Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. The Customer Service Summit, San Diego.

Customer Service 129

Customer Service Contact Center CX Education 129

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

MARCH 2, 2016

New York and California residents talk the most; Oklahoma and Kansas residents talk the least. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. Every organization has customer groups. Customer Experience improvement is always a moving target.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Sprinklr

OCTOBER 12, 2021

The most effective accelerator for a robust digital marketing strategy is ensuring all teams have the ability to get the most out of their customer experience management (CXM) platform , while addressing governance and looking at broader opportunities to leverage data from across the organization.

CXM 72

CXM Social Media Social Listening Retail 72

Beyond Philosophy

MAY 18, 2016

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.”

Retail 113

Retail Customer Loyalty Sales Customer Experience Management 113

Fonolo

NOVEMBER 9, 2017

News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation. Although most companies understand this, they continue to leave customers on hold. VPs & Directors of Customer Experience.

Social Media 59

Social Media Customer Service Contact Center Education 59

Sprinklr

OCTOBER 12, 2021

The most effective accelerator for a robust digital marketing strategy is ensuring all teams have the ability to get the most out of their customer experience management (CXM) platform , while addressing governance and looking at broader opportunities to leverage data from across the organization.

CXM 65

CXM Social Media Social Listening Retail 65

Fonolo

NOVEMBER 21, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

NOVEMBER 23, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. The New York Times had an interesting article on the power of too many choices. The Paralysis of Too Much Choice.

CEM 113

CEM Customer Loyalty Customer Experience Management Customer Experience 113

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Fonolo

NOVEMBER 15, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Customer Bliss

JULY 6, 2018

” my aim is for people to use this book as a resource to become better business leaders and employees, all working together to fix customer frustrations, earn loyalty, and drive growth. Customer experience shouldn’t be about following a bunch of rules – how can you provide a good experience in such a rigid way?

CXM 40

CXM CX Hospitality Hospitality 40

Shep Hyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 11

Customer Service Contact Center Manufacturing Social Media 11

Shep Hyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. Brittany Hodak) We’re in a new era of competitiveness. My Comment: What will bad customer experience management cost you?

CXM 65

CXM Customer Service Social Media NPS 65

Steven Van Belleghem

APRIL 6, 2020

What will customer experience look like in a post-Corona world? To answer that question requires first answering another one: what will the customer look like by then? I call these times the #NovelEconomy, because it literally means new. For me, the question of Corona’s impact on customer experience has two lenses.

E-commerce 52

E-commerce Customer Experience Start-ups Innovation 52

PeopleMetrics

MAY 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1. In short: focus on one thing at a time.

Customer Experience 105

Customer Experience CX Customer Service Start-ups 105

Sprinklr

JUNE 23, 2021

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. This is an incredibly humbling milestone, and the beginning of an exciting new chapter in our journey. We call it unified customer experience management (Unified-CXM). The result? Siloed teams. Siloed tools. Siloed data.

CXM 98

CXM Government Start-ups Customer Experience Management 98

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Should everybody care about customer experience?

CX 83

CX Start-ups Customer Experience NPS 83

Qualtrics

MAY 19, 2021

The public sector track of the Experience Symposium saw thought leaders and practitioners explore everything from the role of transparency in building trust in government, to enabling public sector employees to have a bigger impact on the communities they serve. Think ‘human first’, not ‘user first’ in designing experiences.

Government 26

Government Education Customer Experience Management Customer Experience 26

Qualtrics

MAY 19, 2021

The public sector track of the Experience Symposium saw thought leaders and practitioners explore everything from the role of transparency in building trust in government, to enabling public sector employees to have a bigger impact on the communities they serve. Think ‘human first’, not ‘user first’ in designing experiences.

Government 26

Government Education Customer Experience Management Customer Experience 26