Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

ROI 83

ROI Financial Consulting Social Media 83

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. Pete’s Beach, Florida. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Watch it above OR read the transcript below!

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Oracle

FEBRUARY 11, 2019

What is CX? For individuals working in the customer experience field, that question gets asked of them often. At its heart, CX is prioritizing the customer experience by strategizing and implementing a plan to move customers through their shopping journey with ease, and at its best, with pleasure. CX is about getting the consumer’s attention and delighting them throughout their overall experience with the brand.

Brands 98

Brands Customer Experience Customer Journeys Interaction 98

CloudCherry

FEBRUARY 11, 2019

Speakers: Ralph Cumbee from Solarity and Rose Bentley from CloudCherry. GENERAL COMMENTS by Ralph Cumbee, Chief Experience Officer, Solarity Credit Union. This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Wired and Dangerous

FEBRUARY 11, 2019

Valentine’s Day is this Thursday as we all (hopefully) know. While you may be busy acquiring something for that very special person in your life, it is always a good time to think about how you can show your customers how much they are valued as well as appreciated. Recent research by New Voice Media has shown that feeling unappreciated by a company is the #1 reason customers say they switch away from products and services. .

Advertising 70

Advertising Customer Satisfaction Loyalty Survey 70

Think Customers

FEBRUARY 11, 2019

Driving a car. Ordering takeout. Grocery shopping. These daily tasks and more have been flipped on their heads by companies that support the “gig economy” (businesses that use contract workers as their front-line employees). But customers—and workers—still need help. Consider a driver whose business app isn’t functioning or a restaurant that runs out of an ingredient and needs to inform the customer about a delay.

Contact Center 73

Contact Center Company Customers 73

Wootric CX Blog

FEBRUARY 11, 2019

It’s the nature of Product Dev to be weighed down with urgent requests, nice-to-haves, absurd asks, and bugs to fix – in addition to their regular workload. So, in many ways, the ability to prioritize correctly is the engine that runs a functional department. That’s where Bea comes in. “Prioritization is the art of saying no. Essentially, it’s the execution of the strategy,” says Beata Kovacs (Bea for short), a London-based trainer who works with product managers and their teams to make be

Metrics 73

Metrics Effort Score eBook Roadmap 73

John Paul

FEBRUARY 11, 2019

Luxe Digital has named John Paul one of the top concierge services in the world ! The magazine recognizes John Paul’s consistent strive for excellence and stated that “the John Paul group helps companies provide exceptional services to both clients and employees through loyalty programmes.” ? Read the full article by Luxe Digital Mag. ?

Loyalty 72

Loyalty Groups Industry Brands 72

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. (CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Net Promoter Score 56

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 56

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Customers

Cyara

FEBRUARY 11, 2019

When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited. My excitement wasn’t so much about the IVR discovery capability our development team had put together—it essentially dials into your IVR, reverse engineers it to figure out what it does, and then documents it. Rather, my excitement was for the visual editor we had created that allowed us to see IVRs and call flows for the first time.

Call Flow 52

Call Flow Contact Center Call Center Customers 52

NetBase

FEBRUARY 11, 2019

We’ve talked about avoiding Influencers Whose Business Is Influence and we’ve covered How to Develop Collaborative Social Media Influencer Opportunities , and now this piece explores the disqualifications that can throw everything into disarray – lots of warnings to heed here! Many an awesome influencer will never realize his/her full earning potential online due to ill-advised social media activity, and many a brand will experience toxic shock that could’ve been easily avoided.

Social Media 56

Social Media Analysis Brands Case Study 56

transcosmos Information Systems

FEBRUARY 11, 2019

Podcasts are a unique way of listening to information on the go. It gives lecturers a platform to broadcast engaging audio content and make it available to their subscribers 24/7. For many business professionals, this added convenience is what makes podcasts a great way to stay updated with the latest IT and outsourcing trends. Let’s take a look at why podcasts are an essential tool in your business arsenal and a list of five business podcasts you should start listening to right now.

Trends 48

Trends Industry Chatbots Data 48

natero

FEBRUARY 11, 2019

Welcome CustomerLink to the Natero family! We are thrilled to announce that Natero has acquired CustomerLink, a technology and services firm based in Dublin, Ireland. This acquisition strengthens Natero's presence in Europe and expands service and support for our growing EMEA and APAC customer base.

Customer Base 48

Customer Base Technology Industry Customers 48

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Communication

Guavus

FEBRUARY 11, 2019

Service providers are sitting on more marketable data than even Google — but they’ve been slow to harness it for profit. Here are some ways they can turn things around. Not even Google can rival the wealth of consumer data that communication service providers (CSPs) have at their fingertips. A study conducted by Ovum Research last year, for example, found that 67 percent of brands consider telecom operators a better original source of data insights than Google, Apple, and Samsung.

