June, 2019

Remove employee-experience-technology
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Customer Experience Trends by MaritzCX CEO Mike Sinoway

InMoment XI

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 200
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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. These well-meaning employees put forth their best efforts to educate themselves and then begin to roll out a strategy that is flawed at best.

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Amazing Business Radio: Ford Blakely

ShepHyken

They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. How can you fix things to make them more convenient for your customers and employees? Your customers will come to desire and even expect this same level of service and guest experience from you, too.

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The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO

Customer Bliss

Her experience has shown her that customers buy technology products because they’re trying to solve a particular problem for themselves, their companies, and for their customers. She explains that this is where they created immersion experiences that allowed employees to see and understand what the customer journey looks like.

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How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Customer Data Management for Employee Empowerment & Intelligent Experiences.

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Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

Technology replacing humans. Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities.

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How Empathy, Creativity and Compassion Drive Results

Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. 6 Ways to Make Your Employees More Human. 10 Ways to Humanize Your Brand.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

2023 is around the corner and as exciting as this is, it's easy to get lost in the shuffle of EX, CX, and technology if you don’t have the right information and perspective. How to apply 2023 technology trends to your company's current demands. Employee/employer relationship insights to increase engagement.

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction. Embrace automation, collaborate with new technology, and watch how you thrive! How you can leverage innovations in technology and machine learning to improve your customer experience and bottom line.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Digital Workplace Experience Conference: Resilience & Agility in Disruptive Times

Speaker: Conference Speakers

Acquire the strategies, tactics, and technologies to build and sustain a more resilient organization and maximize your workforce. The Role of IT, Intranets & the Digital Workplace in Employee Experience. Voice of the Employee and New Approaches for Mental Health, Balance, and Wellness. Lunch is on us for attendees.

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. In this webinar, we’ll discuss the state of agent attrition and delve into reasons for employee burnout. How to harness conversational AI technology to improve the employee experience.

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Technology has elevated every aspect of the customer journey. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0,

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction. ROI from technology improvements. November 5, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT