Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

Tips 208

Tips Customer Centricity Social Media Strategy 208

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

Tips 182

Tips Customer Centricity Social Media Strategy 182

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . What is customer experience management? Sounds simple, right?

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. 2) Create forms to complete ongoing evaluation.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. CS versus CX Before building a CX playbook, it’s important to define the difference between customer service (CS) and customer experience (CX).

Financial 94

Financial CRM Banking Effort Score 94

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Experience Investigators by 360Connext

FEBRUARY 12, 2018

So those who prioritize picking up new skills (shout out to those learning CX right now!) What does lifelong learning have to do with customer experience? Well, here are a few ways their lack of learning might negatively impact their customer’s experience. One store manager took a mural painting class!

Course 173

Course Video Training e-support 173

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. What can VoC do for you? Gather your champions.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Leadership.

Call Center 76

Call Center Leadership Contact Center e-support 76

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Practice mindful leadership.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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. Before you know it, you’ll have sped through this list! Launching Customer Success.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not. But I digress, that’s another topic for another blog.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 327

Customers Customer Service Ecommerce eBook 327

Vonage

JULY 27, 2017

The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore. What does that mean for CX? Silos and CX.

Customer Experience 120

Customer Experience Customer Journeys Leadership Customers 120

Pink Guava

JUNE 29, 2021

Relook at Customer Experience with New Lens Customer Experience origin dates back to at least a couple of decades. Over a period of time as Internet services picked up it flared the e-commerce industry allowing customers to choose from multiple providers and order from comfort of home.

Omni-Channel 88

Omni-Channel e-support Return on Investment Policies 88

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

CEM 121

CEM NPS Hotels Survey 121

Upstream Works

JANUARY 5, 2022

The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Strategy 78

Strategy Contact Center Chatbots Trends 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why A Sparkler Beats A Candle Every Time by Dan Gingiss. They figured out what they had to do. At first, I thought, “So what?”

Customer Service 85

Customer Service Airlines Feedback Social Media 85

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. Why Is VoC Important? But that’s not all.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. That being said.it’s very, well, hard.

Culture 140

Culture Contact Center Customer Journeys Hospitality 140

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. But what does buy-in look like?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Groups 99

Groups Meeting Leadership Consulting 99

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Vonage

MAY 10, 2017

I came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. If you’re unfamiliar with Sprinklr — it’s not quite a huge name in enterprise circles yet — it’s a social media management and automation tool that’s gained a lot of traction.

Social Media 120

Social Media Policies Course Metrics 120

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience.

Data 82

Data Customer Experience Customer Journeys Analytics 82

ChurnZero

SEPTEMBER 23, 2022

This is a guest article by Andrew Brown , content marketing manager, Northpass. . Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. .

Customer Success 98

Customer Success Customers Resources Customer Centricity 98

Natalie Petouhof

AUGUST 15, 2022

Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Change management is the key. Original Article by Jim Tincher.

Leadership 52

Leadership Software Chatbots Banking 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Saving Money Through Better CX. Tune in to learn more!

How To 139

How To ROI Study Customers 139

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. One of the chief benefits for leaders is developing well-balanced, high performing teams.

Interaction 140

Interaction Customer Service Sports Communication 140

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Industry 140

Industry Customer Experience Interaction Customers 140