Experience Investigators by 360Connext

APRIL 6, 2015

Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! I was in San Diego for the Next Generation Customer Experience conference and when we were offered the opportunity as part of the conference schedule, I jumped at it. a Certified Customer Experience Professional (CCXP).

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

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. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. Process improvement methodologies and discipline.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

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. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. I am (or have been) a fan of KLM for many years.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Oracle

DECEMBER 18, 2020

CX podcasts are one of the most effective ways to keep your finger on the pulse of the customer experience industry. These are our picks for the top 5 customer experience podcasts you need to subscribe to. Crack the Customer Code. Another broad-spectrum customer experience podcast is Crack the Customer Code.

Customer Experience Professionals 66

Customer Experience Professionals Healthcare Analysis Trends 66

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Storyminers

FEBRUARY 17, 2021

We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Akos : I agree.

Groups 147

Groups Government Travel Tools 147

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. He specializes in customer experience, loyalty and engagement.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Thematic

JULY 24, 2023

This type of data is important no matter the industry - from product managers looking to improve an app, to healthcare professionals wanting to transform the in-patient experience. In customer feedback analysis, combining qualitative and quantitative data is the best way to get a 360 view of your users.

Data 62

Data Analysis Survey Measurement 62

Qualtrics

MAY 6, 2019

By implementing site changes based on this feedback, Healthcare.gov reduced the average time to enroll for healthcare by 13%. Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. Text message (SMS) feedback.

Government 30

Government Feedback Entertainment Survey 30

Qualtrics

MAY 20, 2019

Finding the right mix of X (experience) and O (operational) data isn’t just about finding a better way to serve customers. They know how much is being spent on healthcare, benefits, training, deployments, and how long it takes on average to move service members and their families to a new duty station. CONTACT US.

Data 24

Data Multi-Channel Government Leadership 24

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adrian Swinscoe. Annette Franz.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22