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Humanizing the Customer Experience
IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience
Customer Experience Related Topics 
Building a Successful Customer Experience Strategy
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.
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Improve Customer Experience with the Help of These 4 Teams
Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.
Customer Experience vs. User Experience vs. User Interface
GetFeedback
JUNE 12, 2019
I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. But now that my job consists of diving into the mysterious, new industry of customer experience and emerge with clear concise answers for CX professionals, I’ve decided to it’s time I tackle CX versus UX versus UI.
Customer Experience Strategy: How to Measure the Immeasurable
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How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.
Why Positive Customer Experience Increases Customer Retention
NICE inContact
OCTOBER 10, 2019
If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention.
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Customer Experience as a Shared Service
Vision Critical
SEPTEMBER 16, 2019
Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. Customer Experience
7 Customer Experience Questions with Shep Hyken
Kayako
APRIL 15, 2019
We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.
5 things to look for in a customer experience tool
Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Customer experience strategy CX tools and technology
Looking Ahead: the State of Customer Experience
Customer Bliss
MARCH 12, 2019
What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry?
7 Steps to Elevate Your Customers' Experience
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Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
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The Accidental Customer Experience
ijgolding
AUGUST 6, 2018
The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember. A rather important customer need.
DSW Successfully Incorporates AI into Customer Experience
NICE inContact
SEPTEMBER 17, 2019
Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!
An Article On Customer Experience That Actually Makes Sense
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.
Introducing Unforgettable: a CX Video Series from Oracle Customer Experience
ijgolding
APRIL 23, 2019
As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. Experiencing your customer & employee journeys. Customer Journey Management.
Hybrid CX (Pt 2): Including The Human Element As You Go Digital
Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy
How to Win New Customers With Better Experiences – Part 1
Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.
eBook: Humanizing Customer Experience
Experience Matters
OCTOBER 2, 2018
In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®. Customer experienceTemkin Group has labeled 2018 “The Year of Humanity.”
Customer Experience Matters (The Video)
Experience Matters
SEPTEMBER 30, 2015
As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. The bottom line : Customer experience really matters. CX Day is less than one week away!
The Customer Experience You Didn't Know About
IntouchInsight
MAY 16, 2019
CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience
Moving Customer Service to Customer Experience and How It Benefits Your Business
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.
The Human Experience Cycle
Experience Matters
MARCH 20, 2019
As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). Experiences: What actually happens to a person during an interaction. Customer experience XM - Experience Management
Candidate experience is also customer experience
Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. How could we make candidate experience better?
Improve Employee Experience to Improve Customer Experience
Experience Investigators by 360Connext
AUGUST 27, 2019
The employee experience can feel hard to manage. And those are all valid and exciting ways to define the next phase of customer experience for your organization. What are we asking of employees… and what kind of employee experience are we creating?
Discussing The Experience Economy With Joe Pine
Experience Matters
NOVEMBER 4, 2019
Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine
6 Core Emotions in Customer Experience and Why They Matter
NICE inContact
SEPTEMBER 18, 2019
Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. But at the end of the day, if the customer isn’t in on the conversation, we’re talking in abstraction. Customer experience is emotion. Happy customers stick around.
How to Embed a Customer Experience Framework
ijgolding
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.
Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience
Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.
10 Funny Customer Experience Cartoons
Omnicus
AUGUST 13, 2018
Customer ExperienceLessons Learned Through Laughter.
5 Support Tools to Improve Customer Experience
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Live chat customer support. Robust customer survey tools.
Six Types Of Experience Data (X-Data)
Experience Matters
JANUARY 6, 2020
One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. To identify the required X-data, it’s important to first understand how data flows from people’s experiences.
Be the Customer Experience Disrupter
Kristina Evey
JANUARY 17, 2019
Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership UncategorizedBeing a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable.
Customer Experience Is… What, Exactly?
Experience Investigators by 360Connext
MAY 20, 2015
What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.
5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation. Do you establish customer and company partnerships, where both sides win?
How to Use Text Analytics to Improve Your Customer Experience
GetFeedback
DECEMBER 11, 2019
With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).
Customer Irritation Can Erode Customer Experience - Transforming the Customer Experience
Kristina Evey
SEPTEMBER 13, 2018
One of the main drivers of customer defection is irritation. When customers experience frustration and irritation with a company, they begin to look elsewhere. Where do your customer possibly experience irritation and frustration when working with your company?
Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights
Kristina Evey
APRIL 2, 2019
Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.
Norwegian – Customer Experience Review
ijgolding
DECEMBER 11, 2014
I have heard many things about them from friends and colleagues and was keen to test the experience for myself. So are the plaudits that Norwegian is receiving reflective of the experience? Let me start with the online experience. Airlines of Europe beware!!
Linking & Networking for a Better Agent Experience
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help.
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