Zendesk

JANUARY 17, 2024

This is new terrain for all businesses, and understanding the challenges and opportunities—and planning wisely—will pay immense dividends. From greatly reduced CX costs to improved customer affinity, the era of intelligent CX will deliver a new level of connection between customers and the organizations they purchase from.

CX 52

CX Artificial Intelligence AI Touchpoint 52

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

Shep Hyken

JUNE 28, 2021

Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Linkedin Pulse) The foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement, is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Customer Service 129

Customer Service Government CX Start-ups 129

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Chatbots are a popular CX trend moving into 2023.

E-commerce 83

E-commerce Customer Experience Social Media AI 83

CSAT.AI

NOVEMBER 17, 2022

Identify the methods that your customers prefer and focus your efforts on those while staying on top of changing CX and EX needs. Automated emails and responses used wisely, can make customers feel that their issues are being addressed. It’s a customer service QA and CX platform built for Zendesk. is one such solution.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Execs In The Know

NOVEMBER 6, 2022

CRS Coronado gave CX Leaders and their teams a taste of what it’s like to deliver unrivaled, legendary customer experiences. How Tech Giant Asurion Uses CX to Generate Revenue — ? The Future of CX Unlocked by the Metaverse. Day Two was just as exciting and packed with some great highlights, which we’ve summed up for you here.

Hospitality 98

Hospitality Hospitality Innovation Start-ups 98

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. It takes a great deal of patience and strategic vision on behalf of the organization to make CX a priority. Nate Brown is the Co-founder of CX Accelerator.

Customer Experience 182

Customer Experience Gaming CX Contact Center 182

Heart of the Customer

MARCH 12, 2019

Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer?

Business Growth 68

Business Growth CX Customer Experience Voice of the Customer 68

CSAT.AI

JANUARY 4, 2023

From a customer service perspective, use surveys to find out what brought your holiday customers to you, but use them wisely. As you know, it’s important to measure your CX metrics for customer service ROI too. It also gives you insight into what worked and what didn’t this holiday. ROI* = net profit – costs. Welcome to 2023!

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). So how can we move beyond the hypothetical, and actually make the EX / CX connection? Sadly, it's often just talk. Does this make it any less important? Not at all. ."

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

Fonolo

FEBRUARY 11, 2021

cx #cctr… Click To Tweet. Today, the best call center managers know that providing support and a nurturing environment is the best way to boosting agent performance #cx #cctr Click To Tweet. It's not rocket science: If your agents have high job satisfaction, they’re more likely to pass on those feel-good vibes to your customers.

Start-ups 141

Start-ups CX Technology Technology 141

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 140

Social Media Customer Experience CX Customer Journey Map 140

Zendesk

DECEMBER 7, 2020

Our goal is to offer personalized, faster support that will help BoxyCharm scale wisely into 2021 and beyond. All that manual work took up the time of several full-time employees and prevented BoxyCharm from scaling wisely. To accomplish this, we plan to make the most of Zendesk’s CX platform, Sunshine.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

CXM 71

CXM CX Sports Customer Experience Management 71

PeopleMetrics

JULY 17, 2018

So, what is CX measurement or VoC? And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Okay, so CX measurement (VoC) is not market research. Let’s start with what it is not. So What is VoC?

VOC 210

VOC CEM CX Customer Feedback 210

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Very little has adapted in CX practices to urgent needs of the 2020s. Because this advice is super-rare.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

Comm100

JANUARY 20, 2022

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. In this article, we’ll break down the three key pillars that are critical to every omnichannel customer engagement platform and the success of your CX initiatives. Security and compliance. AI-powered automation.

Omnichannel 79

Omnichannel Compliance Social Media Healthcare 79

Beyond Philosophy

AUGUST 29, 2020

If you chose A, then you chose wisely—and you decided to like your customers would. The post 5 New Rules Guaranteed to Build Trust appeared first on CX Consulting. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Click here find out more.

CX 158

CX Customer Experience 158

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. It takes a great deal of patience and strategic vision on behalf of the organization to make CX a priority. Nate Brown is the Co-founder of CX Accelerator.

