CX Accelerator

MARCH 9, 2020

So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. As customer experience professionals, I think we’re especially prone to battling impostor syndrome.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. As customer experience professionals, I think we’re especially prone to battling impostor syndrome.

Contact Center 182

Contact Center Social Media Travel Advertising 182

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Talkdesk

JANUARY 15, 2020

Are you keen on taking the reality of customer support to the next level? With more than 3,000 customer experience professionals and decision-maker attendees, Opentalk 2020 is the CX event of the year with the presence of industry innovators, thought leaders and customer service professionals from a wide range of industries.

Contact Center 86

Contact Center Customer Experience Professionals Innovation Industry 86

Kerry Bodine

JANUARY 13, 2016

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. Looking for someone to speak at your next event?

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Industry Customer Experience Call Flow 218

Beyond Philosophy

JANUARY 12, 2022

Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship. IoT and Product Management for Experience Improvement. However, he also sees sweeping implications for contact centers. “

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

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. Looking for someone to speak at your next event?

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Customers received letters that bordered on threatening, stating that devices would be installed no matter what.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

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

JUNE 20, 2015

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.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Blake Morgan

DECEMBER 6, 2022

                 . Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer experience? Build out the contact center or move to self-service options?

Self Service 52

Self Service Customer Service How To Contact Center 52

Experience Matters

DECEMBER 15, 2015

As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls. and will increase their use of more qualitative techniques such as customer interviews and ethnography. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

COPC

OCTOBER 16, 2023

This data is based on a contact center frontline professionals survey, so those in the corporate office should consider that those in the customer experience organizations value flexibility very much.

Leadership 94

Leadership Transportation Culture Contact Center 94

Eptica

NOVEMBER 6, 2019

Customers share more about their experience than just a ranking. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. And yet…as customers, we know this isn’t happening as much as it should. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

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.

Comparison 49

Comparison Contact Center Customer Experience Professionals Interaction 49

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. How did you become involved with customer experience? My fascination with customer experience started at the agency and grew from there.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Comm100

AUGUST 16, 2019

Social media is about being accessible to emerging generations of consumers, and is in some ways the most accessible channel because the customer doesn’t have to visit you to connect 24/7 support at a low cost, easy deflection of common FAQs with consistent messaging and engagement Allows you to connect with your customers on a more personal level.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

ShepHyken

NOVEMBER 30, 2018

When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Can they solve a customer’s problem without jumping through numerous hoops?

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

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. Customers however want more as they evolve as digital citizens.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

ForeSee

MARCH 12, 2015

So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government'

Government 40

Government Customer Service Customer Experience Professionals Contact Center 40

CSM Magazine

MAY 18, 2017

While 49% say they offer email as a customer communication channel, only 39% use webchat and just 21% offer web self-service, which is rapidly becoming a top preference for consumers.

Report 40

Report Self Service Customer Experience Contact Center 40

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 208

Tips Customer Centricity Strategy Social Media 208

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 182

Tips Customer Centricity Strategy Social Media 182

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

Avaya

JULY 14, 2016

From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Customers today expect to receive an always-on personal digital experience.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Share the literal voice of the customer.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

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

GetFeedback

JULY 19, 2019

Operational and customer lifecycle data. VoC is not just about where and how you ask customers how they feel, it’s also about how they act. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Customer Interactions

OCTOBER 12, 2015

​If you’re a customer experience professional you will know that CX isn’t something confined to the contact center or store front anymore. Today every part of the business effects CX.

Customer Experience 28

Customer Experience Contact Center Customer Experience Professionals Customers 28

Beyond Philosophy

OCTOBER 28, 2021

Pine believes that as the experience economy continues to grow and immersive experiences continue to be differentiators, the physical experiences of general Customer Experience have diverged from this path. Customer Experience, as I often refer to it, has different goals and different measurements of success.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

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. Empathy, genuine empathy All the juicy data in the world only goes so far.

Report 52

Report Healthcare Airlines Transportation 52

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

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

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