Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Tune in to hear how a CX Charter can help change influence into authority. Resources Mentioned: CX Charter Guidebook CX Mission Statement Workbook CX Success Statement Workbook Join the Waitlist for the CXI® Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Guidelines 143

Guidelines Resources Customer Experience Customers 143

ShepHyken

FEBRUARY 26, 2024

What role does gaining true senior executive alignment play in the success of transformative initiatives? Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. ” ” Gaining true senior executive alignment is critical for successful transformations.

Leadership 92

Leadership Communication Strategy Customer Experience 92

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Published on: August 05, 2022.

B2B 148

B2B Interaction Management Customer Experience 148

Eptica

NOVEMBER 18, 2022

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre.

System 126

System Tips Customer Service Management 126

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Banking 126

Banking Trends Report Technology 126

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Tom Peters, Author & Keynote Speaker.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

The DiJulius Group

APRIL 10, 2024

If you’ve ever felt like your work environment was stifling your potential, that’s the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution. We unravel the threads that bind employee happiness and business success.

Employee Experience 52

Employee Experience Groups Customer Service Customer Experience 52

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts.

Conference 80

Conference Analytics Connections Tips 80

ECXO

SEPTEMBER 30, 2023

Discover the power of a customer-centric culture for sustainable business success. As a Customer Centricity Advisor, Keynote Speaker, and Author, her mission is to guide businesses toward a competitive edge through customer-centric strategies. Learn how empathy can drive better customer relationships. Who is Ilenia Vidili?

Meeting 98

Meeting Customer Centricity B2C Culture 98

AWS Machine Learning

FEBRUARY 6, 2024

A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications, amendments, supplements, and reports to the FDA. This revolutionary approach compresses the time and effort spent on CTD authoring.

Government 104

Government Report System Guidelines 104

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service Interaction Customers Engagement 126

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

Self Service 118

Self Service How To Interaction Strategy 118

ECXO

NOVEMBER 19, 2023

We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. The post Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof.

Customer Centricity 122

Customer Centricity Metrics NPS Leadership 122

ShepHyken

OCTOBER 16, 2023

Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives. The metric that matters the most is the success and thriving of the customer’s business. ” About: Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker.

Customer Experience 87

Customer Experience B2C Government B2B 87

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.

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ShepHyken

DECEMBER 25, 2023

Once you find success, it doesn’t mean you should stop. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. Never assume you know what your customer wants without looking at data.

How To 87

How To Analytics Feedback Customers 87

Adrian Swinscoe

JUNE 12, 2023

This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.

Customer Experience 98

Customer Experience Customers Company 98

AWS Machine Learning

OCTOBER 4, 2023

Prior authorization is a crucial process in healthcare that involves the approval of medical treatments or procedures before they are carried out. However, prior authorization can be a time-consuming and complex process that requires a lot of paperwork and communication between healthcare providers, insurance companies, and patients.

Healthcare 92

Healthcare Insurance Resources Transportation 92

ShepHyken

DECEMBER 11, 2023

Encouraging and reinforcing customer-centric behavior and sharing success stories during team meetings can motivate and guide employees toward delivering outstanding customer service. He is the author of six bestselling books. Quotes: “It all starts with leadership. ” “Most loyalty programs are transactional.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. How can companies ensure that they are ready for a successful Mother’s Day and can deal with any unforeseen problems? Published on: March 18, 2022.

Customer Service 122

Customer Service Customers Interaction Engagement 122

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. How to plan for customer service success at peak times.

Tips 123

Tips Measurement Interaction Management 123

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Four key considerations for customer self-service success. Published on: February 14, 2022. The three areas to focus on to empower your agents.

Self Service 133

Self Service Customer Experience Trends Video 133

ShepHyken

SEPTEMBER 4, 2023

First, the author cites plenty of stats and findings to support the importance of customer service and CX. Second, the author challenges the status quo with his take on why many people misinterpret the meaning of CX. Magazine) Customer retention is a crucial aspect of any successful business. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Doing CX Right

MARCH 2, 2024

Stacy Sherman and featured guest, Greg Mckeon, New York Times best selling author, explain how to make customer experiences effortless. Simplify work, align with needs, and validate assumptions for success. Listen to podcast now.

Customer Experience 52

Customer Experience How To Customers Customer Service 52

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. 4 areas to focus on for successful CX in 2021. Learning from Santa’s customer service success. Published on: February 19, 2021.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology How To Video Customer Service 127

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Author: Pauline Ashenden - Demand Generation Manager The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent.

Management 127

Management Culture Trends Interaction 127

ShepHyken

MARCH 6, 2023

Quotes: “Customer success is putting the customer at the heart of all that you do.” ” About: Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution. How do you define customer success?

Feedback 125

Feedback Company Knowledge Base Contact Center 125

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. billion between now and 2025. billion between now and 2025. Read the full article on our parent company Enghouse Interactive’s site here.

Customer Service 121

Customer Service Analytics Resources Customers 121

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. Published on: October 04, 2021.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

ECXO

DECEMBER 20, 2023

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. Who is Lior Arussy?

Airlines 69

Airlines Culture Innovation Groups 69

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Author: HubSpot Snapshot: .

Infographics 98

Infographics Customer Success Tips Metrics 98

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

Customer Service 115

Customer Service How To Resources Tips 115

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. You might also be interested in these posts: 6 keys to success for outsourced customer service providers. Published on: January 17, 2022. Share this page on: Tweet.

Analytics 127

Analytics Data Customer Service Trends 127

ShepHyken

JANUARY 29, 2024

He’s also co-author of the best-selling book, Smart Customers, Stupid Companies , and his latest, Experience Rules!, Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   which he wrote with Diane Magers.

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Self Service 103

Self Service Customer Service Customers Industry 103

Clarivate

JULY 27, 2023

By tapping into existing data like cited reference lists to identify trends in authors’ publication habits , you can evaluate the scholarly contributions of individuals and institutions, identify important works in a field, and make informed decisions about resource allocation, funding, and collection management in libraries.

Analysis 92

Analysis Tools Management Report 92