Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

Heart of the Customer

NOVEMBER 16, 2018

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. This is ironic. Except when it isn’t. The post Journey mapping is still happening in silos.

Customer Journeys 104

Customer Journeys Tools Customer Experience Employee Engagement 104

Heart of the Customer

NOVEMBER 14, 2018

The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer. What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked.

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

Verint

JUNE 7, 2017

From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

Conference 32

Conference Engagement Customers Interaction 32

PeopleMetrics

SEPTEMBER 17, 2015

You don’t want to engage the emotional elephant only to enrage it. When a customer or employee offers constructive feedback or taps into their emotional core, they’re opening their heart. Emotional intelligence is a powerful leadership tool. But it’s much more powerful if you use it honorably.

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Heart of the Customer

DECEMBER 4, 2018

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.”

NPS 74

NPS Course Net Promoter Score Customer Experience 74

Verint

JANUARY 3, 2018

Verint’s Raj Sivasubramanian shares what he learned from a recent conversation with his young daughter and the customer experience takeaways that can be applied to organizations around the world. When was the last time you examined why your CX program does what it does?

Customer Experience 32

Customer Experience Customer Focused Employee Engagement NPS 32

Verint

APRIL 12, 2017

Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in your organization empowered to do what’s right for the customer?

Strategy 35

Strategy Culture Company Employee Engagement 35

Avaya

JUNE 18, 2018

Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Real-Time Speech Analytics monitor customer voice interactions in real time to surface areas of opportunity and provide contextual help during the exchange.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

C Space

NOVEMBER 4, 2019

Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. Rob is an active blue water sailor and has received numerous awards for his leadership in ocean sustainability. Evolving Team Capabilities.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Strategy 45

Verint

AUGUST 21, 2017

Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40