Shep Hyken

JULY 19, 2022

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,?

Contact Center 112

Contact Center CX Innovation AI 112

Shep Hyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. Generative AI: Discover the next wave of AI innovation—Generative AI. Hosted by Allie K.

AI 52

AI Innovation CX Customer Experience 52

Zendesk

FEBRUARY 17, 2021

In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Doing retail well means giving CX the attention it deserves as both a competitive differentiator and a business priority. Listening to customers to create better CX.

Retail 98

Retail E-commerce CX Start-ups 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

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. Tony’s first book, Delivering Happiness, debuted at #1 on the New York Times Bestseller list and remained on the list for 27 consecutive week.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). Turn customers into fans.

Sports 57

Sports B2C Social Media Gaming 57

Shep Hyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Customers pay the bills.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? Standing still at any point means competition, innovation, and more will eventually surpass you. How Consumers Now Define a Good Customer Experience by Jack M.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Modern CX, Las Vegas. Adobe Experience Summit, Las Vegas. CX Talks, Dallas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Elevate CX, Denver.

Customer Service 129

Customer Service Contact Center CX Education 129

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. WEBINAR] What Are the Top CX Metrics for Improving Your Contact Center? We’ll talk about: The Top CX Metrics.

Retail 52

Retail Customer Experience Contact Center Education 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. This is the ‘customer experience gap.’

Customer Service 65

Customer Service Retail CX Start-ups 65

Confirmit

NOVEMBER 5, 2018

Earlier in the month, we held our 5 th Annual Insurance Summit in New York where the overall theme was rejuvenating your Customer Experience (CX) program. We had a great lineup of speakers that shared their views and experiences on a variety of topics. Director of Customer Experience at Asurion.

CX 40

CX Innovation Start-ups Voice of the Customer 40

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. Get to know your company’s customer experience through a journey mapping exercise.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

JUNE 14, 2022

Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. Shep Hyken is a customer service and experience expert,?

AI 57

AI Innovation Business Growth Customer Service 57

Confirmit

OCTOBER 23, 2019

I meant Insurance Experience. Earlier in the month, we held our 6 th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. We truly had a blast this year where the overall theme was revolutionizing the insurance experience. …Wait, that’s not right.

Contact Center 40

Contact Center Innovation Voice of the Customer CX 40

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so there’s something for everyone. Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game.

Customer Experience 29

Customer Experience B2B CX Government 29

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

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Qualtrics

OCTOBER 9, 2019

In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re doing it. Want more CX Retail Knowledge and Insight? From folding shirts on the shop floor, to nowadays advising the world’s top brands on their CX (customer experience) programs. “As

Retail 40

Retail Customer Experience E-commerce Construction 40

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

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. Top Takeaways: Diversity is key to delivering a quality customer experience.

B2C 20

B2C B2B Innovation CX 20

Aquire

JANUARY 6, 2022

This is only possible when video chat solutions come as part of a larger customer service platform. For example, Acquire’s video chat tool is seamlessly integrated with an array of customer experience solutions, including live chat, chatbots, shared inbox, social media, cobrowsing tech, and more. Make the most out of video chat.

Customer Service 98

Customer Service Social Media Technology Technology 98

Beyond Philosophy

DECEMBER 2, 2021

For example, at our global Customer Experience consultancy, we take clients on study tours. These tours are a behind-the-scenes look at organizations that we admire for their outstanding Customer Experiences. it’s a lot like FAO Schwartz in New York’s Times Square). People love telling stories.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Fonolo

NOVEMBER 21, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Director of CX, UL EHS Sustainability. 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.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Confirmit

JUNE 28, 2018

A couple of weeks ago, we held our Third Annual B2B Summit in New York. During their presentation, Faith and Eric shared key tips on how to incorporate storytelling into CX presentations. Ending the featured presentations was Confirmit’s Claire Sporton, SVP of CX Innovation. Success is all about action.

B2B 40

B2B Voice of the Customer CX Innovation 40

Fonolo

NOVEMBER 23, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Director of CX, UL EHS Sustainability. 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.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. DESIGNING FOR CUSTOMER DELIGHT. SURPRISE AND DELIGHT.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

Customer Bliss

FEBRUARY 21, 2017

Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Episode Overview. About Robert. 15+ years working in the digital industry.

B2C 64

B2C B2B Engineering Start-ups 64

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26