NICE inContact

JULY 26, 2021

For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy.

Customer Experience 163

Customer Experience Contact Center Call Center Customers 163

InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Today, generic experiences no longer cut it. Retail is one industry that’s experiencing major disruption.

Retail 260

Retail Customer Experience Social Media Chatbots 260

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys.

ROI 557

ROI Customer Experience Effort Score Financial 557

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

eglobalis

DECEMBER 21, 2020

IoT Is Transforming Operations, Customer Experience and Employee Experiences, Efficiency and generating Growth. The post IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth appeared first on Eglobalis.

Employee Experience 170

Employee Experience Customer Experience Customers Innovation 170

InMoment XI

APRIL 14, 2020

The original state of the programme seemed to have left employees coaching customers to give higher scores and gaming the system to get the response rates. Volvo Sees Increase in NPS by Leveraging CX Insights When Volvo started its CX programme, the company was fixated on getting a higher response rate and higher NPS scores. View Article.

Tips 346

Tips NPS Customer Experience System 346

Adrian Swinscoe

AUGUST 14, 2023

I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe.

Technology 98

Technology Customer Experience Customers 98

Kristina Evey

SEPTEMBER 13, 2018

One of the main drivers of customer defection is irritation. When customers experience frustration and irritation with a company, they begin to look elsewhere. Where do your customer possibly experience irritation and frustration when working with your company? Experience what your customers experience.

Customer Experience 243

Customer Experience Conference Customers Connections 243

InMoment XI

FEBRUARY 13, 2020

And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. In many important ways, healthcare organizations and consumer businesses are fundamentally different. That means patients are better informed about their healthcare choices. And they are. View Article.

Healthcare 260

Healthcare Customer Experience Consumers Customers 260

Kristina Evey

APRIL 9, 2019

Shownotes… Transformational Leadership for Customer Experience Success Truly understanding and embracing the CX and EX is essential for long-lasting business … Read More Episode 46 – Transformational Customer Experience Leadership.

Leadership 120

Leadership Customer Experience Customers 120

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 69

Innovation Customer Experience Trends Tools 69

InMoment XI

AUGUST 15, 2023

More and more companies are realizing that the customer experience is more important than ever before. As a matter of fact, customer-centric companies are 60% more profitable than companies that don’t focus on customers. What Are Predictive Analytics Tools?

Analytics 260

Analytics Tools Customer Experience Retail 260

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives?

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

InMoment XI

AUGUST 3, 2022

One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

Helpware

MAY 23, 2023

At the top of that list are what is it, what does it have in store for us, and how can companies capitalize on Web3 to transform the customer experience as we know it? Needless to say, it begs a lot of questions.

Customer Experience 80

Customer Experience How To Customers Company 80

Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers. Let’s talk!

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer. And they should. Listen when they call to complain.

Customer Experience 409

Customer Experience Loyalty Feedback Customers 409

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CXS

OCTOBER 2, 2020

One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020. Many organizations paused and had to re-imagine how they will conduct business moving forward.

B2B 195

B2B Customer Experience Customers 195

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Happy Enabled Employees = Happy Customers.

Customer Experience 136

Customer Experience Net Promoter Score Self Service Effort Score 136

Doing CX Right

JULY 9, 2022

Claire Boscq- Scott, Global Customer Service guru and three-time author, explains why and how to do mystery shopping right. The post Transforming Customer Experience Through Mystery Shopping appeared first on Doing CX Right.

Customer Experience 75

Customer Experience Competitive Advantage Customers Customer Service 75

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Check out our agenda to customize your ICUC experience. User Experience Lab. We continually look for feedback to improve our solutions to help you define and enhance the user experience. Technical Training.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The concept of the "Enterprise Startup." Walt Disney.

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it.

Customer Experience 112

Customer Experience How To Transportation Travel 112

TechSee

JUNE 12, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. AR creates a new digital experience that transforms the customer journey into an immersive visual interactive experience.

Self Service 152

Self Service Customer Experience Apparel Retail 152