Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Accessibility is the experience. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Storyminers

JANUARY 20, 2021

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series.

Leadership 246

Leadership Culture Employee Experience Resources 246

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Get hands on with the technology. 5 experiences that really matter at work. See what’s new in employee experience (EX).

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Culture 93

ShepHyken

JANUARY 6, 2020

That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. The best customer experience starts with a great employee experience.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Design your employee and customer experiences to align common outcomes Today’s customers are more technologically savvy than ever, and their experiences over the past year have only increased their digital proficiency.

Engagement 246

Engagement Contact Center How To Metrics 246

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Company 26

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. (The Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

Strativity

DECEMBER 12, 2019

The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail Trends Ecommerce Consulting 65

Oracle

MARCH 16, 2020

66% of organizations use at least one emerging technology, including AI, VR, AR, and IoT, according to a recent survey. The same survey reports that those that use these technologies are noticing improved customer experience performance and higher customer satisfaction. But what do these technologies look like in real life?

Retail 60

Retail Innovation Net Promoter Score Effort Score 60

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020! Here are a few ideas to get you started.

Customer Service 66

Customer Service Hospitality Virtual Agent Loyalty 66

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

InMoment XI

MARCH 14, 2023

Peggy: I have been in this industry for over 25 years, and back then, it was all about process-focused engineering and technology—and that’s great. Still, we’ve seen the pervasiveness of electronics, and everything we use—from work to play—is packed with technology to make our lives easier. That’s a Wrap!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Qualtrics

FEBRUARY 4, 2021

IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture. The most obvious IT problem in 2020 was, “How can we get everybody working remotely, immediately?”

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score Airlines Contact Center 85

Qualtrics

NOVEMBER 26, 2019

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. The future of employee experience won’t be siloed within one team. According to the Chinese calendar, 2020 is the Year Of The Rat. Companies will seek out the bad (not just the good). EX won’t just sit with HR.

Employee Experience 49

Employee Experience Employee Engagement Government Data 49

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. Monitor Your Customer Experience with Real-Time Dashboards.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

PeopleMetrics

APRIL 8, 2020

Technology industry workers are most satisfied (65%), while Transportation industry workers are least satisfied (29%). 20% of employees are required to work on site, while 42% are required to work from home. Topic: Employee Experience. Click here to register.

Transportation 133

Transportation Employee Experience Study Survey 133

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. Transition to work-at-home with legacy technology. Getting the employee experience right is essential to developing and retaining top talent.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. The question is, do they really improve your customer service?

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. More than 65% of the U.S. More than 65% of the U.S.

Employee Experience 26

Employee Experience Study Technology Feedback 26

Qualtrics

APRIL 26, 2021

First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. To do this well, leaders need to capture insights across the business to make informed changes improving the employee experience.

Employee Experience 26

Employee Experience Customer Experience Video Meeting 26

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . DEI is highly connected to employee engagement , job satisfaction, and retention. How can technology help with greater DEI in your organization?

Technology 29

Technology How To Employee Experience Employee Engagement 29

PeopleMetrics

FEBRUARY 25, 2021

We highlight: Features we added in 2020. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

Roadmap 108

Roadmap Management CEM Software 108

inmoment

JANUARY 2, 2020

Here are some of the best practices to incorporate into your CX strategy in 2020. #1: With our technology, Foot Locker could more easily hear, understand, and solve any customer complaints or feedback, effectively strengthening the brand-to-consumer relationship. 3: Experience a 360-degree view of feedback. The good news?

Metrics 52

Metrics Ecommerce Feedback Consumers 52

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-. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. And we ain’t mad about it!

Leadership 170

Leadership Consulting Video Government 170

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. Get hands on with the technology. Enable happier, more productive employees through great technology experiences.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Forrester's Customer Insights

FEBRUARY 19, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague, Madeline Cyr, and I interviewed experts within Forrester for our series: “Applying 2020 Predictions To Retail.” Madeline Cyr: […].

Retail 46

Retail Industry Data Technology 46

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Customer experience becomes immersive.

Trends 174

Trends Retail e-support Technology 174

Forrester's Customer Insights

OCTOBER 28, 2019

In 2020, CIOs at leading firms will help their firms turn uncertainty into opportunity by transforming customer and employee experiences.

Employee Experience 37

Employee Experience Customer Experience Customers Technology 37

inmoment

JANUARY 2, 2020

Here are some of the best practices to incorporate into your CX strategy in 2020. #1: With our technology, Foot Locker could more easily hear, understand, and solve any customer complaints or feedback, effectively strengthening the brand-to-consumer relationship. 3: Experience a 360-degree view of feedback. The good news?

Metrics 40

Metrics Ecommerce Feedback Consumers 40

Comm100

JUNE 15, 2020

The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. The technology is simply not there yet, and it may never truly get there. In our latest 2020 Live Chat Benchmark Report , we found that chatbots handle 68.9% Check out other intelligent functions here.).

Chatbots 162

Chatbots ROI Training Employee Experience 162

Forcivity Salesforce

AUGUST 17, 2021

The award recognizes 1,100% growth from 2017-2020 and follows an impressive first-time appearance last year. 5000 been very competitive within their markets, but this year’s list also proved especially resilient and flexible given 2020’s unprecedented challenges. 5000 list for the second year in a row. Learn more about Forcivity.

Exceptional Customer Service 98

Exceptional Customer Service Consulting Groups Brands 98

Quadient

OCTOBER 28, 2021

Overwhelming research supports that enhancing employee experience directly enhances customer experience, with studies showing that companies with highly engaged employees outperform by up to 147 percent. Successful customer experience strategies stem from empathetic, customer-centric cultures. Customer Experience.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

Confirmit

FEBRUARY 5, 2020

On this journey, we’ve been lucky enough to celebrate our clients’ accomplishments, and the advancements in technology, approaches and methodologies along the way. As companies race to meet increasing customer demands, advancements in digital technology help to meet their customers’ expectations. Not least, its name!

Customer Voice 52

Customer Voice Tips Meeting Feedback 52