CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. Give inconsistent or incorrect answers to customers.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more! . Guess what?

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. Using this acronym, goals should be: Specific: Precisely state what needs to be accomplished. What Is Your Current Score? Goal Considerations.

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

InMoment XI

NOVEMBER 16, 2021

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. In most cases survey response rates matter little in terms of your sample providing representation of a population. How Do I Increase Survey Response Rates?

Survey 493

Survey Automotive Comparison Hotels 493

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? .

User Experience 329

User Experience Customer Experience Interaction Customers 329

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. In This Article: What is Conversational Commerce?

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. 94% of consumers say they expect better customer service than they currently receive.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result?

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

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

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

Contact Center 296

Contact Center Sports Conference Resources 296

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Could this be part of the reason that a huge percentage of CX initiatives are failing? Now is the time to learn new skills and apply new techniques as we evolve the CX practice.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. trillion by 2025.

e-support 208

e-support Customer Experience Social Media Chatbots 208

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Culture 281

Culture Customer Centricity Video Groups 281

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? customer sentiment ,?with For example,?

Roadmap 162

Roadmap Call Center Policies Brands 162

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

GetFeedback

APRIL 18, 2019

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit.

Customer Experience 274

Customer Experience How To Omni-Channel Customer Centricity 274

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 Strategy Social Media 208

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

CX Accelerator

OCTOBER 26, 2019

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. " He's all about the customer! . " He's all about the customer!

Contact Center 303

Contact Center Financial Technology Employee Experience 303

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

NPS 130

NPS System Meeting ROI 130

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

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 Strategy Social Media 182