Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

DECEMBER 22, 2023

It typically includes features like multiple phone lines, voicemail, call forwarding, and sometimes advanced options like auto-attendant and conference calling. This system allows small businesses to efficiently manage incoming and outgoing calls, offering a more professional customer interaction experience.

System 109

System Self Service Analytics Communication 109

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 101

Hotels Conference Meeting Fashion 101

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Now more than ever, technology is vitally important. Consider the current customer experience and how transforming will improve it. Now: Schedule online meetings. Haircuts: Before: A hairdresser cut my hair.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NICE inContact

SEPTEMBER 6, 2016

At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. I came away from that call a more satisfied customer. I hope to meet you there.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

Beyond Philosophy

NOVEMBER 30, 2023

Budgets significantly affect whether you can afford the technology that can help you gather data and measure your results. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer. Customer centricity has results, too. Click here.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Self Service 132

Self Service Customer Service Conference Customer Service Training 132

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ShepHyken

OCTOBER 7, 2019

(Forbes) The fear of automation supplanting humans in the workplace has been the stuff of science fiction for decades, but as the pace of technological change picks up, many people have begun to wonder: Is it becoming more fact than fiction? The fear is that companies are doing away with the human experience – and that fear has merit.

Customer Service 114

Customer Service Infographics Customer Centricity Social Media 114

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas. by Ricardo Saltz Gulko.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

ShepHyken

JUNE 22, 2016

Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). According to Don Schuerman, Pega’s Chief Technology Officer and VP of product marketing, quite a lot.

Meeting 84

Meeting Wireless CRM Conference 84

CX Accelerator

SEPTEMBER 16, 2022

Leaders claiming to be “customer focused” without ever telling customer stories or observing them themselves. He is also the host of Ticket Volume , a weekly podcast about Information Technology and is a highly regarded speaker at conferences and networking events. Back to CX Accelerator Blog

Study 208

Study Case Study Consulting Culture 208

ShepHyken

JULY 5, 2017

Companies who can personalize their experiences win over customers. I recently attended the Internet Retailers Conference and Expo (IRCE) in Chicago and listened to a number of keynote and breakout presenters talk about how personalization is becoming one of the major differentiators. The fifth P stand for Personalization.

Marketing 100

Marketing Customer Relationship Management Conference Customer Service Training 100

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. (The

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. I was pleased to see that there were many speakers that were discussing technology and digital strategies within a Customer Success organization.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Customers Rock!

OCTOBER 4, 2010

Customer World/NACCM Customers 1st. Later in October, I am speaking in Orlando at the Customers 1st Conference , which is now co-located with two other customer-focused events at the Walt Disney World Dolphin hotel, October 25-27. Customers Rock!

Social Media 146

Social Media Conference Hotels Loyalty 146

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Thematic

JANUARY 2, 2019

Leadership must be committed to improving and should regularly attend training, seminars and conferences. Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. The post Amazing customer experience begins with engaged leaders appeared first on Thematic.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Kustomer

DECEMBER 17, 2020

If the connection is strong from the get-go, a company is more likely to retain those customers and their long-term support. Having worked at world renowned conference company, TED , Sioban knows that it’s the small but important changes that make a world of a difference to the customer. Small Changes Make a Big Difference.

Connections 80

Connections Conference Loyalty Survey 80

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. 1 Why is there such a huge gap? Staff meetings. (3)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

Strativity

MARCH 20, 2017

the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J. McInnes, named Head of Sales for Strativity’s Technology division, has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus.

Groups 40

Groups Customer Journeys Automotive Consulting 40

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Originally published on MyCustomer as Customer Centric Decisions and Customer Centric Learning.

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

ShepHyken

JUNE 25, 2018

Gartner Reveals Three Customer Experience Myths. WHICH-50) Speaking at the Gartner Customer Experience and Technologies Summit in Sydney, Thompson busted three customer experience myths and argued industry leaders are successfully ignoring some of the strategies that have become synonymous with customer experience.

Customer Service 85

Customer Service Loyalty Tips Conference 85

SurveySensum

APRIL 8, 2024

The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development. The key to taking advantage of these opportunities is to remain agile, customer-focused, and open to learning.

Strategy 52

Strategy Social Media Advertising Analytics 52

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. There is now a special certification for people who know their stuff well enough to test it.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

ShepHyken

MARCH 20, 2017

My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Jeannie Walters reports on the current state of AI.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Oracle

OCTOBER 4, 2019

In a panel hosted by Oracle ‘s Vice President for CX Banking Product Development Michel Van Woudenberg, experts from five organizations (including Vanguard and Bank of America) looked at “How Retail Is Raising the Bar on Customer Expectations, And Why You Need to Care!”

Banking 40

Banking Financial Retail Customer Journeys 40

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

ChurnZero

OCTOBER 16, 2020

This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course).

Sales 98

Sales Customer Success Conference Customers 98