Customer Bliss

How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way

Customer Bliss

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience?

Looking Ahead: the State of Customer Experience

Customer Bliss

How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

3 Downloadable Resources to Help You Earn Customer-Driven Growth

Customer Bliss

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother?

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Companies showing great CX in the wake of natural disasters

Customer Bliss

Honor Your Customers’ Time and Their Clock

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

A 3-Stage Approach to Your Company’s New Customer Experience

Customer Bliss

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something.

How to Grow as a CCO: 5 Lessons in Leadership

Customer Bliss

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!).

How Emotion-Driven Innovation Increases Customer Loyalty

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Make Memory Creation the Currency of Your Brand

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation

Customer Bliss

Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices.

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years.

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

Customer Bliss

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Improve Your Customers’ Lives, Then Earn the Score

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done.

How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use.

Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

Customer Bliss

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

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Enable Graceful Departures for Your Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

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4 Tactics to Building and Managing Customer Success with Allison Pickens

Customer Bliss

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role.

Focus on Earning a Long-Term Relationship, Not Making the Sale

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

Customer Bliss

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members

Customer Bliss

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing.

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Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Understand Your Customers’ Needs and Unlock the Value Chain with Thales Teixeira

Customer Bliss

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations?

How One Insurance Company Transformed its Customer Experience at the Enterprise Level

Customer Bliss

Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. .

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.