InMoment XI

MARCH 6, 2024

Whether it’s providing internal support, resources, or assistance to frontline employees who interact directly with customers, the entire organization should be aligned with this customer-centric mindset and respond to the needs and expectations of customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Michelli Experience

JUNE 26, 2018

“ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Stress activates the immune system.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Thematic

JUNE 28, 2023

The context: You can give the system instructions on how to answer your questions. I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. Your system would have to identify each customer to enable personalization. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Comm100

AUGUST 16, 2019

Customers with busy lives don’t tend to like having to take time out of their day, battle IVR systems or wait in call queues. When both inbound and outbound telephone communication is seen by any section of your customer base as outdated and unwelcome, that’s a problem.

Communication 102

Communication Social Media Knowledge Base Contact Center 102

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Legal & Procurement.

CEM 82

CEM Telecommunications Software Analytics 82

Experience Investigators by 360Connext

NOVEMBER 12, 2019

Data integration is absolutely essential to really understand customers and meet their needs. While most companies have invested in technology like marketing platforms and customer feedback systems, it’s less common that we have a centralized way to put this all together. Trust is built over time, but lost instantly.

Brands 160

Brands Customer Journeys Technology Policies 160

Storyminers

FEBRUARY 17, 2021

Not only are the people feeling the strain, so are the systems we have designed to support us. When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. It puts pressure on the system. Mike : Yes, that connects.

Groups 147

Groups Government Travel Tools 147

ModSquad

JULY 1, 2019

If the agent has to access a different CRM system in order to proceed, that delays the interaction. This ability to resolve a customer issue plays a big part in loyalty and impacts the likelihood of that person recommending your product or service. Less time on a support call makes for a happier customer.

Customer Experience 71

Customer Experience Ecommerce CRM Customer Relationship Management 71

Forcivity Salesforce

JUNE 7, 2021

The digitization of manufacturing will take the computers and automation of the third industrial revolution and enhance it with smart and autonomous systems fueled by data and machine learning—leaving future-ready manufacturers primed and ready for sales and operations planning (S&OP) innovation. Why Manufacturing CX?

Omni-Channel 52

Omni-Channel Self Service Ecommerce System 52

Ascribe

SEPTEMBER 22, 2022

AI Coder, a feature within Ascribe’s Coder verbatim management system, identifies the top codes with one click and even connects codes to segments. Our customers are constantly asking us to help improve the productivity of their coding operations. About Ascribe.

Analysis 40

Analysis Customer Experience Professionals Study Innovation 40

Answer Dash

APRIL 16, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? I use the word ‘ecosystem’ intentionally.

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Kitewheel

MARCH 25, 2019

Get all of your CX data connected. Most businesses struggle to connect all of the relevant data on their customer experience. The fact is that while many marketers are trying to connect data and tear down silos, this requires organizational buy-in that usually only comes with customer journey thinking.

ROI 76

ROI Hotels Customer Journeys Retail 76

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. This article is written by guest author, Chaman Maharaj.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

Experience Investigators by 360Connext

JUNE 17, 2015

Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another. This leads to paralysis.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

CSM Magazine

NOVEMBER 3, 2022

Get better data/analytics from systems (48%). Despite a minority (28%) of customer experience leaders deploying virtual agents, they recognize the benefits of this human-centric approach to the contact center experience. When asked, “What is the most important task a virtual agent can accomplish for your business?”

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. Are your employees unencumbered and empowered to do what''s right for your customers?

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

GetFeedback

AUGUST 14, 2019

How are employees feeling about a new process or system? . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Her mission is: To Create Fewer Ruined Days for Customers. About the guest author .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

GetFeedback

JULY 19, 2019

This feedback is typically quantified in a rating system of some sort. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Structured feedback. Putting it all together.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Zeisler Consulting

MAY 27, 2021

If you want a good CX culture, sure you’ll want to hire people with a passion for serving Customers. Also, I’ve written previously about Customer-centric culture in general and more specifically about how important it is to build trust with your policies and systems in order to give your teams the authority to take care of your Customers.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. We have to solve that because people want to be connected. We connect people,” he added.

Report 52

Report Airlines Healthcare Transportation 52

ModSquad

JULY 1, 2019

If the agent has to access a different CRM system in order to proceed, that delays the interaction. This ability to resolve a customer issue plays a big part in loyalty and impacts the likelihood of that person recommending your product or service. Less time on a support call makes for a happier customer.

Customer Experience 40

Customer Experience Ecommerce CRM Customer Relationship Management 40

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. Customer behavior and actions. Systems, procedures, and touchpoints. What are customers telling you in their open-ended feedback?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Customer Bliss

AUGUST 16, 2018

These processes and incentives affect how you grow your customers and engage them so that they stay with you and become a champion of your brand or service. In order for Lee to expand his role to customer experience, he spent time deliberately connecting the work of employees to customer growth and retention.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Can they solve a customer’s problem without jumping through numerous hoops?

Omni-Channel 97

Omni-Channel Self Service Policies Abandon Rate 97

Think Customers

DECEMBER 18, 2019

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. To further complicate the matter, CX leaders have a short time frame to show progress.

ROI 52

ROI Leadership Financial Data 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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ProProfs Chat

DECEMBER 7, 2018

IT’s incident systems and processes are designed to get attention too, and resolution for IT issues. Issues with the customer-experienced IT quickly become business incidents and require robust business processes and systems to ensure the experience of a potentially large number of customers is not at risk.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

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. This is critical and depends on the size of your installed customer base and team.

Customer Success 52

Customer Success Customers Leadership Sales 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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

AUGUST 13, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

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