InMoment XI

APRIL 14, 2020

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. 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.

Tips 346

Tips NPS Customer Experience System 346

InMoment XI

JULY 14, 2022

The analysis uncovered that locations with the highest percentages of customer spend had, higher CX scores, lower employee churn, and on average, 34.41% higher rate of positive first impression scores. The brand leveraged InMoment’s Explore and Coach tools to sort feedback at the highest-performing locations.

Feedback 529

Feedback Effort Score Retail Metrics 529

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. CX professionals need to know what to do with their feedback, tell a story with that feedback, and be able to adapt their approach to the customer experience as their business and the market evolve.

Feedback 493

Feedback Management Self Service Conference 493

InMoment XI

JANUARY 22, 2024

CX will be forever changed in the world of retail banking in the coming years by the unstoppable wake of AI. AI is Everywhere: From pet communication devices, smart toilets, dating coaches–AI is becoming intertwined with every facet of society. This somewhat novel tech isn’t just a tool, but a revolution of sorts.

Banking 260

Banking Financial Social Media Chatbots 260

Kerry Bodine

NOVEMBER 28, 2022

Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Save $200 on six months of group coaching. It ’s Cyber Monday, and that means savings! Use code CYBER500 at checkout.

Training 24

Training Customer Journeys Sales Course 24

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them. Experience Action Podcast] Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Culture 143

Culture Resources Feedback Customer Experience 143

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

Feedbackly

OCTOBER 10, 2023

Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right. Personalization is a hot topic.

Measurement 98

Measurement Ecommerce Customer Experience How To 98

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. We have mentors and coaches. After graduation, as coaches, remind them of your customer CARE excellence strategies.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. ” John DiJulius.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

NICE inContact

JUNE 9, 2021

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. As the late US football coach Vince Lombardi said, "It takes months to find a customer… seconds to lose one.”. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting.

Contact Center 156

Contact Center Loyalty Customers Brands 156

Experience Investigators by 360Connext

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. We recommend training on the basics, like: What the heck is CX and why does it matter? A strategy. A business discipline.

How To 378

How To Customer Journeys Culture Training 378

Kate Nasser

JANUARY 14, 2024

Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com. Persistent causes of horrible customer experience & patient experience & how to address them.

Customer Experience 61

Customer Experience Customers How To Customer Care 61

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Kate Nasser

MAY 22, 2022

Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com. Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them.

Leadership 126

Leadership Strategy Customer Experience Customers 126

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Register Now.

Call Center 223

Call Center Contact Center How To Case Study 223

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Travel Healthcare Conference 182

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Travel Healthcare Conference 182

Heart of the Customer

JULY 7, 2020

During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Tips 174

Tips Customers Strategy Customer Experience 174

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Matters

JULY 9, 2018

So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University.

Leadership 174

Leadership Sports Customer Experience How To 174

Experience Investigators by 360Connext

NOVEMBER 16, 2021

The best way to do this is to tie it all back to your CX Success Statement Whoops! which ties your CX initiatives to larger organizational and leadership goals. Create Your Own CX Success Statement with our FREE CX Success Statement Workbook. Curiosity is a great trait for CX leaders and teams.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

Kate Nasser

JUNE 25, 2023

Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX CX appeared first on KateNasser.com. Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions.

Customers 88

Customers Customer Care Leadership Customer Service 88

Customer Bliss

SEPTEMBER 19, 2019

How do you lead an organization’s CX when there’s no blueprint for you to follow? After gathering the collective feedback , she developed a coaching model to help usher in a new employee and patient experience. These coaches also teach and educate the departments on the various CX processes.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching. Expert Panel Reflects On Sad Social Media Rants to Reveal 7 Surprising CX Insights.

Social Media 218

Social Media Call Center Study Contact Center 218

Doing CX Right

MARCH 12, 2023

Cynthia James, Author, International Coach and TedX Speaker, explains why “Your Voice Matters” and tactics for speaking up to increase success in your business and life. The post The Art of Mastering Your Authentic Voice for Maximum Success appeared first on Doing CX Right.

96

96

CloudCherry

NOVEMBER 3, 2019

“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of CustomerServiceLife.com , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself.

Insurance 150

Insurance Customer Experience Management Leadership Tips 150

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Training 59

Training Telecommunications Contact Center e-support 59

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 136

Customer Service Effort Score Sports Conference 136

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

Kate Nasser

OCTOBER 29, 2023

Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com. Your people skills blunders w/ others happen when your ego trips and sinks you.

Examples 63

Examples Communication Leadership Customer Service 63

CloudCherry

FEBRUARY 6, 2020

All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. So, where DO things currently stand in terms of IT and CX? So, what brand has impressed our expert with its excellent CX? Now THAT’s some seriously successful CX! After all, he wrote the book. (No And how did we end up here?

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The 2023 CX Agents report is available to download here. The 2023 CX Agents report is available to download here. CX leaders focus on soft skills.

Training 52

Training Report Contact Center Telecommunications 52