inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

Think Customers

NOVEMBER 9, 2023

Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. With simpler interactions defaulting to automation, human employees will handle mostly escalations or issues that are too complex for automation.

Trends 52

Trends Handbook Healthcare Insurance 52

OpinionLab

JULY 15, 2016

We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. Our customer Citi outlined in their main stage presentation how a customer-centric culture is helping them to consistently implement cross-channel CX.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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