Influitive

MAY 26, 2020

Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world. Looking back, here are a few key learnings that every customer engagement professional should consider as they look to optimize their strategies. #1.

Customer Experience Professionals 52

Customer Experience Professionals Customer Engagement Connections Engagement 52

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. What would it cost to lose 10% of your customers?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

MAY 26, 2022

Dommer’s research suggests that whether you connect the work savings with the personal spending depends on whether you wear both the self-employed worker and the parental hats or wear them one at a time. Practically speaking, there are a few implications Dommer’s research has on experiences.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Experience Investigators by 360Connext

MARCH 9, 2015

Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. You have your supplies. Want to get a head start and learn some expert tips?

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Experience Investigators by 360Connext

MARCH 24, 2015

It’s critical to think like a human and understand the human connection as part of the customer experience! I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. Stay tuned! Who knows what the future will bring?

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels.

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

ShepHyken

NOVEMBER 30, 2018

Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

ClearAction

FEBRUARY 28, 2019

” Marketing and customer experience workforce of the future must be holistic thinkers who can easily see the connections between disparate things and who can balance the big picture and details in their day-to-day job. Find out how to connect and course-correct with those whose agendas or styles are different from yours.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

CX University

NOVEMBER 21, 2020

Underpinned by a rock-solid customer experience strategy, deliberate and differentiated customer experiences deliver business results by growing brand loyalty organically, by focusing on customer success, customer effort and customer emotion.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Verint

SEPTEMBER 22, 2017

A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth. These macro proof points have been sufficient for many organizations to initially invest in customer experience initiatives—this has been great for customer experience professionals and the overall CX space.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

ShepHyken

JULY 10, 2018

They interact with customers and employees day in and day out. Companies who retain their customers the longest establish an emotional connection with them. When a customer has a complaint, find ways to get alongside the customer instead of butting heads and creating conflict. “The

Call Center 41

Call Center Culture Leadership Customer Experience Professionals 41

Lumoa

OCTOBER 31, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. With rising customer expectations, good service is no longer good enough. Customers want unique, special and innovative. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CustomerSuccessBox

MARCH 4, 2022

Oversee the technology adoption process with tools and systems like the Customer Success Management Software, etc. Working collaboratively with the sales teams to connect with executives at potential and current clients to identify goals. Approach this process by first sketching out your top customer segment’s interaction model.

Customer Success 52

Customer Success Customers Leadership Sales 52

Influitive

MAY 26, 2020

Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world. Looking back, here are a few key learnings that every customer engagement professional should consider as they look to optimize their strategies. #1.

Customer Experience Professionals 11

Customer Experience Professionals Customer Engagement Connections Engagement 11

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Brands are failing to meet customer expectations. Super important point – authenticity drives loyalty #vcsummit.

Innovation 100

Innovation Marketing Social Media Healthcare 100

PeopleMetrics

AUGUST 27, 2015

Do prospects come from customers, or do customers come from prospects? Because the prospect and customer experience are connected, you can start anywhere in the cycle. So focus on improving customer experience in the way that best suits your own business. The short answer is simple: Start anywhere.

B2B 48

B2B Customer Experience How To Sales 48

Avaya

MAY 18, 2016

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. Customer experience professionals love the omnichannel. In the meantime, we have to live with Siri.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

SurveySparrow

JANUARY 28, 2020

Your lifelong passion for customer experience (CX) has led you to create Heart of the Customer – a firm that assists companies in increasing customer engagement. Your experience and hard work in this space have led you to become one of the most respected voices on the topic of customer experience.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Avaya

JULY 14, 2016

Customers today expect to receive an always-on personal digital experience. The problem that customer experience professionals face is that there are just so many experiences—more than we poor humans can keep up with. Meeting that expectation is no longer optional. Better Collaboration.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

DECEMBER 31, 2020

Customer engagement should be of the utmost importance when it comes to daily company operations. When Annette is asked to help improve a brand’s CX efforts, she assesses it to create strategies personalized to that brand – tools and tactics that will help enable exemplary customer service. Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

SmartKarrot

JUNE 11, 2021

The 15-class series has everything you need to grow your career including developing deep level account plans, creating and managing account portfolio, onboarding customers effectively, conducting business reviews for internal or external purposes, managing a customer life cycle, and tackling difficult conversations.

Customer Success 22

Customer Success Course Training Customers 22

SmartKarrot

DECEMBER 2, 2020

Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). With her career spanning over 25 years, she has helped mentor and guide other professionals in the space and supported them in advancing their careers.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Industry 100

Industry Culture Metrics Customer Centricity 100

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

OCTOBER 1, 2018

“Only one in eight Sales and Marketing professionals believe their organization’s ability to deliver connected, personalized, contextual experiences, regardless of channel and across the entire organization, is exceptional.” ” 5. . Faulty CXM Trajectory.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Waterfield Tech transforms customer engagement for organizations worldwide. 23% are exploring the Metaverse/Web 3.0.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

SmartKarrot

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Matt Myszkowski.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Thematic

JULY 24, 2023

This objective approach allows researchers to identify patterns, connections, and predict outcomes based on the data. Customer experience professionals can analyze the qualitative data from support chat logs to identify common issues and requests.

Data 62

Data Analysis Survey Measurement 62

SmartKarrot

MARCH 8, 2022

An Award-Winning Customer Success Professional, Asha Patel is known for leading teams and delivering strategic plans for improving the customer experience in a company. She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21