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The CX Champions

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CHAMPION. A simple search will tell you it’s, ‘a person who fights or argues for a cause or on behalf of someone else.’ Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things.

Top 12 CX Champ Winners

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Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list.

Keys to Uniting the C-Suite with CX

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C-Suite…UNITE! Take up the battle cry and learn the keys to finding that oft-elusive C-Suite Unity in this week’s ‘Sweets of CX’ podcast.

Empowering CX with employees first

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

K.I.S.S (Keeping it Simple Stupid)

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No, we’re not talking about the chocolate variety.

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How Visual Engagement Tools Can Streamline Online Banking Experience

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Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely.

Things You Never Think About When Implementing a CX Program

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Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor.

Breaking the Status Quo of CX — Part 1

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A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson.

EX vs CX and how they need to align

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Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Breaking the Status Quo of CX — Part 2

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Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling.

More Than Just Data: Why Actionable Insights Matter

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Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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Epic Fail of Customer Journey Mapping — Part 2

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In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective.

How Chat is Revolutionizing Customer Service

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Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Why customer service is an integral part of customer experience

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What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better.

Top women CXOs

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It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If If you want anything said, ask a man.

Game Changing Methods to Optimize Your Customer Experience

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Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

Promises, Promises, Promises.

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It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Creating a Customer-Centric Culture: Share Data with Purpose

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Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of.

A CX Snapshot: 2019 Insights from B2B Organizations

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Photo by Austin Distel. Photo by Ambrose Chua. Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years.

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You say you want a Revolution?

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Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

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Relating CX to Everything and The Rockstar Orgin story

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Wanna be a Rockstar? Take it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best in the world at what you do. You should be trying to be the ONLY person in the world that does what you do.”.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Humanizing The Customer Experience In Marketing

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Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is.

Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1)

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Photo by Van Tay Media. Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present.

Roadblocks on How to Fix Customer Retention

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‘L-eh eh eh- t’s…Let’s stay together (‘gether)’. Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going.

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19

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At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

What exactly IS a CX Vision?

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Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience.

Thank You is Never a Short Message

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You might have heard the news. If you haven’t please find it here. . It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Thank You is a never a short message

CloudCherry

You might have heard the news. If you haven’t please find it here [link]. It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Do you say you want a Revolution?

CloudCherry

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

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Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19

CloudCherry

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

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Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults.

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Designing The Customer Experience for Marketers

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Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing? This research appears to demonstrate a clear truth: it is often easier to say something than to do it.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!