Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IXDA Interaction 17. Chief Customer Officer USA.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Customer Bliss

JANUARY 10, 2019

Michael has worked at everything from startups to Fortune 50 companies leading contact centers, inside sales, and customer service. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. He has a degree from Westminster College and completed Seth Godin’s AltMBA.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Talkdesk

FEBRUARY 5, 2021

Before the pandemic, consumers shopped in physical spaces as an activity—a way to interact socially. Because customers can’t touch anything and social interactions are discouraged, the purposes and joys of shopping are limited. These interactive virtual shopping experiences are not going anywhere. Who’s who?”.

e-support 87

e-support Retail Contact Center Self Service 87

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries. Lower Labor Expenses.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Oracle

APRIL 19, 2018

— ICMI Contact Center Expo. The Customer Service Summit. WBR Luxury Interactive. Convene Conference Center, Old Slip; New York, NY. —. Chief Customer Officer Exchange. IMCI Contact Center Demo. Gartner IT Operations Strategies & Solutions Summit. May 15 – 17, 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

Solvvy

JUNE 12, 2018

Transform Your Customer Experience into Connected Omnichannel Journeys. George Despinic , Senior Product Marketing Manager for Contact Centers, Mitel. The modern customer journey is more complex and less predictable than ever. Jeanne Bliss , President, Customer Bliss. Tuesday, June 19 — 11:15 AM – 2 PM.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

CSM Magazine

AUGUST 22, 2019

Attendees will leave with strategies to: Build Voice of Customer Analytics into Your Proactive Support Strategy: Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations and improve overall customer experience.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Team HGS

AUGUST 22, 2017

Q1: Do any of your clients have more digital interaction than voice today? This client is seeing that 70% of interactions are digital and only 30% are phone calls. Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Great question! Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. She is known globally for transforming businesses to earn customer-driven growth. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience.

Omni-Channel 10

Omni-Channel Chief Customer Officer B2B Multi-Channel 10

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. She is known globally for transforming businesses to earn customer-driven growth. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? What are the KPIs that customers are focusing on today?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? What are the KPIs that customers are focusing on today?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Answer Dash

JANUARY 9, 2019

Each of these things has the power to dramatically impact customers and change how they interact with brands. The combination could completely change the face of customer experience moving forward. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Kustomer

SEPTEMBER 3, 2020

I mean, you’re looking at each individual interaction or on this journey and really trying to dissect what is the voice or how do we listen to that individual touch or what’s maybe a KPI that we can show how well that touchpoint is or is not driving the customer forward. Chief Customer Officer 2.0

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Qualtrics

NOVEMBER 21, 2019

As the CX industry continues to mature, it’ll become more important to understand and measure the value of investments in CX and the ability to provide personalized interactions at scale. We’re going to get better at generating actions from X- and O-Data insights and integrating that into customer interactions.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38