Talkdesk

MARCH 4, 2021

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. But this is not the only concern; companies that fail to better optimize their location-based frontline staff will suffer to stay profitable and maintain a high-level of CX.

Contact Center 94

Contact Center Customer Experience Contact Center Software Banking 94

Blake Morgan

FEBRUARY 22, 2023

If you want to jumpstart CX efforts across your company, there’s no better way than a customer experience keynote speaker. The beauty of a customer experience keynote is that the message applies to companies across all industries, regardless of your location or customer type. That’s where a CX keynote speaker comes in.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Lunger described this as an opportunity to expand brick-and-mortar locations with the right strategy and at a lower cost than before. Great CX begins with a deep understanding of customers.

Retail 189

Retail Conference Employee Engagement ROI 189

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Kustomer

JANUARY 6, 2021

CX can be a complicated business. And that’s why we are introducing CX Stories from the Frontlines, a blog series that will showcase how REAL brands are tackling REAL problems with Kustomer. Let us know if you’re tackling CX problems in an interesting way and we will feature you in the next CX Stories From the Frontlines.

Multi-Channel 98

Multi-Channel e-support Fashion Retail 98

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. Start with where you’re already listening.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Less so for CX. In 2022, expect the CX function to evolve in many organizations. This is part 3 in a 5-part series.

Data 98

Data Net Promoter Score NPS Effort Score 98

Comm100

DECEMBER 19, 2017

However, most managers do not ask what the end goal is before engaging in a CX improvement project. For example — identify which customers will be affected, what importance do each customer group have, and set out why they need a CX improvement. In order to improve CX, you should understand the customer’s idea of an ideal interaction.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Bold360

APRIL 20, 2021

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn?

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

NICE inContact

AUGUST 25, 2016

Frontline brand ambassadors will increasingly face complex challenges engaging customers with the right data at the right time to provide the right experience. It has never been more important to focus on empowering the frontline. Are you going to be an Industry First Mover or a marginalized laggard? Register today !

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Daniel Group

DECEMBER 3, 2020

They’re based in Alabama, but Mike is located in Indianapolis. What are some of the most important things you’ve learned so far about improving CX or customer experience? The post CX Success Stories – Altec Industries, Inc. So Mike, welcome, thanks for joining me this morning. Thanks, Mike.

Industry 93

Industry Net Promoter Score Telecommunications Comparison 93

Qualtrics

DECEMBER 6, 2021

The ability to pull this unsolicited feedback into your customer experience (CX) platform and compare it to other business data, such as VoC feedback and operational KPIs, provides a more comprehensive and realistic view of customer sentiment than with traditional methods alone. Spread the good word with Google Connect.

Feedback 48

Feedback Brands Social Media Culture 48

Oracle

DECEMBER 31, 2019

The CX industry continues to evolve, and with it the customer expectations, available technologies, and business processes surrounding it. The chatbot revolution — which for many organizations represents the frontline of customer-facing artificial intelligence — isn’t slowing down.

Chatbots 90

Chatbots Interaction Communication Technology 90

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’

Self Service 52

Self Service Chatbots Analytics Customer Centricity 52

Happy or Not

APRIL 13, 2022

Furthermore, the ability for the entire company, from management to frontline staff, to see the omnichannel performance from the customers’ perspectives encourages the importance of aligning the initiatives to achieve the common goals. . Track CX in each touchpoint and channel . Test & align CX initiatives .

Omni-Channel 69

Omni-Channel Retail Feedback Touchpoint 69

Daniel Group

NOVEMBER 24, 2020

Saying We want to create memorable experiences for all customers does not translate well to frontline employees, where the Customer Experience desires come face-to-face with company reality. Every month, all locations get a dashboard showing how the company as well as each location. Alternatively, consider the following.

Feedback 111

Feedback Net Promoter Score Effort Score NPS 111

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. What are Customer Listening Posts?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Support EXP

OCTOBER 13, 2022

I’m still amazed by the reaction I sometimes get when I tell new clients that we are located in south-western Ohio. Without the trust of all parties involved – your customers, frontline employees, back-office management and executive leadership – it can be difficult to develop new ideas that respond effectively to customer needs.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

I’m still amazed by the reaction I sometimes get when I tell new clients that we are located in south-western Ohio. Without the trust of all parties involved – your customers, frontline employees, back-office management and executive leadership – it can be difficult to develop new ideas that respond effectively to customer needs.

Innovation 52

Innovation NPS Leadership Loyalty 52

PeopleMetrics

NOVEMBER 1, 2022

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. To help banks improve their CX, this article will answer foundational questions about CX in banking and explore seven promising trends in the field: What is customer experience in banking? Ease of use.

Banking 62

Banking Trends Customer Experience Self Service 62

Happy or Not

AUGUST 3, 2021

It is important to be learn how factors like product availability, selection, or location can impact their experience and decision making. Assess the weekly or monthly trends in the CX data against your product-related operations to track down needed adjustments. . Engage frontline staff . To find out, ask questions like: .

Retail 66

Retail Feedback Tips Data 66

inmoment

AUGUST 4, 2020

Well, as any customer experience (CX) practitioner knows, it’s not that simple. This is a great technique to generate awareness of and affinity for a CX program. Catchy names and team exercises can help CX practitioners win employees over—executives, though, are usually a whole ‘nother kettle of fish. Who doesn’t want that?

B2B 52

B2B Brands Exercises Video 52

TechSee

JUNE 11, 2019

It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. Truck rolls – or the need to dispatch a technician to a customer’s location – represent one of the largest costs in customer service operations, across numerous industries. KPI #1: Reduce Truck Rolls/Tech Dispatch.

Self Service 117

Self Service Technology Customer Service Contact Center 117

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 1: Integrate Data From Everywhere Into Your CX Platform. One of the most important keys to deliver seamless customer experiences is to have seamless data integration from everywhere into your CX platform.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Bold360

APRIL 10, 2020

And in turn, great EX creates great CX. Like many, we’ve had to shift hundreds of employees from working on location to working remotely. – Seth Woltz. Your frontline employees are the calming force to help the customers. The steps Seth went over: Mobilize and stabilize. Empower and equip your employees.

Self Service 52

Self Service Customer Experience Video Connections 52

Innovative CX

FEBRUARY 4, 2021

You’ve worked hard on establishing a new CX strategy for your organization. There’s no question you’re hitting the ground running and your CX is hitting on all cylinders. Organizations may select business partners for several reasons including lowest cost, highest quality, convenient logistics, or geographic location.

Strategy 52

Strategy Customer Journeys Employee Engagement Advertising 52

CSM Magazine

JUNE 16, 2022

Real-time message boards on an agent’s desktop, short video clips from senior executives and online Town Hall meetings are all great ways to create a sense of belonging while keeping frontline staff updated. This will make them feel an important part of the business as well improve CX.

Self Service 52

Self Service Connections Analytics Tips 52

Qualtrics

DECEMBER 17, 2019

The staff who meet and talk to your customers play a huge role in executing your CX strategy. Frontline staff deal with your customers on a day-to-day basis, which means they’re collecting customer feedback and insights almost effortlessly. Why is the voice of the employee valuable for CX? Tap into your frontline resources.

Strategy 26

Strategy How To Return on Investment Feedback 26

SurveySensum

NOVEMBER 11, 2021

Its CX consultants and implementation teams help you run your CX program so you can focus on driving results. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. Staff Empowerment with Frontline. Best features .

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

SurveySparrow

AUGUST 25, 2023

In this blog, we will look into all that you need to know about CX; the best practices, strategies to improve, and the key elements that set it apart! Key Components of Customer Experience CX goes beyond transactions; it’s about building trust, loyalty, and brand advocacy. How about we get into it now? Intriguing right?

Tips 52

Tips Customer Experience Social Media Self Service 52

Clarabridge

SEPTEMBER 14, 2017

With this in mind, Customer Experience (CX) needs to be everybody’s job. Here are some tactics for encouraging CX-centricity for all of your employees. Make CX Visible: I have walked into many company lobbies and seen monitors prominently displaying stock performance. Delight your customers and earn those wages!

Omni-Channel 53

Omni-Channel Customer Experience Customer Centricity NPS 53

Eptica

JULY 22, 2020

Listen to your frontline staff Customer service agents and managers spend their days dealing first-hand with queries and issues from consumers. What are their locations? Benchmark yourself against similar organisations in terms of size, sector and location and then see where you can improve. Share this page on: Tweet.

Self Service 71

Self Service Customer Service Social Media Resources 71

Bold360

JANUARY 29, 2020

The Consumer Electronics Show (CES), which highlights what’s coming in the next wave of consumer electronics and technology and how it’s impacting customer experience (CX) trends happened in Las Vegas, and the National Retail Federation (NRF) show, which focuses on the future of retail, retail trends, and retail technology was in New York.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Second to None

AUGUST 14, 2018

Ideally, the mystery shop provider you are working with has the reporting capabilities to create and distributes whatever custom groupings you desire, whether that be by location, district, region, etc. Too often brands will collect this valuable data, but not make any tangible changes within their CX platform.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

Hello Customer

MAY 20, 2021

But a great programme will point you in the right direction and give you the insights to translate into concrete CX projects (which can even be a delivery process optimisation!), This way everyone from back-office to frontline will become aware of their own impact on customer experience. Any programme will not tell you what to do.

NPS 52

NPS Tools Feedback Survey 52

CX Ahead

APRIL 30, 2021

However, as a starter, here are some key points for you to consider: Ensure your data is organised and structured around your customer rather than their orders, location or products. Connect your systems and make relevant information available to your frontline so they can best support your customer with the broader context in mind.

Average Handle Time 52

Average Handle Time Brands Interaction Customer Experience 52

Qualtrics

FEBRUARY 24, 2019

CX really lends itself to great conferences – practitioners are really keen to share their expertise, and it can be truly inspiring to hear stories of fantastic CX from other brands. But with so many CX conferences out there, it can be hard to choose the best ones for both your organization and your career. CX Europe 2019.

Conference 22

Conference Customer Experience Customer Journeys Innovation 22