Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019. And mean it.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which trends will matter?

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

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. Now is the time to embrace Experience Leadership as your primary focus. Excellence?

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

Vonage

JANUARY 30, 2019

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Aligning Quality Management With Customer Experience.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

The DiJulius Group

JANUARY 2, 2020

The Best Customer Service Articles from 2019 The results are in, and here are The DiJulius Group subscribers’ favorite articles of 2019 ranked by popularity. Want to keep your leadership team motivated about Customer service all year? Sign them up for our. Read Full Article. Read Full Article.

Customer Service 58

Customer Service Leadership Groups Customers 58

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 117

Customer Service Leadership Ecommerce Culture 117

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Click here to see the full Pulse 2019 agenda.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. However, I do recall ending 2019 with a very positive outlook on the year ahead. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals.

Leadership 72

Leadership Customer Experience Consulting Roadmap 72

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which trends will matter?

Customer Journeys 110

Customer Journeys Wait Times Contact Center Trends 110

Kristina Evey

JANUARY 7, 2019

Shownotes: #31 – New Year, New Role, New Focus Phase 1 : Get your own perspective “Shop your company” Talk … Read More Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts. The post Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts appeared first on Kristina Evey. Talk to EVERYONE.

Government 120

Government Leadership Feedback Customer Journeys 120

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. 68 Customer Support Email Address Name Ideas.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Oracle

MARCH 4, 2019

The digital customer experience evolves rapidly. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence. Here are 4 tips for improving the digital customer experience in 2019.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Leadership is where it starts, and then it permeates throughout the organization.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). I’m 35 years into this work with customer experience, and I’m still happy and excited. What makes you giggle?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Experience Investigators by 360Connext

DECEMBER 8, 2020

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. What was the top priority for our customer experience goals? What did customers love?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. Only then will they be able to truly differentiate their organisation and help drive growth.”

Customer Service 78

Customer Service CRM Report Leadership 78

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customers Customer Experience Design Customer relationships 127

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Totango

FEBRUARY 25, 2019

We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Customer Success Summit Conference Global Executive Forum. When: April 15-17, 2019. Here’s everything you need to know.

Conference 49

Conference Customer Success Customer Centricity Leadership 49

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. And, that’s what this article is about.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. The transaction will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry.

Leadership 93

Leadership Financial Telecommunications Software 93

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 110

Customer Service Survey Case Study Training 110

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. Here are seven of them.

Customer Service 108

Customer Service Call Center Feedback Culture 108

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. CustExp – Customer Experience. here are the top 10: #AI - Artificial Intelligence.

Conference 66

Conference Leadership Culture Customer Centricity 66

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this? Take Advantage of Social Media.

Social Media 146

Social Media How To Culture Customer Centricity 146

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

Alliance by IFS

JUNE 7, 2019

Astea Executive Leadership to Present at the 2019 Stifel Cross Sector Insight Conference on June 10. HORSHAM, PA (June 7, 2019) — Astea International Inc., HORSHAM, PA (June 7, 2019) — Astea International Inc., © 2019 Astea International Inc. The conference will be held at the InterContinental Hotel in Boston, MA.

Conference 50

Conference Hotels Leadership Financial 50

Alida

OCTOBER 30, 2019

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Read more about Kelly’s career journey and thoughts on leadership in her recent interview with Authority Magazine. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

Chief Customer Officer 187

Chief Customer Officer Leadership Software Report 187

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service? Bad mouthing customers. .

Customer Service 184

Customer Service Leadership Ecommerce Metrics 184

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership.

Leadership 170

Leadership Consulting Video Government 170