CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. As a CX professional, you likely already have a strong vision of what you want to achieve.

Tips 282

Tips Customer Centricity Strategy Social Media 282

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Tips 208

Tips Customer Centricity Strategy Social Media 208

delighted

AUGUST 10, 2021

That’s why we’re excited to announce our brand new Delighted Core Certification program: a free learning course and exam that takes you through all of the ins and outs of Delighted so you can become your organization’s CX rockstar. The Core Certification course includes six modules, six quizzes, a hands-on activity, and a final exam.

Course 98

Course Survey Feedback Video 98

SurveySensum

JANUARY 26, 2024

Exploring Options: Consideration Stage As customers progress through the different stages of the customer journey, the consideration stage emerges as a critical phase where they actively evaluate and compare various brands. Produce informative resources, such as how-to guides, e-books, blog posts, and tutorials.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Talkdesk

MARCH 4, 2021

To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. . 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

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Kerry Bodine

JUNE 11, 2017

The leaders at another client of mine want to put the customer at center of all internal and external process improvement initiatives—and so they initially rooted the company’s customer experience efforts in a process improvement group, part of operations. They share innate customer centricity and an ability to activate those around them.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Kustomer

APRIL 13, 2022

Communication skills – Customer support personnel must be able to communicate clearly and put customers at ease. Ability to listen – Active listing is a skill that helps you identify what the real issue is. It also helps more experienced customers share their knowledge and builds an online community of brand loyalists.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

Alida

SEPTEMBER 22, 2016

Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities. “Our community helps us get to the whys” – Visionary winner @ElizabethArden. vpq4rHp8ep #vcsummit pic.twitter.com/if3TXTbFah. broadcast still rocks!

Innovation 100

Innovation Marketing Social Media Healthcare 100

COPC

FEBRUARY 22, 2019

Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group of folks. This community is well supported by a calendar jam-packed with conferences, summits and seminars.

Hospitality 40

Hospitality Culture Hotels Contact Center 40

Hero Digital

MARCH 26, 2020

is capacity — the capacity of hospitals, emergency departments, and outpatient centers to treat the rising infection rate of COVID-19. In a healthcare system that was already overburdened, healthcare professionals are on the frontlines of the outbreak with incredibly high stress as beds and resources become unavailable. Bottom Line.

Healthcare 79

Healthcare Self Service Hospitality Conference 79

PeopleMetrics

MARCH 25, 2022

If your organization would benefit from increased insight into customer opinions and has the resources and capacity, creating a CAB can be an excellent investment. Fostering an engaged community of customers and stakeholders. Design survey and communication cadences. Complete Introduction to CX. Back to Top. Back to Top.

Roadmap 118

Roadmap Feedback B2B Survey 118

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John DiJulius Follow @JohnDiJulius. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Circular Edge

APRIL 24, 2019

Here’s part two, where I’m highlighting my favorite moments and activities including CE product & service innovations , more customer success stories , unique product giveaways made by companies who run JD Edwards and lively entertainment that helped make #C19TX an amazing conference experience. Capabilities Whitepaper .

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

Here’s part two, where I’m highlighting my favorite moments and activities including CE product & service innovations , more customer success stories , unique product giveaways made by companies who run JD Edwards and lively entertainment that helped make #C19TX an amazing conference experience. Capabilities Whitepaper .

Innovation 40

Innovation Roadmap Case Study Conference 40

VDS

JULY 22, 2020

Given the current crisis, companies with work from home (WFH) capabilities have been able to continue operations—at least for some activities. Crisis or no crisis, employees are a company’s most expensive resource, and its most valuable. Previously posted on National Center for The Middle Market. —. Success stories.

Connections 52

Connections How To Contact Center Policies 52

SurveySensum

JANUARY 24, 2024

Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space. Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo In a recent Twitter discussion of #CXQOTD’ many, CX thought leaders shared their insights on the same.

Roadmap 52

Roadmap Feedback Customers Survey 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Peter Armaly.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Oracle

APRIL 8, 2021

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Nominate excellence in CX! That could be exclusive content or access to communities, or it could be services that are value-added or member exclusive. Watch below, and read on for a full recap. I’m not alone!

Loyalty Programs 52

Loyalty Programs Loyalty Customer relationships Customer Experience 52

ChurnZero

APRIL 5, 2019

Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. KPIs need to be easy achievable, clear cut and used in a manner that can predict future activity. This is one way to gain executive buy-in and secure the resources you need to build your team.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

delighted

SEPTEMBER 27, 2019

In 2019, 67% of consumers believe that companies are actively improving their customer service. Making unguided changes to your customer experience (CX) strategy based on ‘feeling’ instead of measurement and continuous benchmarking could end up hurting your support team and the brand at large. Teach your team to be active listeners.

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42

Provide Support

APRIL 13, 2016

Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interactive and global digital commerce lead. Structure your resources so that they can be navigated easily. Personalize your communications.

Customer relationships 40

Customer relationships How To Social Media Consumers 40

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

APRIL 14, 2020

Customer Journey Maps are a great resource, especially in times of change like these. This doesn’t mean you can’t include other personas, especially if you have the resources to do so. What happens if a customer starts on the app but has to call your contact center? Customers are one of your most valuable resources.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Experience Investigators by 360Connext

MAY 12, 2020

What if the decision-makers in your organization understood that these are all reasons supporting new CX initiatives? The Communication Trifecta: Logic, Emotion, and Symbolism. We communicate most effectively when we present logic, emotion, and symbolism. The Objection: Our Teams are Already Too Busy for CX.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Kustomer

FEBRUARY 11, 2024

This cloud-based CX software is used by over 100,000 companies — with Siemens, Uber and Shell as some of its most prominent clients. These AI chatbots handle basic and repetitive queries, such as routing customers to FAQ sections or resource centers, fostering self-service.

Omni-Channel 98

Omni-Channel Self Service Multi-Channel Knowledge Base 98

Comm100

APRIL 26, 2020

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. CX is an incredibly rich topic, and it’s one that’s here to stay. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

Call Center 52

Call Center Management Contact Center Gamification 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Talkdesk

FEBRUARY 5, 2021

The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters. Elderly care centers became digitized. Schools went digitized. Medicine and counseling became digitized. …

e-support 87

e-support Retail Contact Center Self Service 87

Kustomer

FEBRUARY 17, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with author Daniel Rodriguez to learn about customer neglect and why it’s such a big issue in the modern CX era. CX is often looked at as a cost center rather than a revenue center, meaning the needs of CX leaders get tossed aside.

How To 98

How To Effort Score Social Media Metrics 98

Seaton CX

SEPTEMBER 27, 2023

It’s a rush of activity, where success is measured in milliseconds and the agility of your reflexes. It’s an exercise in tactical responsiveness but strategic futility, and a cautionary tale for many CX leaders who mistake busyness for progress. An online community where customers could suggest new features to product managers.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. Our Grow and Tell webinar series hosted by Tim Van Lew is the latest resource for the tried-and-tested approaches CS leaders have proven in their programs.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

ClearAction

NOVEMBER 4, 2020

Forces on customers are dictating digital experience and employee experience, along with investor experience, supplier experience, and community experience. The vision is typically product-centered or ego-centered, and less often truly customer-centered. How is your firm’s North Star a compelling customer-centered vision?

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77