Steve DiGioia

JANUARY 3, 2022

According to Deloitte, in their paper, “ The True Value of Customer Experiences ”. Creating an effective customer experience is about more than just ensuring your customers receive the products and services they desire in a timely and efficient manner. It’s about the “experience”, and I’ve written about this many times.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Employee journey mapping. Empathy maps.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

Wired and Dangerous

MAY 4, 2020

CX (customer experience) has been hot for a few years. Social distancing and the need to wear a mask are likely to be with us for a long time. And, it is the consistency and sincerity of attitude that causes customers to tell friends about their innovative service experiences. It is a contagious attitude!

Customer relationships 132

Customer relationships Social Media Conference Banking 132

NICE inContact

JULY 1, 2019

But physical distance wasn’t the only thing separating the two contact center locations. By standardizing operations on CXone, however, Swedish Rail has been able to implement multiple interaction channels , including phone, email, SMS and social media.

Contact Center 141

Contact Center Transportation Travel Social Media 141

Experience Investigators by 360Connext

MARCH 17, 2020

We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. Customers, employees, partners, suppliers and everyone in between is confused. Shore up what you need to provide the best experience you can for these situations. Leaders want to lead.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

Second to None

JULY 22, 2020

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. The result is a more trusted customer experience.

Retail 114

Retail Guidelines Consumers Wait Times 114

Customer Bliss

MARCH 25, 2020

Addressing Employee Welfare Through Your Business Decisions. Today, I want to talk to you about addressing something that’s important, which is our employees, not only their welfare in terms of their homes and their safety, but their financial welfare as well. Next, they now also have a drive-through hamburger business.

Report 183

Report Financial Video Course 183

CSM Practice

JUNE 16, 2020

Businesses are getting ready to return to work in the physical workplace indicates that employers and employees are embracing the “new normal”, overcoming the fear of the COVID-19 pandemic and adapting to the new culture and best practice. Apply the 6-feet distancing of tables and chairs. Social Distancing. Start Small.

Travel 59

Travel Customer Success Survey Culture 59

Talkdesk

AUGUST 7, 2020

It’s no secret that organizations must rely on great customer experience (CX) as a competitive advantage to take their businesses to the next level. Additionally, cloud solutions can also provide proactive ways to manage various aspects of contact center operations such as security and employee performance.

Customer Experience 104

Customer Experience Competitive Advantage Contact Center Loyalty 104

Customer Bliss

SEPTEMBER 25, 2020

We discussed the effects that an increase in technological use has on companies, their employees, and the customers they serve. Bailey, author of “ Be the Spark ,” we talk about customer and employee experience and recognizing the power that we have as individuals to make a difference. How do I open the door for you?

Sports 160

Sports Leadership System Innovation 160

Michel Falcon Experience

MAY 17, 2020

My friend Shane Skillen and I surveyed 1,350 employees across North America and asked them dozens of questions about coming back to work. This is a massive threat because employee productivity and morale will need to be at an all-time high if the relaunch of businesses will be successful. will go back to school. Only 60.1% Plus, more.

Company 78

Company Report Survey Customer Service 78

Daniel Group

MAY 15, 2020

Keeping your customers engaged in a social distance environment. How can you keep your customers engaged in a social distancing environment? ” In this blog, you get tips and reminders about facial expressions and body language to help your employees maintain excellent customer experiences. .

Customer Service 59

Customer Service Tips Communication Customers 59

Wired and Dangerous

APRIL 6, 2020

Most of us are learning about social distancing and how to navigate a world of conference calls and WebExes. We find the top component in terms of “return on experience” is delivering a strong personal connection. What is your vision for the kind of service experience you want to consistently deliver to customers?

Connections 127

Connections Conference Consulting Communication 127

Integrity Solutions

SEPTEMBER 1, 2020

Now that external events and social distancing have put the in-person option on hold for the most part, we’re seeing something of a forced awakening around the possibilities of virtual learning. Effective virtual training gets people talking to each other, collaboratively solving problems and building on each other’s experiences.

Training 120

Training e-support Sales Engagement 120

Talkdesk

SEPTEMBER 21, 2020

When it became evident that the virus could not be contained, the need for social distancing to protect the health and safety of employees saw companies embark on a massive and unprecedented remote work experiment.

Contact Center 119

Contact Center Employee Engagement Survey Trends 119

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

TechSee

JANUARY 5, 2021

How will the company’s vaccine-related decisions affect their customers and employees? Let’s dive into the considerations that may affect future policies for employee vaccinations. Impact of Vaccine on Employees. Will employees feel negatively toward employers who do not mandate vaccinations?

