Experience Investigators by 360Connext

AUGUST 9, 2022

The number one item on this list of seven, may be my favorite: Be Proactive — Focus and act on what you can control and influence instead of what you can’t. Can this principle apply to customer experience? That’s why CX leaders must do everything they can to be proactive about their customer experience strategy.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Experience Investigators by 360Connext

AUGUST 29, 2023

”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”

Customer Experience 143

Customer Experience Customer Service Customers Resources 143

Experience Investigators by 360Connext

DECEMBER 5, 2023

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won’t escape our analysis. Let’s talk!

Analysis 143

Analysis Customer relationships Resources Meeting 143

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. Give inconsistent or incorrect answers to customers.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Feedbackly

SEPTEMBER 26, 2023

Customer experience reflects the relationship that a business co-creates with its customers. But, the attributes of CX continue to evolve with the dynamics and growing unpredictability of the business landscape. Here are the attributes and strategies that will shape the future of CX.

Management 98

Management ROI Touchpoint Comparison 98

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Omnichannel customer engagement software offers a solution.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Kustomer

JUNE 30, 2022

As the modern retail experience has shifted in recent years, so have the expectations of the modern consumer. Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. What Is Proactive Customer Support?

Examples 95

Examples Self Service e-support Chatbots 95

BlueOcean

JULY 8, 2020

In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Read on for more insight on what’s trending in customer service. Customer experience expert Adam Toporek has noticed a lot of talk about empathy lately – and rightly so.

Trends 156

Trends Customer Service Contact Center Metrics 156

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

Omni-Channel 52

Omni-Channel Fashion Groups Culture 52

Conversocial

APRIL 6, 2021

Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement.

Contact Center 104

Contact Center Customer Engagement Customer Expectations Customers 104

Cyara

JULY 19, 2022

How Proactive, Continuous Testing Can Save You Significantly in the Long Run. No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread and butter.

Call Center 67

Call Center Resources Industry Customer Experience 67

ShepHyken

MARCH 27, 2023

Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot. The customer should have to repeat everything they just said.

Self Service 64

Self Service Omni-Channel Chatbots Customer Expectations 64

CX Journey

OCTOBER 3, 2018

This week, we are celebrating CX Day and Customer Service Week. I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

Customer Experience 180

Customer Experience Customer Service Touchpoint Customers 180

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies System 152

Kustomer

JANUARY 11, 2022

Therefore, this is the ideal moment to harness that energy and provide a well-rounded customer experience. And research has shown that a growing number of consumers expect personalized, seamless, and swift customer service. Customer Experience Vs Customer Service.

e-support 105

e-support Effort Score Retail Analytics 105

Thematic

FEBRUARY 19, 2024

trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. How do you measure CX?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. How do you measure CX?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. And In a post-pandemic world, plagued by inflation and delays, reactive support is no longer the only form of support that consumers expect.

Self Service 98

Self Service Knowledge Base Chatbots Consumers 98

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. During this CX process, it’s critical that the CCO “earns” the right to people’s engagement in the work across the organization.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Customer Loyalty. CX Quality Factors.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Kristina Evey

OCTOBER 16, 2018

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. Customer Success (CS).

Customer Experience 136

Customer Experience Customer Success Culture Customers 136

Vonage

JANUARY 30, 2019

The net impact will be a significant shift from reactive to proactive responsiveness. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes. Omni-Channel Design.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. But it’s also this unexpected component that makes it exciting for people who turn CX into a career. This year we’ve recognized 12 of these brave souls as our founding CX Ambassadors. . We collect and analyze customer feedback.

Self Service 150

Self Service Culture Feedback Government 150

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Bolder expansions : CX insight-inspired roll-outs, business models, mergers.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

NICE inContact

OCTOBER 28, 2019

And as long as there have been customers, there has been customer service. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had a personal interest in taking care of them. Customer service has come a long way in the last 1,500 centuries.

Customer Service 120

Customer Service Social Media Omni-Channel Interaction 120

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Foster Good Employee Experience. If you want happy customers, you need happy employees.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. Serve Customers with Passion.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand. What Is Customer Experience? TABLE OF CONTENTS.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. For revenue to continue to flow, customers must continue to use products.

B2B 86

B2B Knowledge Base Resources Report 86

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207