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.

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.

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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.

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.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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?

Do AI and text analytics bring the death of surveys?

CX Ahead

This article was originally published on the CX Network – a leading platform for CX and Marketing senior leaders. It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s […]. The post Do AI and text analytics bring the death of surveys? appeared first on CX Ahead.

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.

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

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.

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How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

Why Customer Experience Is Now Job No. 1 for CEOs

MaritzCX

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 273

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Making the Automotive Service Experience Exceptional: Part 3 of 3

MaritzCX

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.

4 Keys to Successful Customer Communication in the Coronavirus Era

MaritzCX

This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.

How to Better Understand Shoppers by Using AI and ML

C3Centricity

We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.

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Customer Journey Mapping – are ‘static’ maps a waste of time and money?

ijgolding

Skip to content. +44 44 7770 736832 | ian@ijgolding.com. facebook twitter linkedin. Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Ian’s Blog Clients Gallery/Media Contact. Previous.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Free CSAT Calculator

GetFeedback

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

ROI 278

Current State of Affairs at Blue Ocean

BlueOcean

Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.

Tips to Keep Your Mind & Body Healthy While Working from Home

MaritzCX

With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes.

Tips 260

Deep Dive into NPS with the UK Consumer Study

MaritzCX

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.

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Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

What is the Difference Between Digital Experience and CX?

GetFeedback

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

5 Ways to Prove Your CX Metrics Are Impacting Business Results

GetFeedback

How to connect your CX results to the overall performance of your organization. Articles

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.