Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. Even as a high-level executive, he always took a hands-on approach, especially to customer service.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

InMoment XI

MARCH 6, 2024

Organizations that can monitor and manage customer feedback also often have a more complete understanding of their customers, and can easily measure customer satisfaction and loyalty. By understanding these gaps, businesses can adjust their offerings, communications, and processes to better align with customer expectations.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Before Yellowfin, Lee began his career at a software company call center, working his way up to team lead, manager, then a VP to handle client success.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Over time, you can create a blended metric that includes additional customer feedback data (about particular touchpoints), outcome data (like renewals), financial data (like sales), and operational data (like call center volume).

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. In most cases, CX professionals don't interact directly with customers.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

CX Journey

OCTOBER 27, 2015

I've seen positions posted with titles of Customer Experience This or Customer Experience That. Ironically, the postings were really sales/retail positions or call center/customer service jobs. And sadly, many of the job descriptions never even mentioned the customer ! How can that be?

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Forrester

SEPTEMBER 30, 2014

Unfortunately, customer experience professionals can make current problems worse -- and even cause new problems -- when they create the wrong CX standards. Remember the infamous Comcast customer-service call from the summer? But bad CX standards are worse than no standards at all.

Customer Experience 93

Customer Experience Call Center Customer Experience Professionals Metrics 93

Experience Investigators by 360Connext

JUNE 17, 2015

If you can find an hour, you can make these quick customer experience improvements: 1. Stop by your call center and listen in. I once made it a point to listen to just 10 incoming service calls for a client. Out of those 10 calls, 3 customers were searching for the same solution. Join me for free !

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! At the end of the call Delta asked me if I would hire the rep if I had a call center and I could rate from 1=definitely not to 5=definitely.

Comparison 120

Comparison Customer Experience Airlines Travel 120

NobelBiz

FEBRUARY 14, 2023

Enhanced data collection: A consistent process for collecting customer information and data makes tracking and analyzing customer interactions easier. This information is used to identify areas for improvement and monitor the call center’s overall performance.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

ShepHyken

JULY 10, 2018

How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. About : Jim Rembach is the president of Call Center Coach.

Call Center 41

Call Center Culture Leadership Customer Experience Professionals 41

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journeys 48

Customer Journeys Tips Customer Experience Professionals Customers 48

GetFeedback

JULY 19, 2019

This wonderful combination is what helps us really hear the Voice in Voice of the Customer. Storytelling: Your VoC program should tell the story of your customer. Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. And guess what?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. Tell me about your background. I was born in Iowa in the US – farm country.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. Their iOS and Android app.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Cyara

OCTOBER 1, 2018

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen.

Customer Experience Professionals 72

Customer Experience Professionals Customer Experience Company Contact Center 72

Beyond Philosophy

JANUARY 12, 2022

This prevents inbound calls – an important goal for any contact center, which is still widely considered a cost center.”. Second, IoT can make it easier to act upon customer concerns. Is there a cellular outage currently impacting the functionality of the product?). So, What Should You DO with IoT to Facilitate VoP?

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? On to his answer.

Culture 169

Culture Banking Metrics Employee Engagement 169

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journeys 26

Customer Journeys Tips Customer Experience Professionals Customers 26

Avaya

MAY 18, 2016

Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

Talkdesk

FEBRUARY 22, 2019

The promised potential of machines, machine learning, bots and artificial intelligence has contact center and customer experience professionals discussing the possibilities with increasing interest. We are far from the days, however, where machines will replace humans in matters dealing with non-trivial situations.

Comparison 49

Comparison Contact Center Customer Experience Professionals Interaction 49

Avaya

JULY 14, 2016

Automation in customer experience is all about making things faster, easier and more streamlined for customers so we don’t have to repeat ourselves multiple times, and explain our problems to different agents every time we contact an organization. Customers today expect to receive an always-on personal digital experience.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Kustomer

SEPTEMBER 6, 2018

He’s also the President of the Northeast Contact Center Forum , which puts on quarterly events for contact center and customer experience professionals. There he’s worked with some amazing brands like Tory Burch, David Yurman, and Rue La La among many others.

Exercises 61

Exercises Handbook e-support Contact Center 61

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

APRIL 26, 2018

Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. It is important to monitor your data sources over time to ensure that the quality of data is not deteriorating. Social media.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

Along with his expertise in customer expertise, Baer is also a content marketing expert offering social media-centric customer service advice. Jeanne Bliss , author, and blogger about customer experience, has over 35 years of experience as a customer experience professional. Jeanne Bliss.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Kustomer

APRIL 23, 2020

But when people are looking at the experience, there are a lot of definitions out there. Especially because your company Kustomer works very closely with customer service. We met at Customer Contact World, which is a conference that’s focused on bringing solutions to call centers and customer service.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. If your CX project reduces the amount of time that agents have to spend on the phone, that is a significant cost saving for support and call center teams. Check them out.

Exercises 97

Exercises ROI Conference Video 97

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Pointillist

OCTOBER 22, 2018

Today, the utilization of speech data is largely confined to recording call center transcripts. For instance, did the customer raise his voice? The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Putting it All Together.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. What about professionals who are looking at specialising in customer experience?

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65