Uniphore

JUNE 16, 2021

and the 7 Surprising CX Insights They Reveal. The Current Cast of Solutions. What Your Call Center Agents Rant About on Social Media. Register Now. Call Center Life: Buried Alive in Knowledge. Simply put, it’s just not practical to learn everything and become an expert right away. Many contact centers recognize they have a problem.

Contact Center 204

Contact Center Training Call Center How To 204

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. If you’re new to CX or if you are looking to improve, let me share a few classics with you, along with a few you might not see in the traditional best CX books lists.

Customer Experience 118

Customer Experience Retail Chief Customer Officer B2C 118

Vonage

MAY 13, 2019

That is a perfect example of a policy that empowers employees ($50 per cast member) to create that magical moment. Per Future of CX report , 32% of customers will stop doing business with a brand after one bad experience, costing $136.8 And the phrase you leave with, “Have a magical day”, actually makes sense. billion annually.

Omni-Channel 210

Omni-Channel Policies Communication Employee Engagement 210

Bill Quiseng

JUNE 6, 2023

Cast Members without a mustache, beard, or goatee are expected to be clean-shaven every day. customerservice #customerexperience #custserv #custexp #cx All facial hair (beards, goatees, and mustaches) must be fully grown in, neatly groomed, and well maintained and no longer than 1/4 of an inch in length. Why is that? Be the customer.

B2C 88

B2C Loyalty Customers B2B 88

Forrester

OCTOBER 5, 2016

Happy CX Day! As part of our CX Day celebrations, which include a very special episode of CX Cast, and a comprehensive CX reading list that doubles as a holiday gift buying guide for the CX pro in your life, we are launching a new report: Why CX? Customer Experience. age of customer.

Infographics 103

Infographics Report Customer Experience Customers 103

Beyond Philosophy

JUNE 23, 2022

Cast your net wide. Rule #3: Cast your net wide. Plus, get excellent professional help with your net casting. The post 5 Rules for Effective Customer Research That Make A Difference appeared first on CX Consulting. Get under the skin of the customer. Respect the respondents. Let’s take a closer look at each.

Financial 78

Financial Survey Study Consumers 78

Kustomer

NOVEMBER 1, 2021

The CX Cast – This podcast is presented by industry research leader, Forrester. Utilizing the data gathered from their in-depth studies, the CX Cast offers research- based guidance on how to expertly manage the customer experience for a business or company of any size.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Zeisler Consulting

OCTOBER 1, 2020

I wrote recently about hiring your CX leaders from outside of your industry. Our entire CX program? I remember once writing a cover letter for a CX job and stating (I’m paraphrasing here), ‘I’m not going to fit in here. But I’m eager to learn, intensely curious, and passionate about CX. You must be nuts.

Leadership 93

Leadership Industry Customer Centricity Course 93

Blake Morgan

OCTOBER 20, 2022

For many companies, NPS is the Holy Grail of CX metrics: the ultimate number that determines whether or not they are succeeding. The FPS score might not be indicative of every United Airlines flight attendant’s views, but the scores cast a negative light on the company and how it treats its employees. rated it a 0-6.

NPS 98

NPS Airlines Management Employee Experience 98

ShepHyken

DECEMBER 7, 2023

Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines. But as CEOs, we’re also tasked with looking at the broader picture. He talks about how amazing customer experience can be sustainable.

Call Center 58

Call Center e-support Travel Customer Satisfaction 58

Think Customers

NOVEMBER 16, 2022

Don’t stop investing in valuable CX services that deliver results. Specifically, don’t be afraid to work with a CX partner. Think again While CX outsourcing has been around for decades, new strategies and capabilities offer many more options to reduce costs and streamline operations than in previous economic downturns and shifts.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ShepHyken

AUGUST 7, 2020

Disney has prioritized its quality standards: that is safety, courtesy, show, and capacity, that help guide their Cast Members through a decision making process. The quality training to the cast members ensures that adventure guides fully understand the primary service delivery systems. Adopt a Top-Down CX/EX Approach.

Customer Service 125

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 125

Beyond Philosophy

AUGUST 6, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much. To vote, please click here. I am grumpy about customer experience these days.

Examples 97

Examples Airlines Consulting Financial 97

Beyond Philosophy

JULY 30, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much. To vote, please click here. How can we help? Have you built in AI Ignorance?

Consulting 97

Consulting Advertising Technology Financial 97

Beyond Philosophy

JULY 23, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. The post The implications of the Long Tail in todays environment appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? Thanks very much.

Consulting 97

Consulting Strategy Financial Customer Experience 97

Forrester's Customer Insights

NOVEMBER 1, 2022

Amidst a flurry of C-level leaders declaring that their organizations are currently or are becoming customer centric, customer experience (CX) leaders face their biggest battle yet: Making leaders in their organization aware of the damaging shadow they cast on efforts to become more customer obsessed.

Customer Centricity 26

Customer Centricity Customer Experience Customers 26

Talkdesk

JULY 7, 2020

However, this year the month of June has cast an important light on prejudicial practices against the black community, with the #BlackLivesMatter movement reminding us about the importance of fighting for an anti-racist society on a global scale. Discover Talkdesk CX Cloud™. Please check the available glossary here. Want to know more?

