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

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

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

Baby boomers were influenced by post-war stability and economic growth, resulting in a strong work ethic and loyalty to their employers. 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 96

Leadership Transportation Culture Contact Center 96

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Task: Remove one “no” from your vocabulary.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

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.

Report 52

Report Airlines Healthcare Transportation 52

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

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

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. Emotion Arising.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

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

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

OCTOBER 4, 2015

d) Step back and look at things from a customer's viewpoint. When choosing to buy from you, customers are not eager to participate with your contact center or voice of the customer or digital marketing or loyalty processes — yet those are the focus areas of most CX professionals.

Strategy 48

Strategy Customer Experience How To ROI 48

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

Tricia Morris

JANUARY 11, 2016

Yet, according to Forrester Research , only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution. Employee Empowerment: Where to Start.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Bob Hayes

MARCH 2, 2015

Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience. 46) with advocacy loyalty (i.e.,

B2C 40

B2C Net Promoter Score B2B Analysis 40