Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. This is where you’ll unpack the situation and how your proposal will make a positive impact.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. They praised her for her ability to raise a daughter who would become CEO. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other.

Case Study 310

Case Study Hotels Travel Company 310

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages. Visit Forsta.com for more information.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. We built Lumoa to make all that easy and in real time, so customer experience teams can focus on driving real change.”

Banking 208

Banking Feedback Management Culture 208

Magellan Solutions

JANUARY 29, 2024

Today, we will converse with successful CEO Fred Chua, the visionary architect behind Magellan’s victory. I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. So, understanding the journey of pioneers like Magellan becomes crucial.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. Companies that haven’t been as employee-focused as they should have been are struggling to retain their best people.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. At the heart of it all is the experience of both customers and staff with music in the retail environment. The research began in February 2024 and will continue until the end of April.

Feedback 105

Feedback Retail Study Employee Experience 105

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. Rally employees around the customer experience.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Customer Bliss

JUNE 22, 2020

They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. Here are four takeaways from some of my recent guests.

Leadership 200

Leadership Healthcare Feedback Culture 200

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO has stated it as a company objective but has not detailed what nor how the organisation will change.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Alida

SEPTEMBER 26, 2018

But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 1: Improve the customer experience. Tiffani Bova, Growth IQ.

Customer Insights 408

Customer Insights Customer Journeys How To Strategy 408

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Contact Center 130

Contact Center Leadership Training Technology 130

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience.

Brands 350

Brands Healthcare Roadmap Exercises 350

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. They discuss the impact of empathy in delivering customer-focused service. . Customer service is not just about responding to a complaint.

Customer Focused 171

Customer Focused Customer Service Customer Experience Communication 171

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Typically, the word they is used to describe the individual who helped the customer. Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . You get the idea. .

Training 116

Training Customer Service Training Culture Brands 116

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

BirdEye

NOVEMBER 27, 2023

We live in a data-driven business world where every piece of customer feedback is nothing less than a goldmine. Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. The stark difference highlights how customer insights greatly influence business outcomes.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. This inward focus can cloud their perception of what customers truly value.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Magellan Solutions

APRIL 26, 2024

Improved Accuracy and Compliance Accurately processing invoices and making timely payments is essential for maintaining positive vendor relationships and avoiding penalties or late fees. This information can be invaluable for making informed, strategic decisions that drive your business forward.

Financial 52

Financial Multi-Channel Culture Analytics 52

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. But many senior-level women are calling it quits, including YouTube CEO Susan Wojcicki and New Zealand Prime Minister Jacinda Ardern.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Magellan Solutions

MARCH 13, 2024

We will explain the differences between offshoring and outsourcing and offer expert advice to help you make the right choice. These regions offer a talented and cost-effective workforce, making them ideal for companies looking to maximize efficiency and reduce costs. This article has you covered! What is Offshoring?

Tips 105

Tips Culture e-support Communication 105

Beyond Philosophy

AUGUST 27, 2020

Many decisions that we make in life are subjective, without a “right answer.” ” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible.

System 167

System Groups Consulting Customer Experience 167

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. This complexity makes it challenging to design and execute a comprehensive transformation plan.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Then, they train these folks how to make change in their hand the old-fashioned way and how to count it back to you. Make Hiring Your Most Important Decision. Make hiring your most important decision.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Magellan Solutions

APRIL 17, 2024

Staying motivated and focused on selling can be hard when you’re stuck typing instead of talking to customers. Automating CRM data entry services can free you from this tedious task, allowing you to focus on closing deals and building customer relationships. Data-Driven Decisions Say goodbye to inaccurate data!

CRM 52

CRM Sales Data Customer relationships 52

Retently

AUGUST 23, 2023

One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

West Monroe

MAY 24, 2022

In early 2022, they announced a new CEO, laid off 2,800 employees, introduced a new bundled pricing model, raised subscription prices, and doubled down on hardware investments despite demand declines. Misalignment between digital-centric decision making and overall business goals has plagued Peloton over the last year-plus.

Company 98

Company Financial Leadership Apparel 98