Customer Experience 140

Customer Experience Gaming CX Contact Center 140

Beyond Philosophy

APRIL 9, 2021

Spend your time and energy wisely. Spend that time and energy wisely. < [link] > The post Discover the Actual Number of People You Can Effectively Manage appeared first on CX Consulting. Then, categorize the other relationships and assess the time you invest in those groups. 9 October 2019. 29 March 2021. <

Social Media 156

Social Media Start-ups CX Customer Experience 156

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. . PBX systems have always been the solution to this emerging challenge.

CX 98

CX Government Actionable Insights Omnichannel 98

Steven Van Belleghem

SEPTEMBER 5, 2022

I firmly believe that the way to be successful in CX, is to make sure that you are fast, easy, and fun. Because “People will forget what you said, people will forget what you did, but people will never forget how you made them feel”, as the wise Maya Angelou once taught us. Centraal Beheer.

CX 117

CX Gaming Start-ups Customer Feedback 117

Shep Hyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Our customer service research supports the theme.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Fonolo

MARCH 19, 2019

Utility companies would be wise to set themselves apart from their competitors by embracing modern customer service technology. Join us as we adjust your set and help you dial in your CX strategy with our annual report on key CX trends. It’s a win-win for customers and companies alike. What’s Inside: .

Technology 106

Technology Technology Customer Service Social Media 106

CSAT.AI

FEBRUARY 1, 2023

Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. Providing excellent CX is one key to keeping customers, which is another key to revenue. Costs can be reduced with planning and acting on data. That is a potential global loss of $4.7

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

CX Accelerator

JANUARY 10, 2018

Hopefully, you’ve just done a round of performance reviews (see The Three C’s For Meaningful Performance Reviews ) and have a good idea of how each person would like to develop career-wise. Home To CX Accelerator One of the agent's performance goals should encapsulate the next reasonable step down this path.

Customer Service 159

Customer Service Innovation CX Technology 159

Confirmit

JANUARY 21, 2021

It’s time to rally the troops and win yourselves one of the most prestigious accolades in CX. Focus your efforts wisely to stand the best chance of winning. The 2021 Confirmit ACE Awards open for submission next week. And I think we could all do with something to look forward to! Where to begin?

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX 52

SurveySensum

JANUARY 10, 2024

Worst Times to Send a Survey – CX Expert Stories In the fast-paced world of customer experience, capturing feedback is essential for businesses striving to enhance their services. Have a look at the insights from CX professionals and their experiences with poorly timed surveys at CXQOTD. I ignore them.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Beyond Philosophy

JULY 18, 2020

Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. The post The Big Mistake People Make With Artificial Intelligence appeared first on CX Consulting. The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Lumoa

OCTOBER 15, 2023

of respondents mentioned that the other departments didn’t really see how CX initiatives made a difference. And it might be wise to put a cap on how many survey invites a single customer receives annually. There are various CX platforms that can do that. Lengthy surveys? They won’t cut it here.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

CSAT.AI

SEPTEMBER 22, 2022

In 2019 Forrester released a report indicating that consumers don’t trust AI, but that it has a place when used wisely. says, “Successful CX outcomes utilize sentiment analysis to augment current conversational AI. Data is showing a changed but nuanced reaction to bots and AI. Pullak Mohanty, founder of Navedas , makers of CSAT.AI

AI 100

AI Sentiment Analysis Machine Learning Technology 100

Execs In The Know

MARCH 25, 2022

While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

PeopleMetrics

OCTOBER 25, 2017

If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. CX is not as fluffy as it may seem. The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Scorecard 122

Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. Opportunity for career growth. Good relationship with senior management. Train them a lot more than you do now.

Retail 167

Retail Customer Experience Customer Service CX 167

Beyond Philosophy

SEPTEMBER 1, 2022

Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. The post The Myth Of Experience appeared first on CX Consulting. Many of us want a quick answer we can trust from somebody who would know.

Artificial Intelligence 148

Artificial Intelligence AI CX Technology 148