Kerry Bodine

APRIL 23, 2018

Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction? . An ounce of prevention is worth a pound of cure. Or “what a great idea!

Feedback 120

Feedback Customer Experience Interaction Customers 120

Experience Matters

NOVEMBER 18, 2014

A few openings remain for Temkin Group’s workshop in South Beach on December 9th & 10th : Driving Customer Experience Transformation. Immerse yourself in a highly interactive learning experience, taking home leading-edge approaches to customer experience management. Customer experience'

Customer Experience Management 258

Customer Experience Management Groups Interaction Customer Experience 258

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. Learn more about our workshop, or register now ! Want to chat about whether this workshop is right for you?

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Kerry Bodine

FEBRUARY 10, 2016

Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our first open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner. Learn more about our workshop, or register now ! Want to chat about whether this workshop is right for you? March 24, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Kerry Bodine

SEPTEMBER 23, 2015

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner. Learn more about our workshop, or register now ! Want to chat about whether this workshop is right for you?

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. We’d love for you to join us in London on the 4th & 5th October.

Conference 260

Conference ROI Banking Customer Voice 260

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . This workshop is divided into three parts. Define the Objective .

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You just can’t get this kind of information anywhere else!

Interaction 120

Interaction Conference Management How To 120

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry.

Metrics 52

Metrics Interaction Brands Survey 52

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. Here’s a summary of the workshop and the insights gleaned: Unlocking a Customer Experience Transformation Strategy The workshop, spanning 85 minutes, was structured to encourage active participation and meaningful discussions among attendees.

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

Centercode

MAY 20, 2020

Looking at the number of unique interactions your testers have with your project throughout the week gives immediate visibility into any changes or disruptions that might arise. The post Engagement Workshop: Tracking Your Progress with Metrics appeared first on Centercode. Download the Tester Engagement Pocket Map.

Metrics 98

Metrics Engagement Measurement Survey 98

Centercode

MARCH 10, 2020

This could be a sign that accessing or interacting with your feedback forms is more inconvenient for your testers than they’re willing to deal with. The post Engagement Workshop: Identifying Friction with Your Tools appeared first on Centercode. Friction from Tools: Warning Signs. There’s a very low amount of incoming feedback.

Tools 75

Tools Engagement Survey eBook 75

Centercode

FEBRUARY 27, 2020

Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure. If your testers are unresponsive, look at how you’re interacting with them. The post Engagement Workshop: Identifying Tester Communication Problems appeared first on Centercode.

Communication 64

Communication Engagement Customer Journeys eBook 64

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Tips 105

Tips Video Interaction Strategy 105

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Advertising 149

Advertising Customer Service Training Interaction Customer Experience 149

Heart of the Customer

DECEMBER 10, 2014

The topic was Journey Mapping Workshop: Reduce User and Customer Effort and Increase Satisfaction, and we had a great time creating maps of various customer journeys. The post Photos from Journey Mapping Workshop appeared first on Heart of the Customer. Just check out the proud groups with their Customer-Centric Change Charters!

Customer Journeys 68

Customer Journeys B2C Government B2B 68

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Up Your Service

FEBRUARY 5, 2020

What if we took your love of presentation and interaction and questions and answers and we connected it with my passion for sharing best practice and next practice. Join the Service Leadership Workshop. Service Leadership Workshop. What would happen if we actually worked on something together? April 9 in Colombo.

Leadership 52

Leadership eBook Culture Connections 52

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

ShepHyken

DECEMBER 6, 2023

I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 147

Customer Service Training Customers Interaction Customer Service 147

Thematic

JULY 23, 2018

I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended. . Felipe was joined by co-host Dr. Edison Marrese.

Analysis 54

Analysis Hotels Training Tips 54

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

ShepHyken

OCTOBER 17, 2023

A good customer service rep, salesperson, or anyone interacting with a customer should be curious. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. . …” In other words, be careful pushing for more information.

Customer Service Training 142

Customer Service Training Customer Service Interaction Customer relationships 142

ShepHyken

JANUARY 30, 2024

It starts the moment they interact with your company, and that might not even be with a live human. It could be an interaction they have with your website. While the customer isn’t interacting with a human, they are interacting with a website that was built by humans to be used by humans.

Customer Service Training 95

Customer Service Training Training Customer Service Marketing 95

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.”

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Dapresy

JULY 14, 2020

With his Data Visualization workshop just around the corner, we wanted to hear what participants can expect, but also take the opportunity to pick his brain on topics like data-driven decision making, industry hardships, and more. We must honestly ask ourselves if we are gaining better insights with the help of interactive data visualization.

Data 52

Data Self Service Industry Technology 52

Centercode

FEBRUARY 27, 2020

Tester communication encompasses interactions at every stage of your project, starting at recruitment and […] More than half of professionals are having issues securing useful feedback. In connection to this, half also reported challenges when it comes to tester communication.

Communication 52

Communication Engagement Report Feedback 52

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Until you can truly walk in your customers’ shoes and feel what they feel when they encounter every touchpoint, you’ll never know how these small but powerful interactions translate to the customers, and the worst ones are often invisible from the inside. Learn more about Customer Journey Mapping Workshops.

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

BlueOcean

FEBRUARY 22, 2024

They want to workshop risk-reward models with you. You can typically get a read on a bidder’s enthusiasm from your interactions throughout the process. Green Flag Alert: Your potential partner focuses on understanding how their KPIs are tied to your business goals and outcomes.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Myra Golden

SEPTEMBER 8, 2018

That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Short interactions are easier for the customer to comprehend and respond to, and they sound more natural. This response was so perfect that I share it in many of my chat handling workshops.

Interaction 61

Interaction Tips Communication Customer Experience 61

Kerry Bodine

JULY 26, 2016

I love bringing our clients’ customers into journey mapping workshops. The answer varies a bit from workshop to workshop, but generally customers can expect to: Get paid. Our clients typically give customers a gift card ranging from $250 – $500 for participation in a full-day workshop. Have their say.

Customer Journeys 120

Customer Journeys Travel B2B Tips 120

AWS Machine Learning

JANUARY 13, 2023

Parsons chose AWS DeepRacer because it’s a fun, interactive, and exciting challenge that appealed to their broader range of employees and didn’t mandate a significant level of expertise to compete. First, Parsons hosted a virtual live workshop with AWS experts in the AI/ML and DeepRacer community.

Transportation 87

Transportation Leadership Training Innovation 87

ShepHyken

SEPTEMBER 5, 2023

The interaction is managed quickly, efficiently and with as little friction as possible – ideally, without friction. The interaction is handled so well that the customer wouldn’t mind going through the process again if they had to. It’s more than just the confidence to continue doing business with the company after the interaction.

Customer Service 83

Customer Service Customer Service Training Customers Interaction 83