InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience eBook 295

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

MAY 4, 2023

So, how can CX leaders and their teams best navigate customer experience in such challenging times? We’ll explore below how to prioritize customers and strategically use customer experience tools to drive growth for your business and keep on course. Those with a successful approach can end up stronger than before the downturn.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 346

Roadmap Customer Experience Customer Retention Financial 346

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Survey 493

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Getting Outside of the “Customer Experience Survey” Box. First, let’s consider survey fatigue.

Survey 528

Survey Customer Experience Social Media Data 528

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . How did this happen?

Resources 369

Resources Customer Journeys Video Strategy 369

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Contact Center Training 97

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

BlueOcean

JANUARY 31, 2023

Or this: An outsourcer with 1000 employees supports a global eComm client who sees peak volume in summer months, requiring a 50% increase in frontline employees for a period of four months each year. The employee experience, and associated attrition, can vary widely by program.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CSM Magazine

MAY 30, 2024

Retailers implementing AI are seeing significant benefits, from enhanced efficiency and personalised shopping experiences to improved employee well-being. Personalised Shopping Experiences Today’s customers expect personalised service, and AI technologies are at the forefront of meeting these expectations.

Retail 52

Retail Trends Social Media Government 52

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value. Are there user experience issues you can address?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Every day employees make decisions and take actions that directly affect your workforce and business. Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Customer experience objectives.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. Creating an effortless customer experience is the whole company’s stance.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

West Monroe

APRIL 17, 2024

Look through the lens of key stages in the employee lifecycle to redefine and help sharpen the focus—particularly for areas that have traditionally not been a priority for manufacturers. This includes designing new roles and team structures based on emerging trends and changes to the business strategy.

Leadership 59

Leadership Culture Competitive Advantage Study 59

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent.

Strategy 85

Strategy Net Promoter Score Culture Measurement 85

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. After you take on a new client and establish objectives, try sending out a Net Promoter Score survey using Retently NPS.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Uniphore

JULY 10, 2021

Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores.

Call Center 223

Call Center Contact Center How To Case Study 223

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. They serve 9,000 communities and 18,000 employees.

Net Promoter Score 91

Net Promoter Score Customer Centricity Culture Employee Experience 91

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

Employee Engagement 87

Employee Engagement Engagement Company Contact Center 87

COPC

JANUARY 13, 2023

Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. . Employee Engagement Research, Global Report. This is a 48-point drop in retention intent after new hire training. .

Training 79

Training Strategy Contact Center Employee Engagement 79

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” ” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism.

Employee Engagement 90

Employee Engagement Culture Engagement Company 90

CSM Magazine

MAY 22, 2024

” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Contact Center 52

Contact Center Report Gamification Healthcare 52