Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Service Untitled

JANUARY 10, 2011

These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Verint

FEBRUARY 23, 2017

Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Here are some of the highlights we heard during the read back presentations around customer engagement strategies:

Customer Engagement 28

Customer Engagement Engagement Conference Groups 28

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. The following five-step plan will help you build a personalized customer experience: .

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Make sure employees buy into the Why not just the What.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

Verint

MARCH 22, 2017

It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Every employee must recognize their place in the customer journey.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

ProProfs Chat

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Jeff Toister .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Verint Engage Global Customer Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? by Mohamed Latib, Ph.D. . (CX Follow on Twitter: @Hyken.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

CX Journey

OCTOBER 23, 2014

Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. When employees are engaged, their passion and ambition for the business will ensure they are focused on its success.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Verint

DECEMBER 20, 2017

It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it.

Engagement 41

Engagement Conference Hotels Tips 41

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

JULY 27, 2022

You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Be purposeful about what makes your company a great place to work.

Culture 67

Culture Employee Experience Customer Service Training Training 67

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Michelli Experience

JANUARY 26, 2016

In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success? How do you define corporate culture? And most importantly…. What do you want your legacy to be?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Verint

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. It’s less than a month away! The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using right away.

Engagement 31

Engagement Conference Contact Center Hotels 31

Verint

APRIL 24, 2018

Bring your dance shoes and be ready to be a part of the excitement that the customer appreciation event brings. The Verint Global Customer Conference is three days of learning, networking and feeling inspired. Remember, your customer engagement transformation journey starts in Dallas. See you in the Big D! Click here.

Engagement 27

Engagement Conference Customer Engagement Self Service 27

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 75

ROI Net Promoter Score CEM Conference 75

Customer Guru

AUGUST 8, 2018

He is the author of the book “@YourService” and helps businesses transform their customer experience in a digitally transforming world. Greg Ortbach is Engagement Catalyst at Arcane, where he helps businesses engage with their clients and teams better. Greg Ortbach Follow @GregOrtbach. Jackie Huba Follow @jackiehuba.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

ProProfs Chat

SEPTEMBER 20, 2019

Your business accomplishes the goal of a higher ROI, as your customers keep on coming back. But how to create a customer retention strategy that has the power to keep your existing customers engaged and delighted? The brand drives customer retention using two elements – referral programs and gamification.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Verint

MARCH 27, 2018

The Engage18: Global Customer Conference will also boast more than 70 conference sessions—each one designed to provide attendees with the knowledge, tips and solutions that will help lay a path for their company's customer and employee engagement success. Click here.

Engagement 22

Engagement Conference Sports Employee Engagement 22

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes.

Gamification 35

Gamification Employee Engagement CRM Sales 35

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160