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.

CX 208

CX Education Social Media Government 208

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.

CX 182

CX Education Social Media Government 182

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Providing poor CX is incredibly expensive! Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Second, companies who have been hesitant to allow their employees to work from home.

Contact Center 182

Contact Center CX Technology Technology 182

CSAT.AI

JULY 13, 2022

“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers?:

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Shep Hyken

JUNE 28, 2021

Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?” Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP.

Customer Service 129

Customer Service Government CX Start-ups 129

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . It provides essential call analytics that helps in improving your engagement practices.

CX 98

CX Government Actionable Insights Omnichannel 98

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. How can process data power improvements in core areas, like agent training and coaching?

CX 98

CX Actionable Insights Touchpoint Technology 98

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. Out of this process, you get valuable information about gaps in your journey, and about which steps might need improving. To be customer-centric, be employee-centric first. So employees know.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). All while lowering costs, improving the agent experience, and creating greater internal accountability.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business. Here are four concrete ways employees impact your brand’s customer perception.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? You must be prepared to identify failings within the business and bring these issues to light to improve and grow.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . During this time, you have to be relevant and unite your organization to improve your customer’s lives. Use this time to determine three good things that you can do to improve the experience.

Customer Experience 122

Customer Experience CX Customer Service 122

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Personalization: The Cornerstone of Modern CX 1. Empowering Employees As highlighted by Harvard Business Review, employee empowerment is a driving force behind exceptional customer experiences.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Kelley Cutforth, Chegg.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. we’re reminded again.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. Now used to the flexibility and convenience of remote work, many employees are resisting. It is the power of listening to our employees.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever.

Contact Center 98

Contact Center CX Technology Technology 98

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

SurveySensum

JANUARY 30, 2024

The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Have you also found yourself in a similar situation where you could not come up with the right questions to ask a CX professional in an interview?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Business continuity, improved scalability and increased functionality are the top reasons companies choose to make the switch [1]. Cloud technology. Your people. Total Experience. Omnichannel.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. The same is also discussed in our recent CX question of the day conversation.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. Nowadays, most people search for information online.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ). You’re interested in any advice they might have on how to improve your operation. Talk to Them.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? CX Click To Tweet.

CX 130

CX Customer Experience 130

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

CX 129

CX Customer Experience Education Machine Learning 129

SurveySensum

DECEMBER 22, 2023

By leveraging NPS to ACTUALLY improve your customers’ experience and not just for the sake of it, or even under peer pressure ( yes, peer pressure is here too! ) And trust me, with the right strategies in place and the right NPS software to automate the process NPS can be your gold mine to success! “So, So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52

Execs In The Know

MARCH 13, 2023

As leaders in helping major brands take full advantage of the Total Experience Formula™ , we’re excited to highlight three data points from Execs In The Know’s 2022 CX Leader’s Trends & Insights report that show why a Total Experience strategy should top your list of priorities for 2023.

Touchpoint 52

Touchpoint CX Innovation Start-ups 52