InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had. For as long as there has been business, there have been customers. What Is Digital Experience?

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Comm100

NOVEMBER 21, 2023

A Government must understand its citizens One of the reasons political misinformation spreads so easily and so rampantly is that there’s a communication barrier between citizens and the government. Truth be told, politicians shouldn’t be regarded or seen as celebrities with whom citizens have parasocial relationships.

Government 239

Government Communication Engagement Social Media 239

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

InMoment XI

JANUARY 16, 2024

Contact Center AI, also known as contact center artificial intelligence is the technology that leverages artificial intelligence and machine learning to optimize customer interactions within a contact center. Artificial Intelligence (AI) is being used by more and more businesses every day. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This feeling fosters a deeper emotional connection between the customer and the brand. But how do you respond in a way that’s both genuine and impactful?

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. They seek emotional engagement and experiences that resonate on a personal level.

B2C 52

B2C B2B Leadership Culture 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Experience Investigators by 360Connext

JANUARY 23, 2024

So when customers who have an established relationship with a brand are treated in the same way as, and I say this literally, everyone else, then that can lead to feeling unseen and unrecognized. It feels like the world is changing at lightning speed. Let’s discuss common missteps, mistakes, and general mayhem to avoid!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Team Support

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Lumoa

MAY 5, 2022

It can open up new opportunities, additional sales and long-term customer relationships. Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. In This Article: What is Customer Experience?

Strategy 277

Strategy Customer Experience How To Analysis 277

SurveySparrow

MAY 7, 2024

And, simplifying employee performance reviews and coordinating staff objectives with corporate goals are two benefits of a smart performance management software solution. Well, you need to know all of them to strategically align your employees’ work with your organization’s goals. What is Performance Management?

Software 52

Software Management Employee Engagement Policies 52

Horizon CX

MAY 19, 2023

Resistance to Change: People within an organization, including employees, managers, and leaders, may resist change due to fear of the unknown, loss of control, or the perceived threat to their current roles and responsibilities. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

FEBRUARY 16, 2023

Learning what your customers think about your products or services isn’t difficult. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? Ready to dive in?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center How To Call Center Gamification 78

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. It’s a fascinating tale of desire, aspiration, and constant innovation. Let’s see… In the beginning, there was the customer. Far from it!

Chatbots 85

Chatbots Technology Innovation Interaction 85

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations. Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. Each customer experience strategy requires clearly defined goals.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. Each customer experience strategy requires clearly defined goals.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Accessible learning content within any platform helps your potential learners get comfortable, confident, and out into their roles as quickly as possible.

ROI 52

ROI Training How To Course 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. Look through the lens of key stages in the employee lifecycle to redefine and help sharpen the focus—particularly for areas that have traditionally not been a priority for manufacturers.

Leadership 59

Leadership Culture Competitive Advantage Study 59

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

JUNE 20, 2023

But, the distinction between the two is fading. It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Where B2C goes, B2B follows. CX is everywhere.

B2B 120

B2B Brands Innovation Government 120

NobelBiz

FEBRUARY 27, 2024

Achieving these goals requires a special balance between the human touch and technological innovation. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Retently

APRIL 5, 2024

Moreover, the lines between online and physical commerce are blurring. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Experience Investigators by 360Connext

AUGUST 11, 2020

Think about your own relationships: Trust is built by showing up as promised. Employees working from home unexpectedly. Customers want to know they will continue to trust the overall experience will still provide what they need, when they need it, and in the way they expect. Trust is a core factor in facing the future of CX.

How To 271

How To Brands Touchpoint Customers 271

Retently

MARCH 10, 2022

There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients. The other causes of customer churn lie in different stages of your customer’s relationship with you. Customer Success and Churn. But what about the other 47%?

Self Service 148

Self Service e-support Poor Customer Service Customer Success 148

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Most contact centers recognize the importance of team leaders. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Engagement is ever-changing.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Knowledge Base 101

Knowledge Base Chatbots Self Service System 101

Customer Bliss

MARCH 18, 2020

For your employees, this means removing the fear of leaving their home for work. Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. In this time of Coronavirus…let goodness prevail, instead of fear. Show Your Kindness.

Financial 215

Financial Healthcare Policies e-support 215

NobelBiz

NOVEMBER 13, 2023

The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth. 70% of brands see a direct connection between customer service and performance. 70% of brands see a direct connection between customer service and performance.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111