CX Accelerator

NOVEMBER 11, 2022

Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Project/Program Management. Change Management. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

JANUARY 13, 2022

But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incredible results. Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback.

Case Study 493

Case Study NPS Survey Analytics 493

InMoment XI

AUGUST 3, 2022

But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective. Therefore, along with the refreshed brand, came a refreshed customer experience program. However, what this platform did not measure was the customer experience.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

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

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 221

Customer Service Chatbots Analytics Customers 221

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.

ROI 493

ROI Call Center Return on Investment Measurement 493

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. This is the quality that draws people to your brand.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Uniphore

JULY 10, 2021

Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada.

Call Center 223

Call Center Contact Center How To Case Study 223

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics.

Analytics 52

Analytics Report Data Strategy 52

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

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

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

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. Many also do so during employee onboarding. To enable smart manufacturing, organizations must consciously align culture with strategy.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Team Support

DECEMBER 20, 2023

In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey.

Strategy 52

Strategy Financial Leadership Apparel 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait Times 105

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. The long corridors at the Wynn, Medallia's conference venue There were more people than I expected.

Conference 62

Conference NPS Hotels Self Service 62

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

How To 125

How To Call Center Employee Engagement Resources 125

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users. In other words, you need proper workforce management.

Management 52

Management Customer Experience Feedback Employee Experience 52

BirdEye

MAY 30, 2023

People are less likely to answer long surveys because of time constraints. Timing is key Send your SMS surveys at a time when people are more likely to respond, for example, after regular business hours, when they’re more relaxed. Check out these tips to help your SMS feedback campaigns to unlock valuable insights from customers.

Survey 95

Survey Net Promoter Score Software Feedback 95

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager? What does a social media manager do? What does a social media manager do?

Social Media 98

Social Media Management Analytics Strategy 98

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Here they are! You will get so much out of this!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

But clear, effective top-down employee communication isn’t enough. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. Set a good example. Listen to your team.

Employee Experience 116

Employee Experience Communication CEM e-support 116

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. The misleading assumptions of a developer or the inability of a product manager to communicate a priority change results in bottlenecks.

Software 52

Software Social Media Feedback Communication 52

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. People tend to seek safety in tough times.

B2B 122

B2B Brands Innovation Government 122

CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event. We are a global community.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Personalization and Real-Time Interaction Management: Best of the Martechbot by MarTechBot (MarTech) Best of the MarTechBot showcases the MarTechBot’s responses to prompts submitted by readers. Here are my top five picks from last week.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. It was the perform storm for a customer experience crisis!

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

AWS Machine Learning

FEBRUARY 27, 2024

Axfood is Sweden’s second largest food retailer, with over 13,000 employees and more than 300 stores. In Axfood’s case, a well-functioning pipeline for this purpose was already set up using SageMaker notebooks and orchestrated by the third-party workflow management platform Airflow.

Effort Score 119

Effort Score Training Analytics Retail 119

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.”. Know what you can do with analytics. You will know the megatrends.

Conference 87

Conference Self Service Chatbots Contact Center 87

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

AWS Machine Learning

JUNE 13, 2023

is a pioneering partner in the field of data utilization, helping companies create business and improve their management through the use of data. If this knowledge can be shared among people and organizations, synergies in related work can be created, and the efficiency and quality of work will increase dramatically.

Chatbots 82

Chatbots User Experience System Study 82