Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Experience Summit. October 8, 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session.

Leadership 94

Leadership Transportation Culture Contact Center 94

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Matters

DECEMBER 15, 2015

Every interaction has three components: Success, Effort, and Emotion. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Mobile continues to become a more dominant interaction channel… and through increasingly varied types of devices. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Beyond Philosophy

JANUARY 12, 2022

Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship. IoT and Product Management for Experience Improvement. However, he also sees sweeping implications for contact centers. “ notices an increase in sick days.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Eptica

NOVEMBER 6, 2019

Customers share more about their experience than just a ranking. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. And yet…as customers, we know this isn’t happening as much as it should. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Talkdesk

FEBRUARY 22, 2019

The promised potential of machines, machine learning, bots and artificial intelligence has contact center and customer experience professionals discussing the possibilities with increasing interest. We are far from the days, however, where machines will replace humans in matters dealing with non-trivial situations.

Comparison 49

Comparison Contact Center Customer Experience Professionals Interaction 49

ShepHyken

NOVEMBER 30, 2018

Whether this involves altering the policy or empowering agents to ignore the terms in certain situations, the move will result in more harmonious interactions – and more loyal customers. When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

Comm100

AUGUST 16, 2019

A computer with conduct conversations using natural language and learn as it goes to answer questions appropriately Any communication provided by a company to a customer via text messaging. It is completely virtual and requires no face-to-face interaction or verbal communication.

Communication 102

Communication Social Media Knowledge Base Contact Center 102

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

ForeSee

MARCH 12, 2015

So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government'

Government 40

Government Customer Service Customer Experience Professionals Contact Center 40

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. The days of having to ask customers about their experiences are over,” said Qualtrics CEO Zig Serafin.

Report 52

Report Airlines Healthcare Transportation 52

CSM Magazine

DECEMBER 14, 2015

Companies will increasingly use “customer effort” as a key customer experience metric. Customer Journey Designing. The rise of customer journey mapping as a tool will fuel firms to go beyond designing interactions, to designing experiences that help customers achieve what they really want to accomplish.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

ShepHyken

DECEMBER 13, 2019

If you need face-to-face interaction in the planning stages and fast resolution in the implementation phase, distanced suppliers could cause a real problem. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Vendor location. Size matters.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Customer Enthusiast

JULY 16, 2015

Recent ICMI research revealed that a majority of contact center leaders are knowingly preventing their agents from providing the best customer experience possible (they’re not empowering them with the tools they need). Customers do not expect employees to go out of their way during every interaction.

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

APRIL 14, 2020

What are the channels, touchpoints, and systems your customers are using? What happens if a customer starts on the app but has to call your contact center? Finally, tap into the people in your organization who already know your customers. It can be a static document or a robust, interactive experience.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Also, he is running the planning course of Emotive CX for Customer Interaction. .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

PeopleMetrics

FEBRUARY 17, 2014

Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does.

Banking 102

Banking Contact Center Travel Customer Experience Professionals 102

Pointillist

OCTOBER 22, 2018

Next, I’ll describe four ways you can use AI to improve your understanding of your customer experience data and five ways to make your CX metrics actionable. Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40