Contact Center 109

Contact Center Policies Survey Consumers 109

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Omnichannel leaders are adapting to the next normal in customer experience by taking initiative across five key actions. The key differentiator is visible in companies that embraced adaptation.

Company 98

Company Omni-Channel Self Service Travel 98

Daniel Group

MAY 13, 2020

With faces covered and practicing social distancing measures, how do you change your behaviors so that customers feel welcome and become engaged? To answer the question of how we should behave when wearing a mask, you first need to understand the importance of body language for employees and customers.

Customer Service 64

Customer Service Customers Culture Communication 64

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Marketers already know the power of social responsibility efforts; protecting the environment, enhancing diversity and inclusion, fostering philanthropy and more.

Company 98

Company Airlines Telecommunications Social Media 98

Bold360

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Today’s To-Do: Redefine Customer and Employee Engagement.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. Onsite Support.

e-support 145

e-support Telecommunications Travel Video 145

SurveySparrow

JUNE 24, 2020

When used in combination with other preventive measures like social distancing and frequent hand washing, face shields can contribute a lot in protecting you from contracting the virus. The virus can contaminate surfaces touched by an infected person, who could be, in this case, an employee or customer. Social Distancing.

Guidelines 69

Guidelines How To Travel Meeting 69

Beyond Philosophy

MARCH 31, 2020

The economy is in shambles, many people around the world are in quarantine or being asked to keep a social distance. But there are other, not-travel related customer experience shambles too! So, if the digital experience becomes even more important, is your organization up to the task? The cost of life is dire.

Self Service 200

Self Service Airlines Hospitality Travel 200

TechSee

AUGUST 19, 2020

In the age of social distancing, is contact the new dirty word? Tactics for contactless and effortless experience. These technologies have come into their own during the pandemic, as they are ideally suited to work from home staff and ensure the safety of customers and employees alike. Self-Service.

Self Service 109

Self Service Consumers Banking Touchpoint 109

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. In times like these, you may have an employee iceberg too! There's only 1 thing you can do to find out how your employees are doing and that's. Here's an overview: 1. Upload your data via excel.

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda? And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?

Customer Experience 98

Customer Experience eBook ROI Customer Journeys 98

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

BirdEye

SEPTEMBER 23, 2020

This also is a great way to reduce the amount of time your employees spend on the phone answering questions – Such as what are your hours today? Then, your employees can communicate with customers via SMS about their position in line. Are you open? Do you have X product in stock? Waitlist apps are a great example.

Communication 86

Communication Retail Technology Examples 86

SaleMove

MARCH 5, 2021

2020 and social distancing fundamentally changed how customers interact with businesses. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? . Meeting Members Where They Are With Virtual Branches.

Banking 89

Banking Case Study Financial Video 89

Hallmark Business Connections

JULY 22, 2021

Aside from the practical, financial, and moral concerns, your employees have dealt with, one of the biggest crises they’re experiencing is a drop in morale as they continue to deal with this “new normal.”. Humans thrive on social interaction. 5 Ways Businesses Can Appreciate Employees from a Distance.

How To 98

How To Employee Engagement Video Culture 98

Totango

MARCH 25, 2021

As protecting and growing customers became the number one priority, businesses looked to technology to help them adapt to the rapidly changing circumstances and stay close to their customers while remaining socially distanced. Wisr builds Digital CS operations from scratch. Digital Customer Success = 1 COVID = 0.

Customer Success 62

Customer Success Hospitality Hotels B2B 62

Talkdesk

JUNE 5, 2020

As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. Questions arise around whether employees are distracted, burnt out and/or properly equipped with tools. The change was not easy.

Tools 86

Tools Contact Center Wireless Government 86

Hallmark Business Connections

AUGUST 26, 2021

Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Elevating the Workers Who Are the Heart of the Customer Experience. Heralding Customer Care Employees in 2021. According to McKinsey & Co.

Customer Service 77

Customer Service Case Study Customer Service Representative Entertainment 77

Strativity

MARCH 30, 2020

In particular, we’ve all had to find ways to adapt in order to preserve a safe physical distance from our fellow human beings. Companies worldwide are scrambling to adjust their practices resulting in many employees now working remotely. For others, the sudden requirement to have employees work from home is precarious and even painful.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

CSM Magazine

JULY 13, 2020

Stay at home orders and mandatory shutdowns have significantly altered consumer behavior and shopping habits, disrupting the brick & mortar retail industry and leaving millions of customer service employees without a job. About the Author. Sue Marcus is the Regional President at Randstad Sourceright North America.

Customer Service 52

Customer Service Trends Retail Customer Service Representative 52