CloudCherry

AUGUST 19, 2019

Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

Customer Centricity 218

Customer Centricity Culture Data Insurance 218

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

TechSee

AUGUST 19, 2019

When a company’s AI project is focused on customer service, it risks a double whammy if it fails: not only the wasted time and resources, but also embarrassment and frustration which can severely damage the brand and lead to higher customer churn. Lesson learned : it’s vital to manage expectations.

Customer Service 111

Customer Service Self Service Chatbots Contact Center 111

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. By Donna Horrigan.

Banking 50

Banking Financial Trends Loyalty 50