CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

SurveySparrow

JANUARY 21, 2023

Holiday season is over, and we’re about to launch into yet another action-packed year of sports. Well, not if you’re a coach or a sports management company who’s always on a lookout for the next big talent. Sports survey questions play a massive role in that. 75+ Sports Survey Questions To Skip At Your Own Risk!

Sports 52

Sports Survey Entertainment Video 52

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. How is the site experience?

Sports 197

Sports Customer Experience Travel B2C 197

InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” Our hope is that this three-part series has given you much to consider about your organization’s customer experience efforts.

Sports 295

Sports Leadership Lifetime Customer ROI 295

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Alida

APRIL 21, 2023

Sport fandom is a unique concept: few other cultural phenomena engage and enthral people from all over the world in the way that sport does. As time and technology have evolved, the habit of participating, talking, reading, listening, or watching sports has remained a chosen past-time for billions across the globe.

Sports 130

Sports Engagement Culture How To 130

AskNicely

MAY 16, 2016

It can also give you the ability to customize your experience so the info you want is accessible and easy to analyze right off of your mobile device or desktop. How many customers opened those emails? Your customer service supervisor, for example, could view metrics such as the average call answering speed and the return rate.

Sports 272

Sports Net Promoter Score Metrics Measurement 272

Experience Investigators by 360Connext

APRIL 24, 2017

Many of these were clients who were charged with leading customer experience change within large companies. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

ShepHyken

MARCH 26, 2024

Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., They made your experience enjoyable and easy. Isn’t that what the best people do?

Entertainment 84

Entertainment Sports Customer Service Training Training 84

Experience Matters

MARCH 1, 2015

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. So the MLB will work to increase the number of kids who have those experiences.

Sports 120

Sports Conference Analytics Social Media 120

Experience Investigators by 360Connext

NOVEMBER 2, 2015

For those of us who are sports fans (cough cough, Go Cubs!) The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.

Sports 110

Sports How To Consulting Customers 110

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. I beg to differ.

Sports 78

Sports How To Exercises Culture 78

Maru Group

MAY 5, 2020

As we continue to seek to understand how the COVID-19 pandemic affects consumers’ day-to-day realities, we conducted qualitative research with sports fans to dive deep into their feelings, actions, and attitudes. Globally, sports have been put on hold. Cultural Context. As any fan knows, sports represent more than competition.

Sports 52

Sports Engagement Marketing Entertainment 52

Heart of the Customer

FEBRUARY 4, 2015

A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your customers’ pain points are analog? And the way she answered it was by creating an environment where customer experience is everybody’s job. That’s the situation that Laurie Englert was in.

Sports 60

Sports Customer Journeys Customer Experience Culture 60

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Avaya

APRIL 9, 2019

Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the main media networks, the prime times, the most popular sports, and the players. But now… the business of sports has grown infinitely and means so much more.

Sports 51

Sports Trends Entertainment Contact Center 51

AskNicely

MAY 16, 2016

It can also give you the ability to customize your experience so the info you want is accessible and easy to analyze right off of your mobile device or desktop. How many customers opened those emails? Your customer service supervisor, for example, could view metrics such as the average call answering speed and the return rate.

Sports 150

Sports Net Promoter Score Metrics Measurement 150

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture Company ROI Leadership 60

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Now, what is it that your customers care about the most?

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Chris Hsiung. Hey, Russel, great to see you. Russel Lolacher. Chris Hsiung. Russel Lolacher. Is it perfect?

Culture 98

Culture Connections Leadership Communication 98

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Experience Matters

JANUARY 21, 2019

I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). The post 6 Winning Lessons From The New England Patriots (For All Organizations) appeared first on Experience Matters.

Sports 219

Sports Culture System Customer Experience 219

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Collaboration is Key for Customer Service Success.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On the premiere episode with CEO/Founder of Sport and Social Group Kristi Herold and I explore: 1. I HAVE NOT BEEN PREPPED.

Engagement 78

Engagement How To Sports Employee Engagement 78

ImprintCX Articles

APRIL 12, 2024

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know One of my favorite phrases is “Culture eats strategy for breakfast.” Culture is so important to achieving business outcomes. To each customer, it’s all about them.

Culture 40

Culture Sports Hospitality Industry 40

Calabrio

DECEMBER 10, 2020

Now artificial intelligence (AI) is changing the way contact centers provide service, with bots that automate routine tasks and powerful self-service options that help customers quickly find the information they need on their own. With bots picking up the slack, agents can take time with customers and even personalize service as appropriate.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

Clarivate

NOVEMBER 23, 2021

In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive. Kerri has personally led customer experience and customer operations as well as consulted with major brands over the past 25 years. .

Customer Experience 52

Customer Experience Sports Leadership Consulting 52

Smith+co CX

JUNE 9, 2016

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. If things are left to chance, toxic cultures spring up like weeds, and disillusionment spreads like wildfire.

Sports 28

Sports Culture Case Study Employee Experience 28

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. MIT Sloan Sports Analytics Conference. This wonderful conference combines two of my favorite things: sports and analytics.

Sports 278

Sports Conference Analytics Groups 278

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 107

Customer Experience Customer Service Net Promoter Score Self Service 107