CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . It’s chartered by none other than famous financial radio personality, Dave Ramsey. I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . It’s chartered by none other than famous financial radio personality, Dave Ramsey. I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data.

Data 59

Data Customer Service How To Contact Center 59

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130