Experience Investigators by 360Connext

JULY 14, 2020

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? Our production values improved as we began using better broadcasting tools. Thanks, David!

Customer Experience 143

Customer Experience Customer Journeys Customer Centricity Culture 143

Beyond Philosophy

JULY 23, 2022

I wouldn’t watch it because this show was victim of outdated broadcast content strategy in a streaming-dominated world of television. 12:16 We discuss how Netflix might be a victim of using an old broadcast strategy to their approach to creating and renewing content, and how it can poison their Long Tail offering.

Consulting 97

Consulting Strategy Financial Customer Experience 97

Beyond Philosophy

JULY 28, 2022

Television broadcasters have used it for years. Television broadcast networks, like ABC, NBC, CBS, FOX, etc., So, using the old broadcast model for streaming shows doesn’t make sense because it doesn’t match people’s new TV-watching behavior. Plus, it creates a new problem: unresolved content.

Policies 88

Policies Strategy Metrics Travel 88

ImprintCX Articles

JUNE 7, 2023

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? Q: What is your best piece of advice for CX leaders to be successful? Link CX to financial performance. CX is a vehicle to achieve this goal.

Financial 52

Financial Airlines Consulting Loyalty 52

Think Customers

JANUARY 10, 2024

“We’re definitely going to see AI augmenting capabilities, skills, what people can do, improve productivity, and reduce effort in the customer journey,” said James Bednar, vice president, head of product innovation, TTEC, during a recent LinkedIn webinar, “AI Mythbusters for CX.”

Contact Center 52

Contact Center Analytics Healthcare Banking 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Before we map the journey of measuring customer experience, let’s define what we mean by great CX.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Beyond Philosophy

MARCH 5, 2022

Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? appeared first on CX Consulting. This episode explains why you were so happy to find the movie and why it was better to watch it that way rather than stream it yourself. How can we help?

Consulting 78

Consulting Retail Financial Customers 78

CSM Magazine

AUGUST 4, 2021

Inge De Bleecker, Vice President of CX at Applause reveals three ways brands can provide seamless and unforgettable user experiences across all platforms and devices. Live broadcasters and streaming platforms need to ensure they’re taking full advantage of the increased exposure that the Olympics and other high-profile events provide.

Brands 52

Brands Entertainment Sports Multi-Channel 52

Alida

NOVEMBER 25, 2016

ESPN , the leader in sports broadcasting, is another great example. The business world has seen the rise of customer experience (CX) over the last decade. Realizing that keeping customers happy is the best way to drive retention, many companies have invested more time and resources in CX.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Oracle

APRIL 10, 2018

We’ll be broadcasting live on Tuesday, April 10th, Wednesday, April 11th, and Thursday, April 12th from the McCormick Center in Chicago, where we’re speaking with keynote speakers, leaders from top brands, CX influencers, and more. Watch our full interview below. Live with Amanda Jobbins.

Customer Experience 40

Customer Experience Trends Customers Technology 40

CloudCherry

FEBRUARY 20, 2018

Their expectations have shifted towards a more personalized experience rather than the social broadcasting most brands engaged in before, which is why companies have had to adapt or fall behind. START DELIVERING THE BEST CX! The post Tech to the rescue: How Virtual Assistance can improve CX appeared first on CloudCherry.

Self Service 170

Self Service Chatbots Knowledge Base Consumers 170

AskNicely

OCTOBER 8, 2018

NPS Scores + Buses + Trains + Streetcars = CX (The Commuter Experience). TriMet’s NPS Scores Broadcasted on Television. Check out these videos from CX Obsession. Want to create your own legendary CX experience by actioning your customer feedback? bus into Portland. I nod, swipe my card, and take a seat.

NPS 75

NPS Customer Experience Net Promoter Score Transportation 75

Alida

SEPTEMBER 30, 2016

After establishing its FANography insight community , sports broadcasting leader ESPN has been able to bring market research in-house, saving approximately $650,000 in one year. Customer communities have a variety of CX, innovation and marketing applications. TWEET THIS STAT ). TWEET THIS STAT ). The use of communities is growing.

ROI 100

ROI e-support Sports Study 100

Oracle

MARCH 12, 2020

The 90-minute live, interactive webcast will feature a “state of the union” from Oracle senior product leadership regarding Oracle’s suite of cloud applications, including Customer Experience (CX), Enterprise Resource Planning (ERP), Human Capital Management (HCM), and Supply Chain Management (SCM). PT/11:00 a.m.

Conference 40

Conference Leadership Resources Customer Experience 40

Chattermill

SEPTEMBER 16, 2018

US Open 2018: Can Amazon Ace Live Sports Broadcasting? CX Insights. by Sam Frampton. on 17 Sep 2018. Using the power of AI to interpret theme and sentiment within each and every customer review we set out to find answers. Amazon US Open 2018. The 2018 US Open came to a close this past Sunday.

Sports 53

Sports Customer Centricity Feedback Marketing 53

Oracle

OCTOBER 15, 2020

However, when testing to win, the results of the campaign are usually only applicable to that campaign, Wade Hobbs, Senior Strategy Consultant for Strategic & Analytic Services at Oracle CX Marketing Consulting, said in a recent Oracle Modern Marketing Blog article.

Marketing 75

Marketing Consulting Metrics ROI 75

Customer Guru

MARCH 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. In your journey of working as the director CX at QVC, you have covered a great body of work spanning across business functions for over 20 years.

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

Bold360

FEBRUARY 12, 2020

Most CX strategies don’t require getting in the mud, literally. On the latest episode of CXNextLive, our weekly LinkedIn broadcast, we sat down with Aja Varney, Director of Global Customer Engagement at Spartan, for an inside look at their CX journey. Not so with Spartan, creators of obstacle course races worldwide.

Self Service 52

Self Service Chatbots e-support Course 52

Gainsight

JULY 27, 2021

Headlines in 2021 have broadcasted record low unemployment , labor shortages , and record numbers of workers leaving their jobs willingly, which is not a trend we could have predicted in April 2020. The growth is especially strong for male applicants, with a 26% increase as more men apply for CS/CX roles.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

delighted

FEBRUARY 15, 2021

This handy guide by Sean Mancillas, the head of our Customer Concierge Team, navigates you through statistics concepts like survey sample size and margin of error, equipping you to ballpark the survey and response volumes you’ll need for a best practice CX program. Here are the fundamental terms to know: Population size.

Survey 95

Survey Effort Score NPS Net Promoter Score 95

ShepHyken

MARCH 7, 2017

Martha Brooke on How to Measure and Improve Your Customer Experience (CX). ” First Up: Shep Hyken’s opening comments focus on a CX Solutions (formerly TARP Worldwide) study which showed that only 4% of customers that were “wronged” by a business will actually complain to that company. .

Net Promoter Score 67

Net Promoter Score Retail Metrics Social Media 67

Bold360

JUNE 2, 2020

We recently caught up with two CXNext Catalyst Award winners from the Outstanding Women in CX category: Dawn Connett and Zhaia Wineinger. Historical CX challenges in the State of Iowa. This discussion with Dawn Connett and Zhaia Wineinger was taken from our weekly CXNext Live broadcast.

Chatbots 52

Chatbots Transportation Insurance Government 52

Lithium

JULY 26, 2018

It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. We look forward to celebrating with many of you at CX Live, and throughout the rest of the year, and we hope to see many more new names added next year as 2019 Lithium Stars! Huge congrats to our newest class of Lithium Stars.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. We look forward to celebrating with many of you at CX Live, and throughout the rest of the year, and we hope to see many more new names added next year as 2019 Lithium Stars! Huge congrats to our newest class of Lithium Stars.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. We look forward to celebrating with many of you at CX Live, and throughout the rest of the year, and we hope to see many more new names added next year as 2019 Lithium Stars! Huge congrats to our newest class of Lithium Stars.

