pandemic turned everything on its head.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

ShepHyken

FEBRUARY 16, 2021

Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic and how those companies can succeed moving forward. Amazon has set the bar for the eCommerce experience.

Ecommerce 87

Ecommerce Loyalty Retail Trends 87

Oracle

FEBRUARY 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Now, it could be part of your CX strategy. Watch below, and read on for a full recap. Quote of the week.

Tips 116

Tips Video Consumers Financial 116

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? We asked CX professionals how they would handle a reduced budget. Customer affinity. Here are my top five picks from last week.

Customer Service 80

Customer Service Tips Connections Customer Service Training 80

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. This episode of The Intuitive Customer discusses this essential and relevant chance to participate in customer segmentation. Key Takeaways.

Groups 154

Groups Exercises Government Customers 154

Talkdesk

DECEMBER 30, 2020

What I learned while leading a CX company during a global pandemic and what will happen next. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe.

Innovation 83

Innovation Contact Center eBook Roadmap 83

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Kustomer

JANUARY 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Carrie Lemelin to learn the secrets to delivering exceptional customer service in a post-COVID world. How to Adapt CX and Build Customer Loyalty.

Self Service 90

Self Service Measurement Call Center Interaction 90

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

CustomerSuccessBox

SEPTEMBER 7, 2021

The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. via GIPHY. #1

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

Talkdesk

OCTOBER 14, 2020

For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

Self Service 105

Self Service Banking Contact Center Omni-Channel 105

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. And in the tech world, the answer is simple: nowhere to go but up! Video will be Preferred CX Platform.

Healthcare 130

Healthcare Video Banking Contact Center 130

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. certified CX professional and bestselling author. The ability to adapt is crucial. Show appreciation to your customers! Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience.

Leadership 80

Leadership Customer Experience Professionals Customer Centricity Brands 80

inmoment

JUNE 29, 2020

We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. This action let customers know loud and clear that brands they cared about were reciprocating that emotional investment.

Measurement 75

Measurement Trends Retail Strategy 75

Talkdesk

JUNE 1, 2020

Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else. We’ll refer to this as the CX Reframe.

Contact Center 78

Contact Center System Connections Customer Experience 78

Hero Digital

APRIL 8, 2020

COVID-19 is resetting what people value. It turned out to be the best car leasing experience I have ever had, and one I will repeat. Why would anyone go back to buying a car “the old way” when they could have this type of experience all the time? Digital experiences. Will your business be ready for the new reality?

Banking 104

Banking B2C Healthcare Financial 104

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. . Today, customer tolerance for inconvenience is almost non-existent.

Self Service 52

Self Service Customer Engagement Trends Engagement 52

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self Service 74

Self Service Net Promoter Score Trends Leadership 74

Talkdesk

MAY 1, 2020

The COVID-19 pandemic has resulted in numerous changes and challenges for our world, personally and professionally. Continually adapt your CX: What worked a few weeks ago may not work for the next phase of our social distancing experience. It’s completely free and reflects the speed of the CX industry’s priorities.

Conference 55

Conference Industry Innovation Customer Insights 55

Beyond Philosophy

NOVEMBER 28, 2020

Some might say that retail is dead, another victim of COVID-19. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Still, organizations that recognize and anticipate the shift can adapt and benefit from the new business-as-usual. People also use body stimuli in thinking.

Retail 78

Retail Consulting Online Experience Financial 78

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX.

Customer Service 82

Customer Service Ecommerce B2C B2B 82

Think Customers

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” Vaccine hesitancy and the formation of new variants like Delta have kept COVID at the forefront of many conversations and business decisions.

Marketing 52

Marketing Contact Center Omni-Channel Technology 52

Bold360

MARCH 16, 2021

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . Bold360 helped them do that. .

Self Service 52

Self Service Management How To Call Center 52

Oracle

JULY 7, 2020

When assessing your CX strategy, it’s vital to account for and adapt to this newly blended environment to deliver a seamless customer experience across all touchpoints. Gaining a universal view of the customer is critical to connect with them in the right mindset at the right moments. Discounted rates.

Consumers 98

Consumers Entertainment Fashion Ecommerce 98

Kitewheel

JULY 2, 2020

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. With stores closing and people remaining indoors in many areas, how should retailers adapt to this new reality? Doing this requires attracting, converting, and engaging both new and existing customers.

Retail 52

Retail Social Media Consumers Study 52

inmoment

JUNE 4, 2020

We’ve spent quite a lot of time discussing how brands can survive during the COVID-19 pandemic, but as shops reopen and governments begin lifting quarantine measures, it’s time to start talking about how businesses can thrive after this crisis. What follows are a few ideas for achieving exactly that: Listening to Customers.

How To 52

How To Government Feedback Measurement 52

Beyond Philosophy

JANUARY 19, 2022

Dobrian Dobrev ( @DobrianDobrev ) is a User Experience Designer, a speaker at UX conferences, and author on UX Design and Information Architecture. In other words, their lives were in the metaverse, not the physical world. . AR enhances your physical world with a digital layer. A good example would be the Pokémon Go game.

Examples 89

Examples Entertainment Technology Interaction 89

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

NobelBiz

JULY 9, 2020

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. However, COVID-19 went beyond that and exposed considerably more, larger, systemic problems.

Contact Center 52

Contact Center How To Omni-Channel Call Center 52

Interactions

MAY 28, 2020

Coronavirus has economies around the world down to its knees. Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. We are living in the ‘new normal’ now; a masked, contact-less world is our new reality for the next year or so. Were they charitable?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Think Customers

JANUARY 3, 2022

Businesses across all sectors were sent scrambling as the world largely shut down in the pandemic’s early days, but banks – where brick-and-mortar locations historically were the cornerstone of day-to-day business – faced some of the biggest changes and challenges. The right technology is key.

Banking 52

Banking Chatbots Conference Employee Experience 52