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Bring People Back to the Core of CX Work: Make Mom Proud Resources

Customer Bliss

With the guiding question, “how would you act if every customer were your mother?” ” my aim is for people to use this book as a resource to become better business leaders and employees, all working together to fix customer frustrations, earn loyalty, and drive growth.

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5 Things Great CEOs Understand About Customer Experience

Experience Investigators by 360Connext

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

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Why You Should Build an Omnichannel Customer Experience

InMoment XI

Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources. Enhanced Brand Reputation Positive omnichannel experiences can play a vital role in your brand reputation management , and help you increase customer trust. But, it may not be as hard as you think.

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The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)

Calabrio

Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow.

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30 Top CX Thought Leader Blogs To Follow

Blake Morgan

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adrian Swinscoe . Annette Franz . Chip Bell . Colin Shaw .

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Who is Responsible for Transformational Organizational Change?

Horizon CX

Organizational transformations have become prevalent in discussions because organizations are constantly facing various challenges, such as technological advancements, changes in customer preferences, increased competition, and disruptive market forces. They set the vision, strategic direction, and overall goals of the transformation.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. RELATED ARTICLE What is IVR?