CX Accelerator

NOVEMBER 26, 2021

What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. It's incredible to then watch them not give up on what they want, stand true to their worth, set boundaries, ask for what they deserve and actually make it happen for themselves!

Hospitality 182

Hospitality Hospitality Healthcare CX 182

CX Accelerator

NOVEMBER 26, 2021

What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. It's incredible to then watch them not give up on what they want, stand true to their worth, set boundaries, ask for what they deserve and actually make it happen for themselves!

Hospitality 182

Hospitality Hospitality Healthcare CX 182

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Could this be part of the reason that a huge percentage of CX initiatives are failing? Now is the time to learn new skills and apply new techniques as we evolve the CX practice. As a function, we cannot continue this way.

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

CX Accelerator

APRIL 1, 2022

I need to know what’s going on and I need some assurance from you that this issue is being corrected once and for all.”. But what I learned from this encounter was that, more than anything, customers want a level of transparency that tells them what happened and what we’re going to do to prevent it from happening again.

Legal 266

Legal Contact Center Social Media CX 266

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. How AI Captures and Measures Emotion People convey their emotions not just in what they say but in how they say it. Studies have uncovered? feel is invaluable to business growth. For example,? An emotion AI system is also?capable

CX 162

CX Artificial Intelligence AI Business Growth 162

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

CX 208

CX Education Social Media Government 208

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. If you’re reading this blog post, you are probably one of them. More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

CX 182

CX Innovation Contact Center Education 182

Zendesk

JANUARY 17, 2024

As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX.

CX 69

CX AI Technology Technology 69

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

Customer Service Life

APRIL 12, 2023

The CX Passport Podcast I recently joined my friend, Rick Denton on episode 94 of his podcast. In retrospect, this was a wonderful CX lesson. Observing and improving the contact center agent experience Check out the article, Simplifying the Contact Center Agent Experience Starts with Observation on the Balto blog.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

CX 182

CX Education Social Media Government 182

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? This article features incredible contributions from the CX Accelerator community. Panviva Most Influential CX Leaders of 2019.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

VOZIQ

NOVEMBER 20, 2023

– Forbes Generative AI has already caused ripples in the sea of CX. Read this blog to explore three important predictions for 2024 for customer-facing leaders. A CXO’s Guide to AI-Powered Strategies for Subscription Business Growth – Forbes Navigating customer retention challenges is a common concern for CX leaders.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Shep Hyken

JUNE 28, 2021

I have added my comment about each article and would like to hear what you think too. So, what to do with this list? 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. by Carl Smith.

Customer Service 129

Customer Service Government CX Start-ups 129

Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? By analyzing the vast amounts of data available to them, Netflix can predict what its users will enjoy watching next, leading to increased customer satisfaction and retention rates. HubSpot is a prime example of content marketing done right.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

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 . exceptionally.” – Kristi Runyan What is high-touch customer service? (+ how to deliver it) , Zendesk blog.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer experiences. PeopleMetrics LIVE!

CX 133

CX Customer Experience CEM Customer Feedback 133

Zendesk

DECEMBER 14, 2023

“They knew everyone’s name, they anticipated what they needed.” ” He’s keenly aware that customer experience has changed a lot since broke out of brick and mortar into the digital realm – but he also realizes that CX has lost a lot of its lustre.

AI 69

AI Customer Service Retail Innovation 69

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. At least, that’s Annette Franz ‘ s two cents on the matter.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

PeopleMetrics

APRIL 15, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Discover our award-winning Customer Experience (CX) blog: [link]. PeopleMetrics LIVE!

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

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. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Here’s what you need to know to stay ahead. Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. For example, a seamless handoff from an?artificial

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Execs In The Know

APRIL 5, 2024

Read on as these CX experts (who, combined, share nearly a century’s worth of experience) provide insights on how brands can balance operational efficiency and customer-centricity in the digital age, how to offer a seamless channel experience in the quest for customer delight and loyalty, and how to navigate the era of CX AI and automation.

Contact Center 52

Contact Center AI Social Media CX 52

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. I hold nothing back.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What else can you do? 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 ).

CX 173

CX Contact Center Start-ups Customer Experience 173

PeopleMetrics

OCTOBER 19, 2021

Discover our award-winning Customer Experience (C X) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. PeopleMetrics LIVE!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

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

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

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. A CX Moment with Calm. In this conversation with Frances Brittingham, Manager of CX, learn about their approach to people and technology as they’ve rapidly scaled their business. Let’s dive in.

CX 83

CX Contact Center B2B Customer Service 83

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. What follows is a lightly edited transcript of the episode.

Customer Service 86

Customer Service CX AI Start-ups 86

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141