Customer Experience 51

Customer Experience Marketing Video Analytics 51

Market Strategies International

FEBRUARY 11, 2019

Insights Powered by Cogent Reports™ In competitive markets, brand strength has long been associated with positive business outcomes, including growing revenue through increased market share, elevated pricing power and higher customer loyalty.

Brands 45

Brands Loyalty Report Marketing 45

Bizagi

FEBRUARY 11, 2019

In a time when everyone wants, and expects, immediate answers to their questions, the pressure is on for businesses when it comes to customer engagement. Enter process automation…. Gartner predicts that by 2020 as much as 85% of all customer interactions will be handled and managed without humans. Customer support is an area where automation can play a major role, particularly in the financial services and retail industries.

Customer Engagement 45

Customer Engagement Engagement Chatbots Customers 45

Forrester's Customer Insights

FEBRUARY 11, 2019

What does the term “Digital Transformation” mean to you? Is it about digital customer experiences? Digital operations? Transforming business models? Leveraging software ecosystems? Is it a floor wax? A dessert topping? “Digital Transformation” as a term loses meaning when it involves everything under the sun. Over the past few years, we’ve seen companies label anything and everything as “Digital Transformation”.

Technology 53

Technology Innovation Software Customer Experience 53

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Tips

MyCustomer

FEBRUARY 11, 2019

11th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

Customer Experience 42

Customer Experience Customers 42

Qualtrics

FEBRUARY 11, 2019

The patient experience is the sum of all the interactions patients have with health system, providers, and facilities. As the market shifts towards patient-centered care, it’s vital that organizations understand the importance of creating an excellent overall experience for their patients. In 2018, health care providers invested in a number of digital services such as online bill pay, social media presence, and a 24/7 nurse hotlines.

Trends 52

Trends Healthcare Hospitality Transportation 52

Talkdesk

FEBRUARY 11, 2019

By now most people acknowledge the advantages of moving your call center infrastructure to the cloud. Those advantages include: OPEX vs CAPEX Easier to use Speed to implement More agility to make changes Operational efficiency and cost saving Superior customer experience Easier to enable home/remote agents Lower cost to maintain Easier and faster to provision global agents Faster innovation and no more costly “forklift upgrades”.

Call Center 41

Call Center Contact Center Innovation System 41

CX Ahead

FEBRUARY 11, 2019

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders. Back in 2016, I wrote an article sharing that the biggest misconception around customer experience back then was that marketing would fully own the customer journey design. This […]. The post Engagement lessons from Orlando, the world’s entertainment capital appeared first on CX Ahead.

Entertainment 40

Entertainment Engagement Customer Journeys Marketing 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

MyCustomer

FEBRUARY 11, 2019

11th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

Customer Experience 40

Customer Experience Customers 40

Confirmit

FEBRUARY 11, 2019

Having just returned from the first Rutgers CX Certification Program in New Brunswick, NJ, I have to say…I’m impressed. While I attended as an advisory board member, I was able to sit in on the second day of the four-day, on-site event. The caliber of the attendees was high, including one CIO that now owns CX (an intriguing idea!) Most participants were quite experienced and a few companies sent their CX teams, not just one individual.

Culture 40

Culture Customer Centricity Metrics Innovation 40

Gainsight

FEBRUARY 11, 2019

I had a great time at SaaStr this week. I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint). In case you missed it, here were the takeaways.

Customer Success 40

Customer Success Chief Customer Officer Metrics Conference 40

Bold360

FEBRUARY 11, 2019

Subscribe via iTunes , Spotify and more. We hear a lot about digital transformation. But what does that mean? And how do you companies make changes that are transformative and not simply additive? Sid Raisoni , the Head of Analytics at Nestle Waters, is an expert on digital transformation in big companies. In a recent episode of AI: IRL, he unpacked what transformation truly is, an analytics-focused 5 step transformation strategy, and how employees can drive transformational change.

Analytics 40

Analytics Company Data Resources 40

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Training

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? And why is it important in the organization’s context? There’s a growing emphasis on treating employees as customers within the HR function.

Culture 40

Culture Exercises Leadership Tips 40

MyCustomer

FEBRUARY 11, 2019

11th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. Neil Davey. Managing editor.

Management 40

Management Customer Experience Customers 40

Forrester's Customer Insights

FEBRUARY 11, 2019

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. It was a great pleasure for me to host about 150 leaders in a unique venue, the Parc des Princes (PSG’s football stadium!!), for a networking event to discuss CX trends and best […].

Customer Experience 48

Customer Experience Trends Customers B2C 48