Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Topic Modeling: This is the opposite of digging deeper into the sentiment. Topic modeling is about seeing the bigger picture. Ain’t that powerful?!

Analysis 394

Analysis Software Comparison Social Media 394

Beyond Philosophy

AUGUST 19, 2021

Most of the podcast breaks down behavioral science topic by topic by how it applies to the real world. Memory is my favorite topic, so it’s no surprise I picked this one. We occasionally invite experts to speak with us about various topics. To listen to the whole podcast, please click here.

Resources 103

Resources Customer Experience Customers Technology 103

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

InMoment XI

MARCH 4, 2024

Examples of Likert Scale Questions Writing effective Likert scale questions involves careful consideration of the topic, clarity of language, and ensuring that response options adequately capture the range of attitudes or opinions you want to measure. The quality of the product meets my expectations.

Comparison 260

Comparison Net Promoter Score Analysis Effort Score 260

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Do Companies Recognize the High CX Value of Employee Advocates?

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

InMoment XI

JANUARY 18, 2022

Previous InMoment Trends Reports have focused primarily on the customer experience (CX), but today, businesses have more experience stakeholders than ever before—including your employees and even the folks who may not have made a purchase, yet have an impression of your brand.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.

Customer Service 78

Customer Service Government Employee Experience Video 78

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle. Check the article out here if you’re looking to expand and innovate within your CX strategy. Keep your finger on the pulse of the industry. Piqued your interest?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. 4 Ways to be a CX Change Agent at Your Organization.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. The situation when B2B CX was very distant from B2C CX has been rapidly changing. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. How to Inventory Your CX Touchpoints Taking a comprehensive and thorough inventory of your touchpoints can be extremely challenging. Use your Customer Experience Mission Statement and CX Success Statement to guide you.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. . Heck, we’re still learning.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. How to Inventory Your CX Touchpoints Taking a comprehensive and thorough inventory of your touchpoints can be extremely challenging. Use your Customer Experience Mission Statement and CX Success Statement to guide you.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Lumoa

NOVEMBER 21, 2023

For instance, it is expensive, resource-intensive, and requires expertise. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies. Lumoa is also the first CX platform to integrate with GPT.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Provide them with resources and the ability to rethink what they do. CX Click To Tweet.

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

CX Accelerator

APRIL 13, 2020

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Strategy 208

Strategy Customer Expectations Management Resources 208

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Jump down to our list of the top CX podcasts or continue reading to discover what elements make for a great CX podcast that will improve your already-growing customer experience strategy. For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

NICE inContact

OCTOBER 17, 2019

.” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. We asked them about a number of key CX-related topics, including plans to invest in their service operations.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

CX Accelerator

APRIL 13, 2020

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Strategy 182

Strategy Customer Expectations Management Resources 182

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Give Your Team Educational Resources. Where to Find Customer Experience Training Resources. I’ll focus on Customer Experience educational resources here, since that’s the topic nearest and dearest to my heart. CX Podcasts. Looking for some good CX Podcasts? Online CX Courses.

Training 197

Training Course How To Healthcare 197

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX.

Government 130

Government Customer Experience Chatbots Social Media 130

customer sure

MARCH 12, 2024

It’s interesting that over a year after OpenAI launched ChatGPT, we didn’t speak to anyone who’s seeing measurable improvements in CX from implementing GPT-based technology. Can AI really better-inform the actions we should be taking as a result of customer feedback? GPTs can do these tasks well, but they come with their own pros and cons.

Conference 62

Conference Trends Customer Service Feedback 62

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. I loved one of his first topics: AI is not the end of call centers. It’s making them better.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. The payoff comes when you replace a fired customer with one easier to do business with, that is, one who does not rob your organization of monetary resources and your employees’ time and passion. Here are my top five picks from last week.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Customer Experience Contact Center 141

Customer Bliss

AUGUST 30, 2021

More Resources on This Topic. The Process of CX Hiring and Transformation at Volkswagen Group Australia. High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences. Daily Huddle: Is Hiring Your Most Important Decision?

Case Study 310

Case Study Hotels Travel Company 310

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Kustomer

NOVEMBER 10, 2023

While not every company can physically engage with customers to learn more about them, AI serves as a valuable resource for collecting the necessary data to provide superior customer service. Our guest speaker, TJ Stein, who serves as the Head of CX at Everlane, shared more insights on this topic.

Data 93

Data Customer Centricity Innovation Customer relationships 93

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: We’re back to one of my favorite topics, convenience. I even wrote an entire book devoted to this topic, The Convenience Revolution. If you want to create a better CX, eliminate the friction.

Customer Service 143

Customer Service Social Media Report Culture 143

CX Accelerator

SEPTEMBER 16, 2022

After all they have approved a resource and some budget to it. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. Many leaders do in fact think they are supporting Customer Experience in their organization.

Study 208

Study Case Study Consulting Culture 208

ClearAction

FEBRUARY 13, 2023

It makes your CX team indispensable. This customer experience course is an actionable overview for making CX a team sport company-wide. Leading customer experience for almost-automatic CX excellence is the aim of all resources at ClearAction Continuum. It’s indisputable, enduring value.

Sports 71

Sports Customer Experience Handbook Case Study 71

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! Your CX team must have skills to foster holistic customer focus across the entire organization. Data informs and patterns stimulate.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62