ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 94

Customer Experience Net Promoter Score VOC Innovation 94

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Execs In The Know

APRIL 22, 2024

Well, think about it like this: The traditional plan, even if it worked out perfectly and you got great results from it once it finally launched—let’s say a year later—your customers have really not seen any improvement in your CX for that entire period of time.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Shaun Belding

MARCH 14, 2022

What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” Shaun Belding | www.beldingtraining.com.

Customer Service 147

Customer Service 147

Intercom, Inc.

JUNE 13, 2022

Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. Create personalized experiences with branching logic. Learn more about our data hosting program here. Satmetrix Systems, Inc.,

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. automating tasks and providing an option) to improve workflows.

AI 88

AI Predictive Analytics Customer Acquisition Technology 88

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Just as you shouldn’t put off going to the gym until you lose weight, you shouldn’t put off improving your CX until you’ve put together a big budget.

CX 173

CX Contact Center Start-ups Customer Experience 173

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once.

Legal 78

Legal Finance Net Promoter Score NPS 78

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. This is allowing for improved patient experience, increased workflow efficiency, and effective data management. Our HIPAA attestation report is one of two new additions to Intercom’s security program. What is HIPAA?

Healthcare 268

Healthcare Compliance Government Technology 268

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. Will the product arrive on time?”

Customer Service 52

Customer Service Gaming Start-ups Customer Experience 52

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

AI 143

AI Customer Experience Management Consulting Education 143

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. So today we’re excited to announce two new programs for Intercom app builders and service providers: the App Partner Program and the Service Partner Program. Partnerships have always been key to the way we work at Intercom.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Logicalware

SEPTEMBER 1, 2023

Whether you’re preparing for your next fiscal year, or focused on delivering stellar results this year, continuous improvement of systems and strategies is key to staying ahead and ensuring exceptional customer experiences. As a Puzzel customer, we’d like to let you know that we’ve got you covered.

Customer Experience 52

Customer Experience Construction Case Management CX 52

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. A People-First Mentality In the full article, Emily shares the foundational principles that guide Lovevery’s customer experience strategy.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

SurveySensum

NOVEMBER 15, 2023

You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. So, you launched a product feedback survey to identify pain points and improve your product. Here, you identified the pain point and improved your product to better align with your customer’s expectations.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Zendesk

MARCH 7, 2022

If you’re not yet focusing on the customer experience with your organization, it’s time to get started and kick it into high gear. Customer expectations are higher than ever and evolving. But first, what is a customer experience program? It’s not a program per se. It’s about continuous improvement.

Customer Experience 98

Customer Experience Government Start-ups CX 98

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. These tools can help businesses provide instant support and assistance to customers 24/7.

Customer Loyalty 90

Customer Loyalty AI Touchpoint Customer Satisfaction 90

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Omnichannel 48

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

CX 177

CX Customer Experience Start-ups Sales 177

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. A business discipline.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. For the first phase or rule, Define, she worked to discover what the company wanted to accomplish with the program.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” The answer to keeping your customers happy is simple: close the loop. What are the benefits of closed loop customer experience?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. With improving customer experience and reducing costs the top two goals of those surveyed, automation is a solid fit.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Logicalware

APRIL 2, 2024

The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. Let’s explore why product training is important for contact centres and how it can benefit both the agents, customers and contact centre. How product knowledge improves service quality Knowledge is power.

Customer Satisfaction 40

Customer Satisfaction Customer Retention Innovation Customer Experience 40

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. Was this routine exhausting?

Customer Experience 96

Customer Experience Start-ups Customer Feedback Sales 96