Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center.

Video 89

Video Contact Center Customer Experience Net Promoter Score 89

Comm100

MAY 4, 2023

However, there is one factor that can be lost within digital banking which many customers still long for. Real time communication Live chat lets banks communicate with customers in real-time, providing immediate assistance and support. Personal, human interactions. This is where live chat comes in. Live chat can be very personal.

Banking 130

Banking Customer Experience Multi-Channel Video 130

Uplight

AUGUST 26, 2020

Consumers Energy, Uplight, and Google partnered to create a connected energy experience that helps Consumers Energy’s customers save money and energy–with a goal of giving away 100,000 free thermostats. Watch the video to see how Consumers Energy did it. Want to know more? Check out the case study!

Video 59

Video Connections Consumers Case Study 59

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. Additionally, they wanted to leverage technology that would help avoid unnecessary truck rolls.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

Michelli Experience

FEBRUARY 14, 2017

Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

SurveySparrow

APRIL 23, 2024

In this comprehensive guide, we will be diving deep into the art form that is a great video storyboard, from the benefits to how you can create one for your videos. What is storyboard A storyboard is like the blueprint of your video project that helps you plan and organize your shots pre-production or before filming begins.

Video 52

Video How To Roadmap Software 52

Experience Investigators by 360Connext

DECEMBER 8, 2020

Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. What was the top priority for our customer experience goals? What did customers love?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

Uplight

JULY 11, 2022

When it comes to rolling our new rates, utilities today are struggling with low customer awareness, low enrollments, and low response. The post [Video] How to Make New Rates a Great Customer Experience appeared first on Uplight.

Video 59

Video Customer Experience How To Measurement 59

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 191

Financial Trends Self Service Customer Experience 191

BirdEye

JULY 6, 2023

Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. The current digitally connected world makes that process very easy. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word.

Connections 98

Connections Communication Video Customers 98

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

SurveySensum

DECEMBER 8, 2023

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases.

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Self Service 75

Self Service Virtual Agent Connections Contact Center 75

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. We also know that happier, more fulfilled employees deliver experiences that lead to more loyalty and retention from your customers , too. How does this learning opportunity connect to the customer experience?

Connections 143

Connections Gamification Employee Experience Touchpoint 143

CSM Magazine

JANUARY 17, 2024

Whether yours is a relatively large business or a multinational corporation, you fully understand the impact of video marketing. In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. From the audience perspective, customers use it to keep updated about the latest products, brands and deals.

Video 52

Video Communication Training Social Media 52

CSM Magazine

FEBRUARY 6, 2024

In the digital age, where content is king, the gatekeeper to any kingdom of information is often a simple, yet powerful visual cue: the video thumbnail. This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves.

Video 52

Video Customer Engagement Engagement Tips 52

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CX Workout - Ideas Blog

APRIL 16, 2021

Now you can leverage all of Qualtrics’ survey distribution methods along with their many visualization options as you connect with Qualtrics’s first, full Customer Experience Journey Mapping integration: CX Workout. The post CX Workout Qualtrics Integration Video appeared first on Decooda.

Video 98

Video Customer Journeys Survey Connections 98

Experience Investigators by 360Connext

DECEMBER 17, 2014

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. There were many other service design and experience design features in the video. Eye-popping innovation for top-notch service. The new flagship store is located in New York City. Which ones did you spot?

Innovation 275

Innovation Connections Consumers Sports 275

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Andrea Haughton. Know your audience.

Insurance 52

Insurance Video Customer Journeys Customer Experience 52

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

Experience Matters

MARCH 21, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Connections 120

Connections Video Customer Experience Professionals Groups 120

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Click To Tweet. That’s right.

Connections 160

Connections B2B Touchpoint Fashion 160

Experience Investigators by 360Connext

JUNE 28, 2022

Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. What was the top priority for our customer experience goals? What did customers love?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 70

Customer Experience Customer Service Gamification Social Media 70

Experience Investigators by 360Connext

OCTOBER 24, 2014

Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. Think of what even your satisfied customers might exclaim while interacting with your brand.

Connections 277

Connections Brands Online Experience Customer Engagement 277

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Amplifai Coaching Category

FEBRUARY 12, 2024

Harness the power of visual storytelling to connect deeply with your audience. Through videos, graphics, and illustrations, showcase your products and highlight your brand's values and objectives.

Customer Experience 52

Customer Experience Brand Values Video Connections 52

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos. What do you need to make great training videos?

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

SaleMove

APRIL 2, 2021

Tips and Tricks for Outstanding Video Customer Service Experiences. Video is becoming a standard medium for interacting with customers. Between market globalization and social distancing, providing digital customer service via video can add a personal touch to interactions.

Video 52

Video Conference Connections Interaction 52

Oracle

JULY 1, 2019

New standards are set for customer expectations due to instant experiences. In a new video with a strong message, Jay Baer, customer experience expert and founder of Convince & Convert, explains that to keep up with these new standards, companies must be truly connected internally. Prefer to read?

Connections 50

Connections Customer Experience Case Study Comparison 50