eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. You will know the megatrends. Know what you can do with analytics.

Conference 87

Conference Self Service Chatbots Contact Center 87

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. You can upgrade this standalone module to the full Experience Management Maturity series at ClearAction.com/xm-maturity. Fine-tune your wisdom in identifying top ROI opportunities and service design, quality, and recovery.

ROI 52

ROI Video Government Leadership 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Management 98

Management Leadership Communication Government 98

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? In fact, technology deployment requires full-time management. How is value maximized? Download File.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. This makes it easier to prove ROI.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond: 1) Stop referring to customer experience as interactions.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

FEBRUARY 4, 2021

What is the ROI in that behavior? Her virtual and in-person keynotes, workshops, and masterminds catalyze individuals, teams and organizations to make hard calls when designing and transforming products, services, careers and cultures. Determine the criteria required to create a win-win “Yes, let’s move forward” partnership.

Leadership 81

Leadership Innovation Consulting ROI 81

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Quadient

JULY 25, 2022

Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map. Cloud-based journey mapping tools maximize ROI by letting you identify critical touchpoints and prioritize the most impactful improvements for your transformation strategy. .

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Strativity

APRIL 24, 2017

We all recall the emotion of receiving that phone call or email from the hiring manager offering you the position and then, in turn, you feeling that you accomplish anything. One such innovation is “Employee Journey Mapping,” which is becoming more and more common among organizations who seek a more enhanced employee experience.

Customer Journeys 55

Customer Journeys Employee Experience Consulting Video 55

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. Customer experience is defined by customers.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Strativity

APRIL 24, 2017

We all recall the emotion of receiving that phone call or email from the hiring manager offering you the position and then, in turn, you feeling that you accomplish anything. One such innovation is “Employee Journey Mapping,” which is becoming more and more common among organizations who seek a more enhanced employee experience.

Customer Journeys 40

Customer Journeys Employee Experience Consulting Video 40

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Michael Hinshaw Follow @MichaelHinshaw.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

AUGUST 6, 2019

Have high NPS customers contacted Customer Support or do they have an amazing relationship with their Customer Success manager? These insights paint a richer picture across the end-to-end customer experience journey, and this information provides deeper understanding for all of Marketing. Digital Experience Mission-Critical Trends.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ClearAction

JANUARY 20, 2020

2020s customer experience management is at a turning point. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. Customer experience is defined by customers. Customer experience management is defined by your company.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Ian Williams

MARCH 19, 2020

I worked with a company in the gaming sector and when I started they went “we want to be… We want to have the service design principles and the customer experience ethics of Porsche. I mean, did you find that still is one of the biggest issues in kind of customer experience management, the silo mentality?

Leadership 52

Leadership Customer Journeys Course Exercises 52

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The expectations of our employees and our customers must be managed to build a people first culture. ” I was lonely, actually.

Culture 12

Culture Employee Engagement Company Engagement 12

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. a customer experience strategy consulting firm. It is worth giving a dive in. Chief Customer Officer 2.0:

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10