Culture 91

Culture Government Policies Innovation 91

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. It’s only through paying attention to employee engagement that those cast members can be empowered to.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. I’ve also been fascinated to see what’s going on in the world of CX employment.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

Beyond Philosophy

FEBRUARY 26, 2022

There is a famous story that as Julius Caesar crossed it with his army, he said,”Alea iacta est”, which means “Now the die is cast” for those of us a little rusty on the Latin. The post Critical Skill: Learn How to Recognize When People Have Made a Decision appeared first on CX Consulting.

How To 78

How To Consulting Financial Customer Experience 78

Natalie Petouhof

AUGUST 15, 2022

Customer experience (CX) has become the overwhelming top initiative for business leaders. CX is now the top brand differentiator; those that deliver an excellent CX thrive, while those that do not eventually fail. This is why the majority of digital transformation initiatives revolve around CX. This defeats the purpose.

Customer Journeys 52

Customer Journeys Contact Center Omni-Channel Average Handle Time 52

Beyond Philosophy

DECEMBER 25, 2021

It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. What is Our Personal and Business Learning for The Year appeared first on CX Consulting. Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? The post Wow, What a Year!

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Forrester's Customer Insights

NOVEMBER 27, 2019

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation.

Training 38

Training Examples Customer Experience Customers 38

Beyond Philosophy

NOVEMBER 27, 2021

15:12 We begin to apply nostalgia to a practical insight for Customer Experience, by using happy memories to cast a Halo-effect on your experience. appeared first on CX Consulting. 04:39 Ryan explains what nostalgia is from a psychological perspective. Click here to learn more about Beyond Philosophy’s Suite of Services.

Fashion 78

Fashion Consulting Financial Customer Experience 78

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Save the date! Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Jane Curtain, general manager, CX service design, Telstra. Practice mindful leadership.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Beyond Philosophy

MARCH 3, 2022

The story is that Julius Caesar crossed it and said, “Now, the die has been cast.” With these tools at your disposal, chances are that when the “die is cast” you will come out the winner instead of leaving it up to chance. . .” The Rubicon river was a boundary to the north of Rome. Subscribe today right here.

Customer Journeys 78

Customer Journeys How To Course Examples 78

Horizon CX

JULY 2, 2020

It’s equally important to note that when people engage in microaggression, they will not necessarily know or believe what they said was a microaggression or that their words have cast ill feelings upon the recipient. The post The Power of Microaggressions (and how they manifest themselves within CX) appeared first on Horizon CX.

Culture 130

Culture Groups Comparison Communication 130

ShepHyken

OCTOBER 30, 2018

Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. Sam is also the host of CX Cast , Forrester’s weekly customer experience podcast. Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.

Customer Centricity 86

Customer Centricity Employee Engagement Financial Customer Experience 86

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Aptly named Women Leading the Way: Customer Service Trends 2021 , the March 24 webinar features an all-star cast of customer service leaders — all of whom are women.

Leadership 84

Leadership Self Service Customer Service Trends 84

ShepHyken

APRIL 15, 2019

Riccardo Pasto, the senior analyst of CX at Forrester, identified a number or “pitfalls” that can potentially apply to almost any business. In fact, in the discovery phase of CX design, your product or service is probably the least important factor to consider. My Comment: Want your customers to keep coming back?

Customer Service 86

Customer Service Self Service Chatbots Retail 86

Oracle

JULY 5, 2019

Here are 4 of the latest CX innovations that are reshaping the travel-by-car experience. HudWay Cast. The HudWay Cast is a heads-up display that sits on your dashboard and mirrors your smartphone’s display, and is designed to allow users to follow directions and more without taking their eyes off the road. Roadtrippers.

Innovation 40

Innovation Hotels Travel Software 40

Customer Bliss

MARCH 18, 2020

Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. CX #coronavirus Click To Tweet. For your employees, this means removing the fear of leaving their home for work. Helping them reduce their fear of payment for care.

Financial 215

Financial Healthcare Policies e-support 215

Lithium

AUGUST 22, 2018

Brands continue to up the ante when it comes to delivering stellar digital CX. Here’s what you need to know to cast your vote: On August 22, at 5:00 am PT, online voting opens. Winners will be announced on October 3rd at CX Live. The 2018 Lithy winners will be recognized and celebrated at CX Live.

Brands 40

Brands 40

Lithium

AUGUST 22, 2018

Brands continue to up the ante when it comes to delivering stellar digital CX. Here’s what you need to know to cast your vote: On August 22, at 5:00 am PT, online voting opens. Winners will be announced on October 3rd at CX Live. The 2018 Lithy winners will be recognized and celebrated at CX Live.

Brands 40

Brands 40

Lithium

AUGUST 22, 2018

Brands continue to up the ante when it comes to delivering stellar digital CX. Here’s what you need to know to cast your vote: On August 22, at 5:00 am PT, online voting opens. Winners will be announced on October 3rd at CX Live. The 2018 Lithy winners will be recognized and celebrated at CX Live.

Brands 40

Brands 40

Lithium

AUGUST 22, 2018

Brands continue to up the ante when it comes to delivering stellar digital CX. Here’s what you need to know to cast your vote: On August 22, at 5:00 am PT, online voting opens. Winners will be announced on October 3rd at CX Live. The 2018 Lithy winners will be recognized and celebrated at CX Live.

Brands 40

Brands 40