CX Ahead

Is Having a Horde of Promoters REALLY the Key to Your Customer Experience Strategy?

CX Ahead

This article was originally published on the Worthix blog, a cutting-edge AI-based voice of the customer software. If there is one thing that truly scares me when I talk with senior leaders at conferences, it’s the lack of forethought many have in choosing a metric for their business. These same executives spend weeks upon weeks reviewing the right […]. The post Is Having a Horde of Promoters REALLY the Key to Your Customer Experience Strategy? appeared first on CX Ahead.

Engagement lessons from Orlando, the world’s entertainment capital

CX Ahead

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders. Back in 2016, I wrote an article sharing that the biggest misconception around customer experience back then was that marketing would fully own the customer journey design. This […]. The post Engagement lessons from Orlando, the world’s entertainment capital appeared first on CX Ahead. Case Study Next Practice

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The future of banking is about enabling and delivering transformative customer experience

CX Ahead

To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences. Banks are on the verge of the highest level of economic value: staging […].

Nintendo: The tech company with CX at its gaming core

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design. People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the […]. The post Nintendo: The tech company with CX at its gaming core appeared first on CX Ahead.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

2018: The year of a more leveled CX playing field

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board. Year after year, we see people talking about the next 12 months as announcing a fantastic […]. The post 2018: The year of a more leveled CX playing field appeared first on CX Ahead.

Designing memorable dining experiences through the finest of technology

CX Ahead

This article was originally published on the CX Network, a leading portal for senior decision makers in #CX and #Marketing. The latest tech is helping to streamline CX in the hospitality industry, but what are some of the key players to look at to create that unforgettable experience? There is no denying that over the […]. The post Designing memorable dining experiences through the finest of technology appeared first on CX Ahead. Case Study Next Practice

Customer experience in the era of 3.0 FinTech

CX Ahead

This article on FinTech was oringinally published on the CX Network. If you want to read another article on FinTech, you can read my take on the future of the ATM. The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and […]. The post Customer experience in the era of 3.0 FinTech appeared first on CX Ahead.

Defining the new normal with AI: How the Nordics are transforming CX

CX Ahead

This article was first published on the CX Network. It was later re-published on the AI Intelligent Automation Network. What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. […]. The post Defining the new normal with AI: How the Nordics are transforming CX appeared first on CX Ahead.

3 success factors when implementing customer experience best practice*

CX Ahead

This article was first published on Nunwood.com – the Customer Experience Blog. It is the exclusive property of KPMG Nunwood, part of KPMG in the UK. KPMG Nunwood believes] in identifying the driving forces behind creating great experiences and helping [their] clients implement superior experiences on the back of this insight. Understanding the DNA of […]. The post 3 success factors when implementing customer experience best practice* appeared first on CX Ahead.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

Love Your Employees As Much As You Love Your Customers

Kerry Bodine

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

How To 383

Webinar: Strategies to Navigate CX Demands for the Contact Center

Kerry Bodine

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

5 customer experience trends to watch for in 2021

GetFeedback

How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

Trends 352

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Top 20 Most Popular Customer Centricity Articles of 2020

C3Centricity

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer experience in 2021: Which trends are here to stay, according to top CX leaders

GetFeedback

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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Customer loyalty survey questions

GetFeedback

20 essential customer loyalty survey questions and surveying best practices. Guides

Interview with CX Ambassador Matthew Phillip

GetFeedback

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

Top 10 Customer Experience Posts of 2020

Kerry Bodine

It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Attention Marketers: Introducing Our New 3-Part Virtual Journey Mapping Bootcamp

Kerry Bodine

I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

How To 500

Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Experience Investigators by 360Connext

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

NICE inContact

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances.

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

3 Leadership Principles to Help Advance Your Employee and Customer Experience

Customer Bliss

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. .

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

How to Deliver a Seamless Customer Experience in the New Normal

GetFeedback

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides