Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

BirdEye

APRIL 26, 2024

Dall-E Invideo Audacity Discord Let’s explore how these tools can transform your content creation process. It’s impossible to run a business today without focusing on content creation. Whether for newsletters, social media, or websites, content is everywhere – and so are the tools to create it. Adobe Veed.io

Tools 59

Tools Social Media Multi-Channel Video 59

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

CX Accelerator

SEPTEMBER 16, 2022

Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Matt Beran, Sr. Lack of process.

Study 208

Study Case Study Consulting Culture 208

West Monroe

NOVEMBER 28, 2022

Apple Podcasts. Google Podcasts. Episode 6: What does it mean to put the customer first? Listen to " What Does It Mean to Put the Customer First?" Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. Group Copy. Created with Sketch. Created with Lunacy.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Conference 120

Conference Tips Call Center Video 120

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. The associates believe they hold the power to pull a 180, to solve problems, and end a call with resolution that transforms a customer into a cheerful, grateful being.

Contact Center 52

Contact Center Analytics Healthcare Banking 52

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 133

Customer Experience ROI Conference Engagement 133

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Telecommunications 149

Telecommunications Company Customer Experience Consulting 149

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. What is Real-Time Monitoring?

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

West Monroe

NOVEMBER 30, 2022

Apple Podcasts. Google Podcasts. As Managing Partner in IT Strategy & Business Process Outsourcing practice for West Monroe, Marc has successfully led technology and business process transformation, ERP strategy and selection, and system integrator selection projects across North America, Asia and Eastern Europe. Group Copy.

Strategy 52

Strategy Communication Roadmap Meeting 52

West Monroe

SEPTEMBER 18, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Prior to joining Databricks, Chris was responsible for leading Capital One’s enterprise data transformation initiative. Am I going to go with cloud native services and what are the pros and cons?

Data 59

Data Analytics Innovation Comparison 59

Beyond Philosophy

NOVEMBER 29, 2018

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. In many ways, Amazon-ing products is a result of the digital transformation. I suspect many of you do the same. I suspect many of you do, too.

Customer Experience 167

Customer Experience Retail Connections Consumers 167

West Monroe

OCTOBER 11, 2022

Apple Podcasts. Google Podcasts. Taco Bell was a traditional QSR brand until CEO Mark King led it down the path of digital transformation. Do you feel like you lead customers or customers lead you? Do you feel like you lead customers or customers lead you? Customers don't know what they don't know.

Case Study 52

Case Study Data Social Media Brands 52

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

NobelBiz

NOVEMBER 6, 2023

Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. Accenture predicts that AI is expected to boost productivity by 25% in the U.S.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NobelBiz

NOVEMBER 27, 2023

By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making. Collecting customer information is another crucial aspect of call logging. Don’t miss out on the transformative insights!

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Interactions

JANUARY 6, 2022

Just last month on our podcast, The ConversAItion , Dr. Andrew Giessel, Moderna’s Director of AI and Data Science discussed how AI is at the heart of Moderna’s drug discovery and manufacturing processes. With the on-going impact of the pandemic, customers and businesses are increasingly turning to AI technology for independent reasons.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

West Monroe

SEPTEMBER 18, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Prior to joining Databricks, Chris was responsible for leading Capital One’s enterprise data transformation initiative. Am I going to go with cloud native services and what are the pros and cons?

Data 52

Data Analytics Innovation Comparison 52

Kustomer

APRIL 28, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Jochem van der Veer , the CEO of TheyDo , to learn more about what it means to be a journey-centric CX organization. Ensuring that your customers have a seamless experience is key to retaining loyalty.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

Kustomer

JANUARY 6, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Erika Putinsky from Mailchimp to discuss what it takes to make CX exceptionally great. Step One – Customer Obsession. Two – Show up for your Customers.

Culture 105

Culture Customers Roadmap Tips 105

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). This “change fatigue” directly impacts the experiences they shape for customers.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Customer Bliss

MAY 2, 2017

Came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. You don’t want a customer meet-and-greeting you 50 times.

Social Media 114

Social Media Policies Connections Course 114

Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. About Diane.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

Kitewheel

NOVEMBER 10, 2020

How can you use data to build better customer experiences? Dr. Mark Smith and Dr. Neil Skilling flex their non-medical PhDs to answer these and other questions in Kitewheel’s new customer journey podcast: The Journey Doctors. Why Make a Customer Journey Podcast? So what’s missing? Meet Dr. Mark Smith.

Customer Journeys 52

Customer Journeys Travel Policies Customers 52

West Monroe

OCTOBER 9, 2023

Guest Host Erik Brown Erik is a Senior Partner in West Monroe’s Product Experience & Engineering Lab at West Monroe. He is also a co-host of This Is AI, West Monroe’s video podcast miniseries. These companies tend to excel in terms of NPS scores, brand recognition, and product capabilities.

Software 52

Software Innovation Leadership Culture 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

NobelBiz

JULY 18, 2023

With it, you can streamline your call center operations and raise the bar of your customer service. It ensures each customer is paired with the most suitable representative, guaranteeing a personalized and efficient interaction every time. This enables precise matching, ensuring personalized and effective interactions with customers.

Management 52

Management Call Center Contact Center Software Contact Center 52

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Let’s break it down a bit more, starting by defining science.

Net Promoter Score 139

Net Promoter Score Customers Data Effort Score 139