Case Study 40

Case Study Study Customer Care Engagement 40

Bold360

APRIL 29, 2020

As CX practitioners, we can get caught up in the process. When people get asked what they value the most in CX, the top answers are always related to hassle. This discussion with Adam Toporek was taken from our weekly CXNext Live broadcast. How we do things. How we deliver customer service. How we engage our customers.

Customer Journeys 52

Customer Journeys Policies Meeting Wait Times 52

Bold360

MAY 11, 2020

On a recent episode of CXNext Live, Ryan Lester interviewed Jeannie Walters , one of the top CX experts anywhere. She brings a wealth of experience, including 20 years as a CX consultant. This discussion with Jeannie Walters was taken from our weekly CXNext Live broadcast. We talk about micro moments and why they matter.

Banking 52

Banking Customer Journeys Customers Examples 52

delighted

MARCH 15, 2019

VoC platforms generally include proven CX survey templates, and can help you manage and analyze all of the incoming feedback. With the right CX platform integrations , you can easily trigger surveys to send based on an interaction and funnel feedback directly to the teams who can follow up with customers.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. The Role of AI in CX. Proactive Communication.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

NetBase

FEBRUARY 12, 2020

Music spans such a broad range of offerings, from broadcast radio, podcasting and social media to streaming media and live events. CX Understanding Starts Here. And iHeartMedia captures all of them. They make magical events for music lovers in every genre using social monitoring.

Social Media 60

Social Media Sports Course Analytics 60

Thematic

APRIL 12, 2023

Combine your feedback analytics with a CX platform and you’ll be able to capture specific data at defined points in your customers’ journeys. Broadcast what you’ve changed and why via your marketing channels, and within the product. This is always the expectation. He uses Human Centric Design methods in his work.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Wootric CX Blog

FEBRUARY 12, 2020

Now… imagine doing the same thing, for your entire organization, regarding Customer Experience (CX)? Rather than a sales gong, picture a TV monitor that broadcasts real-time customer feedback and Net Promoter Scores (NPS), getting everyone from accounting to operations aligned in the mission to turn customers into raving fans.

NPS 52

NPS Net Promoter Score Sales Customer Centricity 52

Beyond Philosophy

APRIL 4, 2016

NPR had a recent broadcast on this concept. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? The post Why powerful leaders fail… appeared first on Beyond Philosophy | CX Consultants | Customer Experience. 3 Dangers of Employing Smart People.

CEM 60

CEM Groups Consulting Exercises 60

Beyond Philosophy

APRIL 4, 2016

NPR had a recent broadcast on this concept. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? The post Why powerful leaders fail… appeared first on Beyond Philosophy | CX Consultants | Customer Experience. 3 Dangers of Employing Smart People.

CEM 60

CEM Groups Consulting Exercises 60

Qualtrics

JANUARY 28, 2019

That’s worrying news for any brand looking to create a sustainable, long-term CX program – because if your employees get nothing from it, things start to come undone. Broadcast good customer feedback around the company. You want to motivate frontline staff to keep improving and deliver incredible CX.

Customer Satisfaction 32

Customer Satisfaction Employee Experience Customer Centricity NPS 32

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. broadcast still rocks! Use ongoing insight for CX, marketing and product innovation. Bala Rajan (@speak2bala) September 20, 2016. Great #mediabiz tips from @BSuze.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Optimove

AUGUST 2, 2022

Utilizing the resulting data to deliver personalized location-based marketing campaigns can be highly effective; engagement enjoys a near 300% increase with location-aware campaigns vs. standard broadcast messaging. When new users are taken directly to relevant in-app content, brands enjoy 1.8

How To 52

How To Analytics Engagement User Experience 52