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. Design Management Conference Europe. Berkeley, CA.

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. The Current State of Self-Serve.

Travel 218

Travel Industry Customer Experience Call Flow 218

Beyond Philosophy

JANUARY 12, 2022

Goebel comes to us with nearly 20 years’ experience with enterprise software and a career of product management, sales engineering, and product marketing. Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship.

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. Professional Associations. IXDA Interaction 17.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

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. Professional Associations. Please let me know !

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

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. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. Tell me about your background. I started EarlyBridge in 2004.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. CX leaders should help them by connecting the dots between investing in the experience and their business outcomes.

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.

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 95

Omni-Channel Self Service Policies Abandon Rate 95

Beyond Philosophy

OCTOBER 28, 2021

Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Kustomer

SEPTEMBER 6, 2018

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. Every management book will tell you that you need to empower your associates.

Exercises 61

Exercises Handbook e-support Contact Center 61

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. Their values and what they feel truly matters.

Tips 208

Tips Customer Centricity Strategy Social Media 208

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. Their values and what they feel truly matters.

Tips 182

Tips Customer Centricity Strategy Social Media 182

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 is equally crucial to the employee experience. Empathy is the No.

Report 52

Report Airlines Healthcare Transportation 52

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. 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. What can VoC do for you? About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

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

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

SurveySensum

MARCH 4, 2021

She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. What you as a Customer Experience Professional doing wrong?

Metrics 52

Metrics ROI Measurement Voice of Customer 52

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). Just because someone is a manager doesn’t mean that he/she is aware of organizational purpose.

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed?

Strategy 48

Strategy Customer Experience How To ROI 48

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

DECEMBER 13, 2019

Get ahead of risk management before it strikes. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. What will happen if unforeseen costs are encountered? Who will be responsible if government regulations are violated? Key buying criteria checklist.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

MARCH 26, 2019

Ingredient: Governance Settings in Your Experience Management Tools. Survey policy should also touch your experience management tool. Customer stories, contact center recordings, or chat transcripts, for example, can add dimension to executives being able to understand the data at hand.

Government 22

Government Data Policies Guidelines 22

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

APRIL 14, 2020

While we’d all love to be able to say, “let’s map every journey possible for every customer,” this might not be the right time for such grand plans. Start with what you know you can manage. For our purposes, I recommend starting with one customer persona and one journey. Start with what you can manage.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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

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

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. Episode Management.

Trends 173

Trends Customer Experience Self Service ROI 173

Tricia Morris

JANUARY 11, 2016

For a consistently satisfying customer experience, customer service must be everyone’s job. Gartner Research notes that in 2016, 89% of companies will compete mostly on the basis of customer experience. .”

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

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. to 1 p.m.?’ Putting it All Together.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bob Hayes

MARCH 2, 2015

Asking customers to describe a company/brand using one word appears to hold value in helping businesses understand and manage the customer relationship. The Customer Sentiment Index (CSI) provides reliable, valid information about customers’ sentiment. Summary and Implications. not likely to recommend).

B2C 40

B2C Net Promoter Score B2B Analysis 40

Qualtrics

APRIL 9, 2019

The purpose is to put customers in the company’s conversations the same way profits, expenses, staffing, and technology get “air time” internally. Ideas: Play a contact center recording at a team meeting. Share a chart of your company’s progress toward reducing customer wait times on a slide at a town hall meeting.

Government 46

Government Conference Survey Social Media 46