Talkdesk

JANUARY 15, 2020

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. Applications to be a speaker are now officially open!

Contact Center 86

Contact Center Customer Experience Professionals Innovation Industry 86

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

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. Next Generation Customer Experience.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

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

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. “ Goebel doesn’t see the VoP replacing the VoC.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

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. Customer Service Experience.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Customer Guru

AUGUST 8, 2018

Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer. He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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. Oh, so that’s customer service, right?”

Tips 282

Tips Customer Centricity Strategy Social Media 282

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

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. Oh, so that’s customer service, right?”.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Comm100

AUGUST 16, 2019

With robocalls sowing distrust in the telephone as a communication method, businesses need to diversify their customer service offerings or risk getting left behind. Emails or phone calls can feel distant and professional, texting is much less formal.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. Oh, so that’s customer service, right?”.

Tips 182

Tips Customer Centricity Strategy Social Media 182

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

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

SEPTEMBER 6, 2018

How do you empower your customer service agents to deliver a great experience and delight customers? Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership.

Exercises 61

Exercises Handbook e-support Contact Center 61

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

GetFeedback

JULY 19, 2019

Be sure you are leveraging text analytics and tools available to you to look for patterns, stay updated on critical complaints and find those wonderful examples of your customer’s voice to share with others in your organization. Your customers are talking about you on social media, in user groups, and at events.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

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

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

Customer Enthusiast

JULY 16, 2015

Recent ICMI research revealed that a majority of contact center leaders are knowingly preventing their agents from providing the best customer experience possible (they’re not empowering them with the tools they need). hours, left no mess behind, and were courteous and professional. Is that it? There was none.

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

CSM Magazine

DECEMBER 14, 2015

Mobile will continue to gain momentum and companies will design experience that go beyond apps and mobile websites. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers. Speech Analytics Piloting.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

SmartKarrot

DECEMBER 2, 2020

Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

MARCH 26, 2019

Many companies and government organizations have advisory committees comprised of external stakeholders or clients that, quite simply, advise on how organizations can do a better job for its customers, shareholders, or citizens. The IRS Taxpayer Advocacy Panel advises the IRS on customer service issues, for example.

Government 22

Government Data Policies Guidelines 22

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. What are the channels, touchpoints, and systems your customers are using? What emotions are they expressing?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” Isn’t it time we engage the empowered customer with equally empowered employees?

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

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. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Comm100

NOVEMBER 14, 2017

While the realm of gaming might seem far removed from the day to day work of our contact centers and marketing teams, EA’s handling of the crisis provides timely lessons for any customer experience professionals seeking to understand, and deliver, what their customers truly want. Download Now.

Customer Experience 106

Customer Experience Social Media How To Video 106

COPC

JANUARY 28, 2016

Many of these predictions focus on the technology that can be used to anticipate the customer’s behaviors and needs. Other hot topics are speech analytics, mobile applications, and how multichannel contact centers can ensure that the customer is directed to the best customer service professional to handle their query.

Trends 40

Trends Customer Experience Management Contact Center 40

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

Pointillist

OCTOBER 22, 2018

The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Until recently, that was only possible if the customer told you how she felt. Find Insights Across Customer Journeys. Train Employees Utilizing CX Metrics Insights.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40